What the work involves

You take enterprise processes you already know cold — case escalation in CSM, incident triage and SLA breach handling in ITSM, sensitive HR case routing in HRSD — and decompose them into structured tasks a model can be trained and scored against. A typical day is closer to analyst work than admin work: pick a workflow, define the decision points and the taxonomy they belong to, write the scenario and instructions in natural business language, express the task and its expected outcome in JSON, then run SQL against the underlying data to confirm the scenario is internally consistent and the 'correct' answer really is correct. You also define evaluation criteria for reinforcement learning work, meaning you have to state in advance what separates a defensible model response from a plausible-sounding wrong one.

What the platform screens for

Turing's process is a coding challenge followed by a live task or interview, so expect to be asked to produce something rather than describe it. Screens on this role probe three things: whether your ServiceNow depth is functional and specific (can you talk through SLA clock pauses, parent/child case relationships, approval chains, knowledge article lifecycles without reaching for marketing language), whether you can author clean JSON and write SQL that actually validates data rather than just selecting it, and whether you have evaluation judgment — the ability to write a scenario with one defensible answer and to articulate why the near-miss alternatives fail. Certifications (CSA, CIS-ITSM, CIS-CSM or CIS-HRSD) are listed as preferred, not required; demonstrated module depth carries the screen.

Logistics

  • Fully remote, contractor assignment with no medical or paid leave
  • Three commitment tiers: 20, 30 or 40 hours per week; minimum 4 hours per day and 20 hours per week
  • Four hours of daily overlap with PST is required, which is the constraint most candidates underestimate
  • Initial contract is three months, with an expected start roughly a week after selection
  • Pay is not disclosed in this listing; rates on Turing expert-data engagements are typically set per assignment and tier

The role suits someone with 4–6 years in the platform, at least two of them in CSM or HRSD, who is comfortable documenting patterns and examples for other trainers to follow rather than owning a backlog.