Principal Technical Consultant (AI), Platform Products Expert Implementation Services

Overview Principal Technical Consultant (AI), Platform Products Expert Implementation Services at ServiceNow. Join to apply for this role.

The Team The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Role The Principal Technical Consultant (AI) serves as the functional and technical specialist for customer engagement teams, providing guidance to clients and configuring ServiceNow AI solutions according to established practices. This position is responsible for designing and implementing AI systems with NowAssist skills, AI Agents, and Workflow Data Fabric, utilizing programming expertise in multiple languages and frameworks. Duties include troubleshooting issues, assisting users, and developing solutions for complex use cases, with the goal of delivering effective AI implementations on the platform.

What You Get To Do In This Role

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.

Devising development plans and strategies while formulating architectures for AI solutions in ServiceNow.

Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers

Developing solutions specific to user requirements gathered in workshops.

Coordinating activities with other developers to ensure that Now Assist and platform functionality is designed to support the overall project.

Ensuring that best practices in implementation AI solutions are followed by the organization.

Act as an SME to solve complex user issues related to AI solutions.

Checking and correcting conflicts in data configurations and overlaps.

Analyzing and improving current instance configuration and setup to ensure proper design to support future of customer.

Identifying, debugging, and advising on system errors or architecture issues.

Qualifications

At least 8 years of configuration/development experience for complex, highly capable solutions

Demonstrated ability to influence and consult in a complex customer environment, while providing thought leadership to stakeholders

Maintain at least 2 ServiceNow mainline CIS certifications

Maintain ServiceNow Certified Application Developer (CAD) certification

Act as a technical lead on engagements

Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI

Experience with ServiceNow AI offerings (Predictive/Task Intelligence, AI Search, Virtual Agent) is highly valued

Experience with ServiceNow platform capabilities (Studio IDE, Mobile, Automated Test Framework, Delegated Development, Flow Designer, Source Control, APIs, Integrations)

Experience with data management, database design and concepts

Knowledge of LDAP, VPN, SSL, SAML/SSO and other enterprise technologies

Connect chat, agent chat, and virtual agent configuration and design experience

Encryption understanding and core design principles for platforms and data security

Strong JavaScript skills

Experience with self-hosted implementations and/or domain separation is a plus

Strong interpersonal skills and customer-centric attitude

Proven team builder with mentoring abilities

Analytical and problem-solving abilities

A keen eye for detail and ability to fix errors in complex code

Ability to perform tasks independently

Good presentation and report-writing skills

Up to 30% travel annually

Other Information Work personas and eligibility for work location are defined by ServiceNow. See policy details for flexibility, remote options, and office-based requirements. This role is subject to equal opportunity employment and other legally required notices.

Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations For positions requiring access to controlled technology, ServiceNow may need export control approval. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required.

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