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

ServiceNow • Austin, TX

98d

About The Position

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.

Requirements

• At least 8 years of configuration/development experience for complex, highly capable solutions.
• Demonstrated ability to influence and consult in a complex and varied customer environment.
• Maintain at least 2 ServiceNow mainline CIS certifications.
• Maintain ServiceNow Certified Application Developer (CAD) certification.
• Act as a technical lead on any engagement.
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent.
• Experience with development on the ServiceNow platform capabilities.
• Experience with data management, database design, and database concepts.
• Knowledge and experience with technical components such as LDAP, VPN, SSL, SAML/SSO.
• Connect chat, agent chat, and virtual agent configuration and design experience.
• Strong Javascript skills with practical experience.
• Experience with Self Hosted implementations and/or Domain Separation is a plus.
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.
• Proven team builder with the ability to mentor and develop talent.
• Analytical and problem-solving abilities.
• A keen eye for detail and the ability to spot and fix errors in complex code.
• Ability to perform tasks independently.
• Good presentation and report-writing skills.

Responsibilities

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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.

Benefits

• Flexible work personas (flexible, remote, or required in office).
• Equal Opportunity Employer.
• Accommodations for candidates requiring assistance in the application process.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree