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

ServiceNow•Austin, TX

39d

About The Position

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 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 (providing options with pros, cons, and risks) in a complex and varied customer environment, while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
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 is highly valued.
Experience with development on the ServiceNow platform capabilities (Studio IDE, Mobile, Automated Test Framework, Delegated Development, Flow Designer, Source Control, APIs, and Integrations)
Experience with data management, database design, and database concepts
Knowledge and experience with technical components such as LDAP, VPN, SSL, SAML/SSO and other widespread enterprise technologies
Connect chat, agent chat, and virtual agent configuration and design experience
Encryption understanding and core design principals with customers (Platform, Edge, Database, Full Disk, etc)
Strong Javascript skills with practical experience
Experience with Self Hosted implementations and/or Domain Separation is a plus
Experience with data management, database design, and database concepts
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

Nice To Haves

Experience with ServiceNow's Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
Experience with Self Hosted implementations and/or Domain Separation is a plus

Responsibilities

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.