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

Company Description

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We are growing fast, innovating faster, and making a significant impact on our customers' and employees' lives. Serving approximately 80% of the Fortune 500, we are on the 2020 list of FORTUNE World's Most Admired Companies. We are looking for people ready to help us build on our incredible momentum, diverse workforce, and purpose to make the world of work, work better.

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 this group, you will work with customers to drive consumption, adoption, and customer satisfaction, ultimately helping them grow their business on the ServiceNow platform by realizing the value of their investment.

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.
• Devise 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.
• Develop solutions specific to user requirements gathered in workshops.
• Coordinate activities with other developers to ensure that Now Assist and platform functionality is designed to support the overall project.
• Ensure 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.
• Check and correct conflicts in data configurations and overlaps.
• Analyze and improve current instance configuration and setup to ensure proper design to support the future of the customer.
• Identify, debug, and advise on system errors or architecture issues.

Qualifications

To be successful in this role, we need someone who has:

• 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.
• 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.
• Up to 30% travel annually.

Category

AI & Machine Learning