Principal Technical Consultant – AI

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee project teams in deploying AI and agentic solutions on the ServiceNow platform, which includes Now Assist, AI Agents, AI Control Tower, and AI Agent Orchestration.

• Manage complex programs involving multiple resources to deliver AI-enabled ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SecOps, and ITAM functionalities.

• Direct the architecture and design of intricate AI/agentic solutions, encompassing prompt design, skill configuration, and workflow orchestration across the ServiceNow AI Experience.

• Produce written deliverables such as AI adoption roadmaps, business cases for use cases, and governance frameworks.

• Conduct client demonstrations and workshops to highlight GenAI and agentic capabilities.

• Facilitate integration design sessions that connect ServiceNow AI functionalities with third-party LLMs, data sources, and enterprise systems.

• Lead client workshops as an expert in process, technical, and AI strategy.

• Act as an escalation point for the project team regarding AI/agentic delivery issues.

• Influence team members, the broader internal team, and external customers, including senior management, to embrace new AI-driven concepts, practices, and methodologies.

• Obtain and sustain certifications and qualifications, including ServiceNow AI-focused credentials (e.g., Now Assist, Certified Application Developer with AI specialization).

• Maintain expert-level certifications and remain updated on ServiceNow's advancing AI/agentic product roadmap.

• Identify and relay AI-driven opportunities throughout the client portfolio.

• Engage in the pre-sales cycle as the AI/agentic technical expert, scoping and positioning AI use cases.

• Provide thought leadership to AHEAD and clients on AI adoption, governance, and ROI within ServiceNow.

• Communicate with external customers, which may include top management, on issues requiring explanation, interpretation, and advice regarding AI capabilities and risks.

• Design innovative and impactful AI solutions for complex client programs, leveraging large teams for implementation.

• Contribute to projects/programs that explore future AI concepts, products, and technologies on the ServiceNow platform.

• Facilitate consensus with customers in addressing complex AI/agentic solution design challenges.

• Establish and advise on AI governance, responsible AI usage, data privacy, and model performance monitoring within ServiceNow deployments.

⛳️ Requirements

• Subject matter expert in the ServiceNow platform with proven expertise in AI and agentic capabilities (preferably Now Assist, AI Agents, Predictive Intelligence, Virtual Agent/NLU).

• In-depth knowledge of at least two process areas within the ServiceNow platform, with practical AI/automation experience in at least one.

• Advanced development skills on the ServiceNow platform, including scripting for AI Agent configuration, skill development, and workflow orchestration.

• Recognized authority in AI/agentic solution design within the organization.

• Exhibit deep expertise across various technologies, encompassing GenAI/LLM concepts, prompt engineering, and AI governance frameworks.

• Capable of articulating trade-offs between architectural approaches, including decisions on building versus configuring AI capabilities and selecting models/tools.

• Strong skills in integrating ServiceNow AI capabilities with third-party tools, LLMs, and data platforms.

• Excellent presentation skills, particularly in conveying AI value and ROI to both technical and executive audiences.

• Strong project and situational awareness.

• Exceptional communication skills.

• Meticulous attention to detail.

• Self-motivated individual with a keen interest in keeping pace with ServiceNow's AI/agentic product advancements.

• Willingness to travel as required, up to 15%.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• 401(k).

• Paid company holidays.

• Paid time off.

• Paid parental and caregiver leave.

• Plus more! See benefits here for additional details.