Senior Technical Consultant – AI

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

📋 Description

• Convert business outcomes and documented requirements into AI solutions that are secure, governed, explainable, and adhere to platform best practices.

• Identify and evaluate AI use cases with clients, examining data readiness, potential for deflection or cycle time reduction, risk tolerance, and human-in-the-loop requirements.

• Perform client and internal demonstrations of Now Assist, AI Agents, AI Control Tower, and agentic workflows.

• Actively engage in Agile ceremonies, highlighting technical and AI-specific risks.

• Develop and expand Now Assist skills, AI Agents, agentic workflows, and orchestration logic.

• Build the supporting platform foundation and configure/tune predictive intelligence models.

• Implement evaluation discipline: baseline metrics, golden datasets, and regression test suites.

• Manage defect resolution during UAT and hyper-care, addressing model and prompt performance issues.

• Mentor junior developers on AI fundamentals and oversee daily development tasks.

• Drive AI delivery across at least one product suite in addition to core platform work.

• Share lessons learned, benchmarks, and technical articles within internal knowledge bases.

⛳️ Requirements

• Over 6 years of experience in the ServiceNow domain, with significant recent involvement in developing AI-enabled solutions in production environments.

• Deep knowledge of ServiceNow AI tools including Now Assist, AI Agent Studio, AI Agent Orchestrator, Now Assist Skill Kit, AI Search, Predictive Intelligence, Document/Task Intelligence, Virtual Agent and NLU, AI Control Tower, and Generative AI Controller.

• Proficient in data foundation – Recognizes that AI outcomes are influenced by data quality; comfortable with Workflow Data Fabric, CMDB/CSDM health, knowledge governance, and taxonomy design as essential elements.

• Expertise in core platform – Familiar with Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder and Workspaces, imports, and possesses an architectural mindset focused on performance, scalability, and seamless upgrades.

• Proficient in hands-on coding – Advanced JavaScript and Glide APIs, REST integration design and usage, authentication schemes, and data pipelines; strong foundational skills in vanilla JavaScript, including testing practices and version control discipline.

• Skilled in applied AI techniques – Experienced in prompt engineering and iteration, retrieval and grounding patterns, tool/function calling, agent decomposition and orchestration, and understanding the limitations of LLMs and strategies to manage them.

• Strong evaluation and measurement discipline – Establishes success metrics prior to development, conducts systematic testing, and provides candid results, including negative outcomes.

• Responsible AI understanding – Practical knowledge of data privacy, access control, auditability, bias and hallucination risks, and associated governance discussions.

• Demonstrated product expertise – Proven leadership in at least one suite beyond core ITSM and Service Portal.

• Collaborative mentor and continuous learner – Explains AI concepts clearly to non-technical stakeholders, adjusts expectations in line with reality, and keeps up-to-date in a rapidly evolving field.

• Relevant ServiceNow certifications – CSA, CAD, CIS, and AI-related micro-certifications are advantageous, though demonstrated practical expertise is prioritized over formal credentials.

• Awareness of broader tech stack – Familiarity with LLM providers and APIs, vector search and RAG architectures, MCP, cloud platforms, DevOps toolchains, or analytics beyond the ServiceNow ecosystem.

🏝️ 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.