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

The TeamThe 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 RoleThe 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.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 AIs 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 customersDeveloping 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. Qualifications : To be successful in this role we need someone who has:At least 8 years of configuration/development experience for complex highly capable solutionsDemonstrated 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 problemsMaintain at least 2 ServiceNow mainline CIS certificationsMaintain ServiceNow Certified Application Developer (CAD) certificationAct as a technical lead on any engagementUnderstanding of AI Models Deep Learning Models and Large Language Models with a focus on Generative AI.Experience with ServiceNows 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 conceptsKnowledge and experience with technical components such as LDAP VPN SSL SAML/SSO and other widespread enterprise technologiesConnect chat agent chat and virtual agent configuration and design experienceEncryption understanding and core design principals with customers (Platform Edge Database Full Disk etc)Strong Javascript skills with practical experienceExperience with Self Hosted implementations and/or Domain Separation is a plusExperience with data management database design and database conceptsStrong interpersonal skills customer-centric attitude and ability to operate within a culturally diverse environmentProven team builder with the ability to mentor and develop talentAnalytical and problem-solving abilitiesA keen eye for detail and the ability to spot and fix errors in complex codeAbility to perform tasks independentlyGood presentation and report-writing skillsUp to 30% travel annually FD21  Additional Information : Work PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. Remote Work : YesEmployment Type : Full-time Key Skills Children Activity,Internet Marketing,Land Survey,Accountancy,Gynecology,Fashion Merchandising Experience: years Vacancy: 1