ServiceNow Principal Technical Consultant - AI

Roles & Responsibilities

Lead project teams to deploy AI and agentic solutions on the ServiceNow platform, including Now Assist, AI Agents, AI Control Tower and AI Agent Orchestration

Lead complex programs of multiple resources delivering AI-enabled ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SecOps, and ITAM capabilities

Lead the architecture and design of complex AI/agentic solutions, including prompt design, skill configuration, and workflow orchestration across ServiceNow AI Experience

Lead the creation of written deliverables, including AI adoption roadmaps, use case business cases, and governance frameworks

Lead client demos and working sessions showcasing GenAI and agentic capabilities

Lead integration design sessions connecting ServiceNow AI capabilities with third-party LLMs, data sources, and enterprise systems

Lead client workshops as process, technical, and AI strategy expert

Serve as escalation point for project team on AI/agentic delivery matters

Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new AI-driven concepts, practices, and approaches

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

Maintain expert-level certifications and stay current on ServiceNow's evolving AI/agentic product roadmap

Identify and communicate AI-driven opportunities across the client portfolio

Participate in pre-sales cycle as AI/agentic technical expert, scoping and positioning AI use cases

Provide thought leadership to AHEAD and our customers on AI adoption, governance, and ROI within ServiceNow

Communicate with external customers, which may include top management, on matters that require explanation, interpretation, and/or advising regarding AI capabilities and risk

Craft innovative and high-impact AI solutions for complex client programs, relying on large teams to implement

Contribute to projects/programs that may address future AI concepts, products, and technologies on the ServiceNow platform

Drive consensus with customers in solving complex AI/agentic solution design challenges

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

Qualifications

Subject matter expert on the ServiceNow platform with demonstrated expertise in AI and agentic capabilities (Now Assist, AI Agents, Predictive Intelligence, Virtual Agent/NLU preferred)

Expert knowledge on at least two process areas within the ServiceNow platform, with applied AI/automation experience in at least one

Expert-level development skills on the ServiceNow platform, including scripting for AI Agent configuration, skill building, and workflow orchestration

Recognized expertise in AI/agentic solution design within the organization

Demonstrate deep expertise across multiple technologies, including GenAI/LLM concepts, prompt engineering, and AI governance frameworks

Able to articulate trade-offs between architecture approaches, including build-vs-configure decisions for AI capabilities and model/tooling selection

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

Strong presentation skills, particularly in communicating AI value and ROI to technical and executive audiences

Strong project and situational awareness

Strong communication skills

Strong attention to detail

Self-starter with a demonstrated interest in staying ahead of ServiceNow's AI/agentic product evolution

Able to travel as needed, up to 15%

Expectations

A lead contributor to their team and the organization as a whole, driving AI/agentic adoption

Bring thought leadership to our organization and our customers on AI within ServiceNow

Contribute to projects/programs that may address future AI concepts, products, and technologies

Coordinate cross-practice and contribute to cross-practice deliverables; help draft AI adoption standards and playbooks

Lead multiple resources when on a cross-practice AI/agentic project

Be an early adopter of new AI-related certifications

Utilized by pre-sales for AI opportunity identification, scoping, and positioning of services and products, including opportunities across practices, and engage pre-sales to begin new AI-focused campaigns that cross practices

Primary contributor to complex workshops that span multiple practice areas inside of AHEAD, with a focus on AI use case discovery

Be able to provide advanced data or situational analysis that requires the evaluation of intangibles, including AI readiness and change management considerations

Drive scoping, planning, and methodology for critical AI/agentic projects

Work on impactful and unique issues at the frontier of ServiceNow's AI capabilities