ServiceNow's Customer Excellence Group aims to help customers achieve their business outcomes by providing prescriptive guidance, driving consumption, adoption, and customer satisfaction on the ServiceNow platform. The Principal Technical Consultant (AI) will focus on designing and implementing AI systems to enhance customer value and business growth.
Requirements
- 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
- Strong Javascript skills with practical experience
Responsibilities
- Designing and implementing AI systems with NowAssist skills, AI Agents, and Workflow Data Fabric, utilizing programming expertise in multiple languages and frameworks.
- 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
- Developing 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.
- Analyzing and improving current instance configuration and setup to ensure proper design to support future of customer.
Other
- 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
- Up to 30% travel annually
