ServiceNow's Customer Excellence Group aims to help customers achieve their business outcomes by driving consumption, adoption, and customer satisfaction on the ServiceNow platform. The Principal Technical Consultant, Integrations Specialist will act as a functional and technical expert to consult with customers, configure ServiceNow Integrations, and design/implement integrations between ServiceNow and third-party platforms to accelerate customer business outcomes and support AI solutions.
Requirements
- At least 5 years of configuration/development experience for complex, highly capable, integration technologies
- Maintain at least 2 ServiceNow mainline CIS certifications
- Maintain ServiceNow Certified Application Developer (CAD) certification
- Experience with architecting systems integrations and creating complex high level architecture diagrams
- Extensive experience with Integration Technologies (Web Services (REST/SOAP), middleware, LDAP, SSO, JDBC, Import Sets, Export Sets, IDR (instance data replication), Remote Tables, Remote Process, etc.) and working with SaaS technologies
- 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
Responsibilities
- Consulting with customers and configuring ServiceNow Integrations based on configuration best practices
- Design and implement integrations between ServiceNow and third-party software platforms, programs, and applications
- Resolve errors, provide support, and develop procedures to navigate complex system overlaps
- Deliver transformative integration architectures that support AI solutions on the platform
- Devising integration development plans and strategies while formulating architectures for systems integrations
- 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
- Act as an SME to solve complex user issues related to Integrations and AI solutions
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
- Act as a technical lead on any engagement
- Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment
- Proven team builder with the ability to mentor and develop talent
- Up to 30% travel annually
