ServiceNow Principal Technical Consultant - AI

Role Description

As a ServiceNow Principal Technical Consultant with a focus on AI and agentic capabilities, you will utilize your ServiceNow expertise and experience to architect, design, develop, and deploy AI-powered solutions on the ServiceNow platform — including Now Assist, AI Agents, Agentic AI Workflows, Predictive Intelligence, and GenAI-enabled process automation. You will drive a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality, owning the overall outcome of your projects. The ServiceNow Principal Technical Consultant is an experienced subject matter expert and focuses on development and delivery of value-added integration and consultative services in the area of Enterprise AI solutions, designing, deploying, and integrating various product sets — with an emphasis on driving measurable business outcomes through intelligent automation. There is an expectation of at least 25% travel.

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.

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.

Compensation

$180,000 - $200,000 a year. The compensation range indicated in this posting reflects the On-Target Earnings (“OTE”) for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate’s relevant experience, qualifications, and geographic location.