ServiceNow Senior Technical Consultant - AI

Role Description

As a Senior Technical Consultant focused on AI capabilities, you will own the end-to-end build of AI-enabled solutions on the Now Platform — Now Assist skills and AI Agents through predictive models, AI Search, and the data foundations that make them work. You will guide development activities, mentor technical consultants and junior developers, and partner with Principal consultants and architects to shape complex agentic solutions. Beyond core platform development, you will lead AI enablement across at least one additional product suite (ITSM, ITOM, ITAM, SecOps, IRM, CSM, HRSD, SPM, or ESM) and translate ambiguous business outcomes into secure, governed, measurable AI capabilities.

Roles & Responsibilities

• Solution and Stakeholder Leadership
  • Translate business outcomes and documented requirements into AI solutions that are secure, governed, explainable, and aligned to platform best practices.
  • Identify and qualify AI use cases with clients, assessing data readiness, deflection or cycle-time potential, risk tolerance, and human-in-the-loop requirements.
  • Conduct client and internal demos of Now Assist, AI Agents, AI Control Tower and agentic workflows.
  • Actively participate in Agile ceremonies, flagging technical and AI-specific risks during planning.
• Hands-On Development and Delivery Governance
  • Build and extend Now Assist skills, AI Agents, agentic workflows, and orchestration logic.
  • Develop the supporting platform foundation: integrations, Flow Designer and Integration Hub actions, custom tools exposed to agents.
  • Configure and tune Predictive Intelligence models, Document and Task Intelligence, Virtual Agent and NLU/Conversational Interfaces, and AI Search relevancy.
  • Extend AI beyond native capabilities via Generative AI Controller, AI Agent Fabric / MCP, and third-party LLM or agent integrations.
  • Establish evaluation discipline: baseline metrics, golden datasets, regression test suites for prompts and skills.
  • Enforce responsible-AI guardrails — data handling and PII scoping, role-based access to AI capabilities.
  • Safeguard quality through peer reviews, automated tests, and coordinated promotions across dev, test, and prod.
  • Own defect resolution during UAT and hyper-care, driving root-cause analysis and continuous tuning.
• Team Leadership and Mentoring
  • Coach junior developers on AI fundamentals, prompt and agent design patterns.
  • Coordinate daily development tasks, remove roadblocks, and safeguard delivery timelines.
  • Facilitate training sessions and knowledge-sharing forums.
• Innovation and Cross-Product Leadership
  • Lead AI delivery across at least one product suite beyond core platform work.
  • Build reusable accelerators — skill libraries, agent patterns, evaluation harnesses.
  • Track each ServiceNow release for new AI capabilities and advise clients on adoption sequencing.
  • Contribute lessons learned, benchmarks, and technical articles to internal knowledge bases.

Qualifications

• 6+ years in the ServiceNow domain, with meaningful recent time spent building AI-enabled solutions in production.
• ServiceNow AI depth – Now Assist, AI Agent Studio and AI Agent Orchestrator, Now Assist Skill Kit, AI Search, Predictive Intelligence, Document/Task Intelligence, Virtual Agent and NLU, AI Control Tower, and Generative AI Controller.
• Data foundation fluency – Understands that AI outcomes track data quality; comfortable with Workflow Data Fabric, CMDB/CSDM health, knowledge governance, and taxonomy design.
• Core-platform expertise – Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder and Workspaces.
• Hands-on coding – Advanced JavaScript and Glide APIs, REST integration design and consumption.
• Applied AI craft – Prompt engineering and iteration, retrieval and grounding patterns, tool/function calling.
• Evaluation and measurement rigor – Defines success metrics before building, tests systematically.
• Responsible AI judgment – Practical command of data privacy, access control, auditability, bias and hallucination risk.
• Product depth – Proven leadership in at least one suite beyond core ITSM and Service Portal.
• Collaborative mentor and lifelong learner – Explains AI concepts simply to non-technical stakeholders.
• ServiceNow certifications – CSA, CAD, CIS, and AI-related micro-certifications are welcome.
• Broader tech stack awareness – Familiarity with LLM providers and APIs, vector search and RAG architectures.

Requirements

• $160,000 - $190,000 a year.
• The compensation range indicated reflects the On-Target Earnings (“OTE”) for this role.

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.