The Team

The Customer Excellence Group at Service Now works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment.

The Role

The Principal Technical Consultant (AI) serves as the functional and technical specialist for customer engagement teams, providing guidance to clients and configuring Service Now AI solutions according to established practices. This position is responsible for designing and implementing AI systems with Now Assist skills, AI Agents, and Workflow Data Fabric, utilizing programming expertise in multiple languages and frameworks. Duties include troubleshooting issues, assisting users, and developing solutions for complex use cases, with the goal of delivering effective AI implementations on the platform.

What you get to do in this role:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Devising development plans and strategies while formulating architectures for AI solutions in Service Now.
• Implement the latest Service Now 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.
• Checking and correcting conflicts in data configurations and overlaps.
• Analyzing and improving current instance configuration and setup to ensure proper design to support future of customer.
• Identifying, debugging, and advising on system errors or architecture issues.

To be successful in this role, we need someone who has:

• At least 8 years of configuration/development experience for complex, highly capable, solutions
• 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 Service Now mainline CIS certifications
• Maintain Service Now Certified Application Developer (CAD) certification
• Act as a technical lead on any engagement
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with Service Now’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
• Experience with development on the Service Now 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
• Encryption understanding and core design principals with customers (Platform, Edge, Database, Full Disk, etc)
• Strong Javascript skills with practical experience
• Experience with Self Hosted implementations and/or Domain Separation is a plus
• Experience with data management, database design, and database concepts
• 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
• Analytical and problem-solving abilities
• A keen eye for detail and the ability to spot and fix errors in complex code
• Ability to perform tasks independently
• Good presentation and report-writing skills
• Up to 30% travel annually

FD21

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

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Service Now is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies. ® We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better. Learn more on Life at Now blog and hear from our employees about their experiences working at Service Now.