Full-Time GenAI Principal Technical Consultant

This role is part of the Creator Workflows and Platform Expert Services team and will be a functional and technical expert on ServiceNow’s front-end technologies. The ideal candidate is passionate about the intersection of human needs and business impact, thrives in a fluid work environment, and is a self-motivated partner/leader and a hands-on maker.

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 (using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry).
• Build ServiceNow user experiences considering customer design, responsiveness, and WCAG 2.1 accessibility (HTML, CSS, AngularJS, SASS, Bootstrap 3, JSON, REST APIs) across all ServiceNow solutions.
• Lead customer design workshops around Service Portal, Workspace, and Mobile
• Transform co-created future state narrative design into an experience, then enhance and refine through validation of design concepts.
• Act as a liaison between customer and third-party design/creative teams and customer leadership and stakeholders to ensure optimum functionality, performance, accessibility, scalability, and security.
• Draft technically focused user stories, their acceptance criteria, testing strategy, and knowledge transfer while supporting customers in reviewing and approving them.
• Create and deliver front-end solutions that consider long-term technical architecture, process design, and ServiceNow technical standards.
• Support the engagement efforts related to Platform wide process definition, re-engineering, improvement, and gap analysis of current/future-state processes and functionality during workshops.
• Advise customers in their efforts to take advantage of the ServiceNow Front End capabilities to improve their existing processes and user experiences.
• Guide and provide ad-hoc oversight and enablement for the customer’s future administrators.
• Be a lead member of an overall engagement project team focused on delivering successful and substantive customer outcomes.
• Juggle multiple and complex projects/initiatives
• Promote continuous improvement practices for delivery/engagement materials
• Support specific sales activities when required
• Provide training and mentoring to other members of the ServiceNow delivery team and partner ecosystem.
• Up to 30% travel, depending on customer needs and internal meetings.

Minimum Qualifications:

• At least 8 years of configuration or development experience – ServiceNow app dev, web development, integrations, ServiceNow portal, workspace, and mobile solutions
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex customer environments, providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems.
• Experience developing with common JavaScript frameworks (AngularJS, React, etc.) and consulting on UX-related projects.
• Experience with Web Technologies (HTML, Web Services, Bootstrap 3, CSS, etc.) and working with SaaS technologies.
• Applying a User-Centered Design mindset and methodology.
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment
• Proven team player and team builder.

Preferred Qualifications:

• Bachelor’s degree or certifications (Human-Computer Interaction or a related field)
• Experience in conceptualization, design strategy, UX, and art direction of prototypes
• Familiarity with collaboration, design, and prototyping tools (Miro, Sketch, inVision, Figma, Adobe Photoshop, and Adobe Illustrator)
• Experience with user research (User Interviews, Usability Studies, Card Sorting, Surveys, etc.)
• Formulating data into a presentable format of personas, research findings, and customer journey maps
• Understanding native mobile, web application, and responsive web design experience
• Command of design basics (readability, iconography, color, and spatial relationships)
• ServiceNow certifications such as System Administrator (CSA), Application Development (CAD), Service Portal, and Virtual Agent.

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