Full-Time Principal Technical Consultant (Integrations/AI)

The TeamThe Customer Excellence Group at ServiceNow works with customers to achieve business outcomes through prescriptive guidance. You'll collaborate with customers to increase platform consumption, adoption, and satisfaction, driving customer growth on the ServiceNow platform.

The RoleThe Principal Technical Consultant is a functional and technical expert on a customer engagement team. Consulting customers and configuring ServiceNow Integrations using best practices to accelerate customer business outcomes. Designs and implements integrations between ServiceNow and 3rd-party platforms, programs, and applications.

Strong problem-solving skills, programming expertise in various languages, error resolution, support, and procedure development for complex system overlaps are essential. Plays a critical role in delivering transformative integration architectures supporting AI solutions on the platform.

What you get to do:

• Leverage AI to integrate into work processes, decision-making, and problem-solving (using AI tools, automating workflows, analyzing AI insights, and exploring AI impact).
• Develop integration plans and strategies, formulating architectures for system integrations.
• Implement ServiceNow AI offerings (Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI, etc.).
• Develop user-specific solutions based on workshop insights.
• Coordinate with developers for integration and platform functionality alignment.
• Adhere to best practices in integration processes.
• Act as a SME to resolve complex user issues related to Integrations and AI solutions.
• Identify, debug, and advise on system errors or architecture issues.
• Analyze and improve instance configurations to support future needs.

Skills & Requirements:

• 8+ years configuration/development experience for complex integrations.
• Proven ability to influence and consult customers, providing options with pros, cons, and risks, and leading customer stakeholders in solving technical/business problems.
• 2+ ServiceNow mainline CIS certifications & ServiceNow Certified Application Developer (CAD) certification.
• Technical lead experience on engagements.
• Experience architecting system integrations and creating complex high-level architecture diagrams.
• Extensive experience with Integration Technologies (Web Services, middleware, LDAP, SSO, JDBC, Import/Export Sets, IDR, Remote Tables, Remote Process, etc.), SaaS technologies.
• Understanding of AI models, Deep Learning models, and Large Language Models with a focus on Generative AI.
• Experience with ServiceNow's AI capabilities (Predictive/Task Intelligence, AI Search, Virtual Agent).
• ServiceNow platform development experience (Studio IDE, Mobile, Automated Test Framework, Delegated Development, Flow Designer, Source Control, APIs, Integrations).
• Data management, database design, and database concepts.
• Knowledge and experience with technical components (LDAP, VPN, SSL, SAML/SSO).
• Connect chat, agent chat, and virtual agent configuration and design.
• Encryption understanding and core design principles.
• Understanding and/or development experience with MID Servers, Notify, Orchestration.
• Strong Javascript skills.
• Experience with Self-Hosted implementations/Domain Separation is a plus.
• Strong interpersonal skills, customer-centric attitude, ability to operate in diverse environments.
• Team building and mentoring abilities.
• Analytical, problem-solving, detail-oriented, and error-fixing skills.
• Good presentation and report-writing skills.
• Up to 30% travel.

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