Genai Principal Technical Consultant

Summary

Join ServiceNow's Customer Excellence Group as a Principal Technical Consultant, Integrations Specialist! In this role, you will leverage your expertise in ServiceNow integrations and AI to drive customer success. You will design and implement integrations between ServiceNow and third-party systems, act as a subject matter expert, and provide advisory services. This position requires extensive experience in configuration/development, AI models, and ServiceNow certifications. You will collaborate with other developers, solve complex user issues, and ensure optimal platform configuration. The role involves up to 30% annual travel.

Requirements

• At least 8 years of configuration/development experience for complex, highly capable, integration technologies
• 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 ServiceNow mainline CIS certifications
• Maintain ServiceNow Certified Application Developer (CAD) certification
• Act as a technical lead on any engagement
• Experience with AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
• Design and build of complex reporting requirements specific to OOTB reporting and Performance Analytics
• 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)
• Experience working inside of Flow Designer with custom flows to meet customer requirements
• Understanding and/or development experience with MID Servers, Notify, Orchestration
• Strong Javascript skills with practical experience
• 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

Responsibilities

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Devising and reporting on platform development plans and strategies
• Developing solutions specific to user requirements gathered in workshops
• Coordinating activities with other developers to ensure that platform functionality is designed to support the overall project
• Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
• 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
• Advisory services provided on design principals and development not performed by ServiceNow

Preferred Qualifications

• Experience with Self Hosted implementations and/or Domain Separation is a plus
• Experience with development on the ServiceNow platform capabilities (Studio IDE, Mobile, Automated Test Framework, Delegated Development, Flow Designer, Source Control, APIs, and Integrations)
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued