Principal Technical Consultant

Summary

Join ServiceNow's Customer Excellence Group as a Principal Technical Consultant, Integrations Specialist, leveraging your expertise in ServiceNow integrations and AI solutions to drive customer success. You will design and implement integrations between ServiceNow and third-party systems, ensuring optimal performance and alignment with best practices. This role demands a deep understanding of AI models and ServiceNow's AI offerings, along with extensive experience in integration technologies and development on the ServiceNow platform. You will act as a technical lead, providing consulting and thought leadership to customers while resolving complex issues and mentoring team members. The position requires strong problem-solving, communication, and collaboration skills, with 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 architecting systems integrations and creating complex high level architecture diagrams
• Extensive experience with Integration Technologies (Web Services (REST/SOAP), middleware, LDAP, SSO, JDBC, Import Sets, Export Sets, IDR (instance data replication), Remote Tables, Remote Process, etc.) and working with SaaS technologies
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
• 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 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)
• Understanding and/or development experience with MID Servers, Notify, Orchestration
• Strong Javascript skills with practical experience
• 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

Responsibilities

• 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 integration development plans and strategies while formulating architectures for systems integrations
• 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
• Developing solutions specific to user requirements gathered in workshops
• Coordinating activities with other developers to ensure that integrations and platform functionality is designed to support the overall project
• Ensuring that best practices in integration processes are followed by the organization
• Act as an SME to solve complex user issues related to Integrations and 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

Preferred Qualifications

• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
• Experience with Self Hosted implementations and/or Domain Separation is a plus