Principal Technical Consultant, Platform Products Expert

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, ensuring optimal performance and alignment with business objectives. Responsibilities include developing integration strategies, implementing AI offerings, resolving complex issues, and mentoring team members. The ideal candidate possesses extensive experience in integration technologies, AI models, and ServiceNow development, along with strong problem-solving and communication skills. This position requires at least 8 years of relevant experience and specific ServiceNow certifications. Up to 30% travel is required annually.

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