ServiceNow Principal Technical Consultant

About the role

This position centers on architecting, building, and deploying AI-driven solutions within the ServiceNow platform. You will lead project teams, mentor colleagues, and own delivery outcomes for complex enterprise implementations. The role combines deep technical work with client-facing consulting, including workshops, demos, and strategic advisory on intelligent automation.

Key facts

What you'll do

• Direct project teams implementing AI and agentic solutions such as Now Assist, AI Agents, AI Control Tower, and AI Agent Orchestration on ServiceNow
• Lead multi-resource programs delivering AI-enabled capabilities across ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SecOps, and ITAM
• Architect complex AI and agentic solutions covering prompt design, skill configuration, and workflow orchestration within ServiceNow AI Experience
• Produce written deliverables including AI adoption roadmaps, use case business cases, and governance frameworks
• Conduct client demonstrations and working sessions focused on GenAI and agentic features
• Lead integration design sessions connecting ServiceNow AI with third-party LLMs, data sources, and enterprise systems
• Facilitate client workshops as a process, technical, and AI strategy specialist
• Serve as escalation point for AI and agentic delivery issues
• Influence internal teams and external stakeholders, including senior management, on AI-driven concepts and approaches
• Obtain and maintain ServiceNow AI-focused certifications such as Now Assist and Certified Application Developer with AI specialization
• Stay current on ServiceNow's evolving AI and agentic product roadmap
• Identify AI-driven opportunities across client portfolios
• Support pre-sales activities as an AI and agentic technical specialist, scoping and positioning use cases
• Provide thought leadership on AI adoption, governance, and ROI within ServiceNow
• Communicate with external customers, including top management, on AI capabilities and associated risks
• Design high-impact AI solutions for complex client programs with large implementation teams
• Contribute to initiatives exploring future AI concepts, products, and technologies on the platform
• Build consensus with customers on complex AI and agentic solution design challenges
• Establish and advise on AI governance, responsible AI use, data privacy, and model performance monitoring

Requirements

• Subject matter expertise on the ServiceNow platform with demonstrated knowledge of AI and agentic capabilities including Now Assist, AI Agents, Predictive Intelligence, and Virtual Agent/NLU
• Expert knowledge in at least two ServiceNow process areas, with applied AI or automation experience in at least one
• Expert-level ServiceNow development skills including scripting for AI Agent configuration, skill building, and workflow orchestration
• Recognized expertise in AI and agentic solution design
• Deep knowledge across multiple technologies including GenAI and LLM concepts, prompt engineering, and AI governance frameworks
• Ability to articulate trade-offs between architecture approaches, including build-vs-configure decisions for AI capabilities and model or tooling selection
• Strong integration skills connecting ServiceNow AI capabilities with third-party tools, LLMs, and data platforms
• Strong presentation skills for communicating AI value and ROI to technical and executive audiences
• Strong project and situational awareness
• Strong communication skills and attention to detail
• Self-directed with demonstrated interest in staying ahead of ServiceNow AI and agentic product evolution

Skills & tools

• ServiceNow platform (ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SecOps, ITAM)
• Now Assist
• AI Agents and AI Agent Orchestration
• AI Control Tower
• Predictive Intelligence
• Virtual Agent and NLU
• ServiceNow AI Experience
• GenAI and LLM integration
• Prompt engineering
• Third-party LLM and data platform integration
• AI governance frameworks

Practical notes

• Travel requirement of up to 15-25%
• Benefits include medical, dental, and vision insurance, 401(k), paid company holidays, paid time off, and paid parental and caregiver leave
• The company may use AI tools during the hiring process for application review and interview transcription; candidates can opt out without penalty by using the General Application