ServiceNow Product Consultant _ AI​/Gen AI​/Agentic AI

Description:

Role Description

1) Lead short term Service Now consulting/advisory assignment in the customer environment to:

a. Lead discovery effort to design an approach and roadmap for AI & GenAI use cases and capabilities using Service Now Now Assist, traditional AI capabilities and AI Agents

b. Lead assessment of current Service Now AI/GenAI product implementation and setup to recommend gaps, improvement areas, best practices, continual transformation.

c. Lead assessment of LLM/GenAI frameworks and tools and other AI/ML end-to-end solutions. Design prototypes, POCs, pilot and POV's to demonstrate solution feasibility and value

2) As a solution consultant and architect, work as the lead Solution architect for new product implementation in Service Now AI, GenAI, Agentic AI areas

3) As a solution consultant and architect, work as the lead Solution architect for Research, design, build, and train innovative applications of LLMs to solve complex real-world problems in Service Now platform

4) Support presales and solutioning effort (Crafting solution content and presenting to customer) for RFP's, proactive opportunities, as an expert in the Service Now AI, GenAI and AI Agent areas

5) Develop a comprehensive thought leadership strategy with Service Now at the core and aligned with Business objectives and Industry trends.

6) Other Responsibilities

a. Stay current on competitive analysis and market differentiation (Ex: Battle Cards)

b. Conduct research to identify topics that resonate with the Customers and thereby develop solutions.

c. Create solution collaterals, collaborate with delivery to create case studies.

d. Contribute with offering maturation and new offering ideas.

e. Leverage BFSI business case expertise to articulate ways in which the Now platform will drive competitive advantage for their business.

f. Represent TCS in partner events.

Pre-requisites

1) 10+ years of experience in Solution consulting/advisory & Architecture and at least 5+ years of Service Now Product experience.

2) Extensive experience with Service Now platform, a. In Service Now ITxM modules (ITSM, ITAM, ITOM) - at least one design, architect and implementation of ITSM on Service Now b. In Service Now Predictive & Task Intelligence, Virtual Agent, Now Assist, AI Agents

3) Strong background in solution architecture and technical design, with a focus on AI Solutions and innovation, ML Ops. Understanding of Agentic AI solutions

4) Strong understanding of IT and business processes and the ability to translate these into technical solutions.

5) Prior experience of working on any one of the AI/GenAI platforms ex: MS Copilot, OpenAI, Google GenAI, etc.

6) Prior experience of working on any one of the Chatot, virtual agent platforms, ex: Moveworks, Kore.ai, Yellow.ai, Amelia, etc.

7) Ability to connect seamlessly with functional and technical customer SME's
8) Balanced knowledge of technology and domain

9) Candidates with the following Certification & Credentials will be preferred

a. Service Now CSA

b. TOGAF or equivalent architecture framework

10) Working knowledge of integrations (Rest ,SOAP, JSON, e-bonding, XML, SNMP, Web API/Web Services) and GenAI (Now Assist) / Virutual Agent.

Soft Skills

1. Technologist at heart and quick learner

2. Ability to work as Individual Contributor as well as leader, navigate through matrix environment and ambiguous situation.

3. Excellent communication skills, both written and verbal, ability to work effectively in virtual teams across multiple locations.

4. Self-starter, good interpersonal skills, ability to lead customer meetings and build customer confidence. Open to travel.

5. Self-starter, Team Player and motivated

Preference will be given to associates with

1) Banking, Financial Services and/Insurance Background

2) Strong experience with Service Now non-IT product portfolio

3) Experience working in Agile environment using SCRUM methodology.

4) JavaScript, Bootstrap, Python, SSH and .NET Framework/Java

5) Applied research background leveraging frameworks to build LLM prototypes, knowledge of best practices for production LLM development

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