ServiceNow Principal Technical Consultant - AI

Service Now Principal Technical Consultant

AHEAD builds AI-powered platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of AI digital transformation.

At AHEAD, we prioritize creating a culture of belonging, where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.

We are an equal opportunity employer, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.

We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.

As a Service Now Principal Technical Consultant with a focus on AI and agentic capabilities, you will utilize your Service Now expertise and experience to architect, design, develop, and deploy AI-powered solutions on the Service Now platform — including Now Assist, AI Agents, Agentic AI Workflows, Predictive Intelligence, and GenAI-enabled process automation. You will drive a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality, owning the overall outcome of your projects.

The Service Now Principal Technical Consultant is an experienced subject matter expert and focuses on development and delivery of value-added integration and consultative services in the area of Enterprise AI solutions, designing, deploying, and integrating various product sets — with an emphasis on driving measurable business outcomes through intelligent automation. There is an expectation of at least 25% travel.

Roles & Responsibilities

• Lead project teams to deploy AI and agentic solutions on the Service Now platform, including Now Assist, AI Agents, AI Control Tower and AI Agent Orchestration
• Lead complex programs of multiple resources delivering AI-enabled ITSM, ITOM, CMDB/CSDB, HRSD, CSM, Sec Ops, and ITAM capabilities
• Lead the architecture and design of complex AI/agentic solutions, including prompt design, skill configuration, and workflow orchestration across Service Now AI Experience
• Lead the creation of written deliverables, including AI adoption roadmaps, use case business cases, and governance frameworks
• Lead client demos and working sessions showcasing GenAI and agentic capabilities
• Lead integration design sessions connecting Service Now AI capabilities with third-party LLMs, data sources, and enterprise systems
• Lead client workshops as process, technical, and AI strategy expert
• Serve as escalation point for project team on AI/agentic delivery matters
• Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new AI-driven concepts, practices, and approaches
• Obtain and maintain certifications with associated qualifications, including Service Now AI-focused credentials (e.g., Now Assist, Certified Application Developer with AI specialization)
• Maintain expert-level certifications and stay current on Service Now's evolving AI/agentic product roadmap
• Identify and communicate AI-driven opportunities across the client portfolio
• Participate in pre-sales cycle as AI/agentic technical expert, scoping and positioning AI use cases
• Provide thought leadership to AHEAD and our customers on AI adoption, governance, and ROI within Service Now
• Communicate with external customers, which may include top management, on matters that require explanation, interpretation, and/or advising regarding AI capabilities and risk
• Craft innovative and high-impact AI solutions for complex client programs, relying on large teams to implement
• Contribute to projects/programs that may address future AI concepts, products, and technologies on the Service Now platform
• Drive consensus with customers in solving complex AI/agentic solution design challenges
• Establish and advise on AI governance, responsible AI use, data privacy, and model performance monitoring within Service Now deployments

Qualifications

• Subject matter expert on the Service Now platform with demonstrated expertise in AI and agentic capabilities (Now Assist, AI Agents, Predictive Intelligence, Virtual Agent/NLU preferred)
• Expert knowledge on at least two process areas within the Service Now platform, with applied AI/automation experience in at least one
• Expert-level development skills on the Service Now platform, including scripting for AI Agent configuration, skill building, and workflow orchestration
• Recognized expertise in AI/agentic solution design within the organization
• Demonstrate deep expertise across multiple technologies, including GenAI/LLM concepts, prompt engineering, and AI governance frameworks
• Able to articulate trade-offs between architecture…