Principal Technical Consultant (Integrations/AI), Platform Products Expert Implementation Servi[...] - ServiceNow : Job Details

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible or Remote

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Team

The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction, ultimately helping them grow their business on the ServiceNow platform by demonstrating the value of their investment.

The Role

The Principal Technical Consultant, Integrations Specialist, is the functional and technical expert within a customer engagement team. You will consult with customers and configure ServiceNow Integrations based on best practices, aiming to accelerate and drive business outcomes. You will design and implement integrations between ServiceNow and third-party platforms, utilizing your extensive programming skills across multiple languages and frameworks. Your role includes resolving errors, supporting complex system overlaps, and delivering transformative integration architectures that support AI solutions on the platform.

What you get to do in this role:

• Leverage or critically evaluate how to integrate AI into work processes, decision-making, or problem-solving, including automating workflows and analyzing AI-driven insights.
• Develop integration plans and strategies, formulating system architectures.
• Implement ServiceNow AI offerings such as Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI, and upcoming capabilities.
• Create solutions tailored to user requirements gathered during workshops.
• Coordinate with developers to ensure integrations support overall project goals.
• Follow best practices in integration processes organization-wide.
• Act as an SME to troubleshoot complex issues related to Integrations and AI solutions.
• Resolve data conflicts and overlaps, and analyze current configurations for future readiness.
• Identify and advise on system errors or architecture issues.

To be successful in this role, we need someone who has:

• Active Security Clearance Required
• At least 8 years of experience in configuring/developing complex integration technologies.
• Ability to influence and consult in complex customer environments, providing thought leadership.
• Maintain at least 2 ServiceNow CIS certifications and a ServiceNow Certified Application Developer (CAD).
• Experience leading technical engagements and designing complex system integrations.
• Extensive knowledge of integration technologies (Web Services, middleware, LDAP, SSO, JDBC, etc.) and SaaS technologies.
• Understanding of AI models, Deep Learning, and Large Language Models, especially Generative AI.
• Experience with ServiceNow's AI offerings like Predictive/Task Intelligence, AI Search, and Virtual Agent is preferred.
• Proficiency with ServiceNow platform development tools and data management concepts.
• Knowledge of enterprise technologies such as LDAP, VPN, SSL, SAML/SSO.
• Experience with chat configurations and encryption principles.
• Understanding or experience with MID Servers, Notify, Orchestration, and self-hosted implementations is a plus.
• Strong interpersonal, analytical, and problem-solving skills, with a detail-oriented approach.
• Ability to work independently and communicate effectively, with up to 30% travel expected annually.

We value flexibility and trust in our distributed work environment. Work personas (flexible, remote, or in-office) are assigned based on role requirements. Learn more here.

Equal Opportunity Employer

ServiceNow is committed to diversity and inclusion. We consider all qualified applicants without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. We also consider applicants with arrest or conviction records in accordance with legal requirements.

Accommodations

If you require accommodations during the application process, please contact [email protected] for assistance.

Export Control Regulations

This position may require compliance with export control laws, including obtaining necessary licenses or approvals from government authorities.