Principal Technical Consultant (AI), Platform Products Expert Implementation Services

ServiceNow; Toronto; On-site; CAD 100,000 - 130,000; Full time

Job summary

A leading cloud services company in Toronto is seeking a Principal Technical Consultant to design and implement AI solutions, providing guidance to clients and enhancing their use of the ServiceNow platform. The role requires at least 8 years of experience in configuration/development and strong Javascript skills. Join to help drive customer satisfaction and success in leveraging AI technology.

Qualifications

• 8+ years of development experience for complex solutions.
• Maintain at least 2 ServiceNow mainline CIS certifications.
• Experience with data management and database concepts.

Responsibilities

• Design and implement AI systems with NowAssist skills.
• Develop solutions based on user requirements gathered in workshops.
• Ensure best practices in implementation of AI solutions.

Skills

Configuration/development experience

Ability to influence and consult

Understanding of AI Models

Strong Javascript skills

Interpersonal skills

Education

ServiceNow Certified Application Developer (CAD)

Tools

ServiceNow platform

Database design

Job description

Company Description

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.

We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Job Description

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 and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

The Principal Technical Consultant (AI) serves as the functional and technical specialist for customer engagement teams, providing guidance to clients and configuring ServiceNow AI solutions according to established practices. This position is responsible for designing and implementing AI systems with NowAssist skills, AI Agents, and Workflow Data Fabric, utilizing programming expertise in multiple languages and frameworks.

What you get to do in this role:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• Devising development plans and strategies while formulating architectures for AI solutions in ServiceNow.
• 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 Now Assist and platform functionality is designed to support the overall project.
• Ensuring that best practices in implementation AI solutions are followed by the organization.
• Act as an SME to solve complex user issues related to 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.

Qualifications

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

• At least 8 years of configuration/development experience for complex, highly capable, solutions.
• Demonstrated ability to influence and consult in a complex and varied customer environment.
• Maintain at least 2 ServiceNow mainline CIS certifications.
• Maintain ServiceNow Certified Application Developer (CAD) certification.
• Act as a technical lead on any engagement.
• Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI.
• Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent.
• Experience with development on the ServiceNow platform capabilities.
• Experience with data management, database design, and database concepts.
• Knowledge and experience with technical components such as LDAP, VPN, SSL, SAML/SSO.
• Strong Javascript skills with practical experience.
• Experience with Self Hosted implementations and/or Domain Separation is a plus.
• 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.

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.