ServiceNow Senior Technical Consultant - AI

AHEAD; India; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Comprehensive health insurance

Paid time off

Flexible work arrangements

Learning & development opportunities

Wellness programs

Retirement benefits

Inclusive culture

Job summary

AHEAD is seeking a Senior Technical Consultant focused on AI capabilities to own end-to-end AI-enabled solutions on the Now Platform, including Now Assist skills and AI Agents. You will guide development, mentor juniors, and collaborate with architects to shape complex agentic solutions while expanding AI across additional product suites.

Responsibilities include leading demos, integrating with Flow Designer and Integration Hub, and establishing governance, safety, and measurable outcomes for

Qualifications

• 6+ years in the ServiceNow domain with production AI-enabled solutions.
• Deep knowledge of Now Assist, AI Agent Studio, and AI Search.
• Fluency with data quality, knowledge governance, and CMDB health.
• Strong coding skills in JavaScript and REST design.
• Experience integrating with Flow Designer and Integration Hub.
• Awareness of responsible AI and governance requirements.

Responsibilities

• Translate business needs into secure, governed AI solutions on Now Platform.
• Lead demos of Now Assist, AI Agents, and AI Control Tower.
• Participate in Agile ceremonies; identify data quality and adoption risks.
• Develop and tune AI skills, prompts, and agent instructions.
• Extend platform capabilities through integrations and tooling.
• Coach juniors and coordinate daily development tasks.
• Ensure quality via tests, reviews, and controlled rollout.

Skills

ServiceNow AI

Now Assist

AI Agents

JavaScript

REST APIs

Data governance

Leadership

Tools

Flow Designer

Integration Hub

Glide APIs

REST APIs

Knowledge governance

Job description

AHEAD builds 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 digital transformation.

AtAHEAD, 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,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived.

We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD.

As a Senior Technical Consultantfocused on AIcapabilities,you will own theend‑to‑endbuild ofAI‑enabledsolutions on the Now Platform — Now Assist skills and AI Agents through predictive models, AI Search, and the data foundations that make them work. You will guide development activities, mentor technical consultants and junior developers, and partner with Principal consultants and architects to shape complex agentic solutions. Beyond core platform development, you will lead AI enablement across at least oneadditionalproduct suite (ITSM, ITOM, ITAM, SecOps, IRM, CSM, HRSD, SPM, or ESM) and translate ambiguous business outcomes into secure, governed, measurable AI capabilities. Your depth in both platform engineering and applied AI will influence how our clients adopt agentic workflowsand how they realize value from them.

Roles and Responsibilities

• Translate business outcomes and documented requirements into AI solutions that are secure, governed, explainable, and aligned to platform best practices

• Identifyand qualify AI use cases with clients, assessing data readiness,deflectionorcycle‑timepotential, risk tolerance, andhuman‑in‑the‑looprequirements. Articulateplainly when a use case is a poor fit for AI.

• Conduct client and internal demos of Now Assist, AI Agents,AI ControlTowerand agentic workflows, clearly explaining how outputs are produced, where guardrails sit, and what the measured impact is

• Activelyparticipatein Agile ceremonies, flagging technical andAI‑specificrisks (data quality, hallucination exposure, adoption drag, licensing consumption) during planning

• Build and extend Now Assist skills, AI Agents, agentic workflows, and orchestration logic; author and tune prompts, tool definitions, and agent instructions against defined success criteria

• Develop the supporting platform foundation: integrations, Flow Designer and Integration Hub actions, custom tools exposed to agents, Knowledge and catalog data quality, and the taxonomy that AI Search and Now Assist depend on

• Configure and tune Predictive Intelligence models, Document and Task Intelligence, Virtual Agent and NLU/Conversational Interfaces, and AI Search relevancy

• Extend AI beyond native capabilities via Generative AI Controller, AI Agent Fabric / MCP, andthird‑partyLLM or agent integrations where the use casewarrantsit

• Establish evaluation discipline: baseline metrics, golden datasets, regression test suites for prompts and skills, A/B and pre/post measurement, and drift monitoring aftergo‑live

• Enforceresponsible‑AIguardrails — data handling and PII scoping,role‑basedaccess to AI capabilities, audit and trace requirements, human approval gates, and configuration in AI Control Tower

• Safeguard quality through peer reviews, automated tests, and coordinated promotions across dev, test, and prod, including cutover and rollback strategies for AI features

• Own defect resolution during UAT andhyper‑care, including model and prompt performance issues, drivingroot‑causeanalysis and continuous tuning

• Coach junior developers on AI fundamentals, prompt and agent design patterns, and the judgment to distinguish a demo from aproduction‑readysolution

• Coordinate daily development tasks, remove roadblocks, and safeguard delivery timelines

• Facilitate training sessions andknowledge‑sharingforums that raise AI fluency across the broader delivery team

Innovation andCross‑ProductLeadership

• Lead AI delivery across at least one productsuite beyond core platform work, understanding the process being augmented well enough to know where AI genuinely helps

• Build reusable accelerators — skill libraries, agent patterns, evaluation harnesses, readiness assessments — and drive their adoption across engagements

• Track each ServiceNow release for new AI capabilities, evaluate them hands‑on, and advise clients on adoption sequencing and licensing implications

• Contribute lessons learned, benchmarks, and technical articles to internal knowledge bases and external community forums

Qualifications

• 6+ years in the ServiceNow domain, with meaningful recent time spent buildingAI‑enabledsolutions in production

• ServiceNow AI depth – Now Assist, AI Agent Studio and AI Agent Orchestrator, Now Assist Skill Kit, AI Search, Predictive Intelligence, Document/Task Intelligence, Virtual Agent and NLU, AI Control Tower, and Generative AI Controller

• Data foundation fluency – Understands that AI outcomes track data quality; comfortable with Workflow Data Fabric, CMDB/CSDM health, knowledge governance, and taxonomy design as prerequisites rather than afterthoughts

• Core‑platformexpertise – Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder and Workspaces, imports, plus an architecture mindset for performance, scalability, and clean upgrades

• Hands‑oncoding – Advanced JavaScript and Glide APIs, REST integrationdesignand consumption, auth schemes, and data pipelines; strong vanilla JavaScript fundamentals with testing habits andversion‑controldiscipline

• Applied AI craft – Prompt engineering and iteration, retrieval and grounding patterns, tool/function calling, agent decomposition and orchestration, and a working grasp of where LLMs fail and how tocontainit

• Evaluation and measurement rigor – Defines success metrics before building, tests systematically, and reports honest results including negative ones

• Responsible AI judgment – Practical command of data privacy, access control, auditability, bias and hallucination risk, and the governance conversations that come with them

• Product depth – Proven leadership in at least one suite beyond core ITSM and Service Portal

• Collaborative mentor and lifelong learner – Explains AI concepts simply tonon‑technicalstakeholders, calibrates expectations against hype, and stays current in a space that changes quarterly

• ServiceNow certifications – CSA, CAD, CIS, andAI‑relatedmicro‑certificationsare welcome, thoughdemonstratedhands‑onexpertiseis valued more highly than credentials

• Broader tech stack awareness – Familiarity with LLM providers and APIs, vectorsearchand RAG architectures, MCP, cloud platforms, DevOps toolchains, or analytics outside the ServiceNow ecosystem

Why AHEAD

Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.

We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab, by encouraging cross department training and development, sponsoring certifications and credentials for continued learning.

India Employment Benefits include:

• Comprehensive health insurancecoverage for employees, with options to extend coverage to dependents
• Paid time off and company holidays, along with additional leave benefits as per policy
• Flexible work arrangements, supporting work-life balance
• Learning and development opportunitiesto support continuous growth and upskilling
• Employee wellness initiativesand programs focused on physical and mental well-being
• Retirement and statutory benefitsin line with India regulations
• Inclusive and people-first culture, with a strong focus on collaboration and ownership