AI-Driven ServiceNow Principal Consultant

Medium; Chicago (IL); On-site; USD 180,000 - 200,000; Full time

Job summary

AHEAD is hiring a ServiceNow Principal Technical Consultant focused on AI and agentic capabilities to architect, design, and deliver AI-powered solutions on the ServiceNow platform. You will lead cross-functional teams, mentor staff, and own project outcomes with measurable business value.

The role emphasizes governance, certifications, and collaboration with clients to drive intelligent automation across ITSM, ITOM, HRSD, and more. Travel up to 15% is expected.

Qualifications

• Subject matter expert on the ServiceNow platform with AI and agentic capabilities (Now Assist, AI Agents, Predictive Intelligence, Virtual Agent/NLU preferred)
• Expertise on at least two process areas within the ServiceNow platform, with applied AI/automation experience in at least one
• Expert-level development skills on the ServiceNow 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 GenAI/LLM concepts, prompt engineering, and AI governance frameworks
• Able to articulate trade-offs between architecture approaches, including build-vs-configure decisions for AI capabilities
• Strong skills integrating ServiceNow AI capabilities with third-party tools, LLMs, and data platforms
• Strong presentation skills, particularly in communicating AI value and ROI to technical and executive audiences
• Strong project and situational awareness; Strong communication skills; Self-starter with interest in staying ahead of ServiceNow AI evolution
• Able to travel as needed, up to 15%

Responsibilities

• Lead project teams to deploy AI and agentic solutions on the ServiceNow platform, including Now Assist, AI Agents, AI ControlTower and AI Agent Orchestration
• Lead complex programs of multiple resources delivering AI-enabled ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SecOps, and ITAM capabilities
• Lead the architecture and design of complex AI/agentic solutions, including prompt design, skill configuration, and workflow orchestration across ServiceNow 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 ServiceNow 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 ServiceNow AI-focused credentials (e.g., Now Assist, Certified Application Developer with AI specialization)
• Maintain expert-level certifications and stay current on ServiceNow'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 ServiceNow
• 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 ServiceNow 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 ServiceNow deployments

Skills

ServiceNow

AI

Agentic AI

Now Assist

AI Agents

Education

ServiceNow certifications

Tools

ServiceNow

GenAI

Job description

AHEAD is hiring a ServiceNow Principal Technical Consultant focused on AI and agentic capabilities to architect, design, and deliver AI-powered solutions on the ServiceNow platform. You will lead cross-functional teams, mentor staff, and own project outcomes with measurable business value.

The role emphasizes governance, certifications, and collaboration with clients to drive intelligent automation across ITSM, ITOM, HRSD, and more. Travel up to 15% is expected.