ServiceNow Senior Technical Consultant - AI

Thinkahead; United States; On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k)

Paid holidays

Paid time off

Parental leave

Professional development stipend

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—Now Assist skills and AI Agents. You will guide development, mentor consultants, and collaborate with architects to shape complex agentic solutions.

You will lead AI enablement across additional product suites and translate outcomes into secure, governed AI capabilities. Your depth in platform engineering and applied AI will influence client adoption of agentic

Qualifications

• 5+ years in ServiceNow domain with AI-enabled solutions in production.
• Strong knowledge of Now Assist, AI Agents, and related ServiceNow modules.
• Experience mentoring and leading delivery teams.

Responsibilities

• Translate business outcomes into AI-enabled solutions that are secure and governed.
• Identify and qualify AI use cases with clients, assess data readiness and risks.
• Demonstrate Now Assist, AI Agents, and ControlTower to clients and teams.
• Guide development activities and mentor junior developers.

Skills

AI systems design

ServiceNow Now Platform

JavaScript Glide APIs

Agile leadership

Mentoring juniors

Data governance

Platform engineering

Education

Bachelor's degree in Computer Science or related field

Tools

Now Assist

AI Agents

AI Control Tower

Integration Hub

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 the end-to-end build 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.

Solution and Stakeholder Leadership

• 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, and human-in-the-loop requirements. Articulateplainly when a use case is a poor fit for AI.
• Conduct client and internal demos of Now Assist, AI Agents, AI ControlTower and agentic workflows, clearly explaining how outputs are produced, where guardrails sit, and what the measured impact is
• Activelyparticipatein Agile ceremonies, flagging technical and AI-specificrisks (data quality, hallucination exposure, adoption drag, licensing consumption) during planning

Hands-On Development and Delivery Governance

• 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, and third-partyLLM or agent integrations where the use case warrants it
• 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

Team Leadership and Mentoring

• 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 themhands-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

• 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 and version-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

The compensation range indicated in this posting reflects the On-Target Earnings ("OTE") for this role, which includes a base salary and any applicable target bonus amount. This OTE range may vary based on the candidate's relevant experience, qualifications, and geographic location.

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.

USA Employment Benefits include:

• Medical, Dental, and Vision Insurance
• 401(k)
• Paid company holidays
• Paid time off
• Paid parental and caregiver leave
• Plus more! See benefits https://www.aheadbenefits.com/ for additional details.

Use of AI:

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, assessing responses, or to capture recordings and create transcriptions or summaries during interviews. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.

If you would like more information about how your data is processed, please refer to the Candidate Privacy Notice or contact us at [e-mail].

You may opt-out of the review or analysis of your application and resume by AI tools by using the General Application. Please include the role you wish to apply for in the Additional Information field. You may also choose to opt-out of recording and transcription at any time, including after joining an interview. Candidates will not be penalized for choosing to opt-out.