ServiceNow Senior Technical Consultant - AI

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.   At AHEAD, 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, and do not discriminate based on an individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, marital status, or any other protected characteristic under applicable law, whether actual or perceived.    We embrace all candidates that will contribute to the diversification and enrichment of ideas and perspectives at AHEAD.  As a Senior Technical Consultant focused on AI capabilities, you will own the end‑to‑end build of AI‑enabled solutions 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 one additional product 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 workflows and how they realize value from them. Roles and Responsibilities

Solution and Stakeholder Leadership

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

• Identify and qualify AI use cases with clients, assessing data readiness, deflection or cycle‑time potential, risk tolerance, and human‑in‑the‑loop requirements. Articulate plainly when a use case is a poor fit for AI.

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

• Actively participate in Agile ceremonies, flagging technical and AI‑specific risks (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‑party LLM 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 after go‑live

• Enforce responsible‑AI guardrails — data handling and PII scoping, role‑based access 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 and hyper‑care, including model and prompt performance issues, driving root‑cause analysis 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 a production‑ready solution

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

• Facilitate training sessions and knowledge‑sharing forums that raise AI fluency across the broader delivery team

Innovation and Cross‑Product Leadership

• Lead AI delivery across at least one product suite 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 building AI‑enabled solutions 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

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