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

The Team

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 Role

The Principal Technical Consultant Integrations Specialist is the functional and technical expert of a customer engagement team consulting with customers and configuring ServiceNow Integrations based on configuration best practices all with the goal of accelerating and driving customer business outcomes.  Integrations consultants design and implement integrations between ServiceNow and thirdparty software platforms programs and applications. They are expert problem solvers with extensive programming skills and abilities in multiple coding languages and frameworks. They also resolve errors provide support and develop procedures to navigate complex system overlaps. They will play a crucial role in delivering transformative integration architectures that support AI solutions on the platform.

What you get to do in this role:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry. 
• Devising integration development plans and strategies while formulating architectures for systems integrations.
• 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 integrations and platform functionality is designed to support the overall project.
• Ensuring that best practices in integration processes are followed by the organization.
• Act as an SME to solve complex user issues related to Integrations and 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 integration technologies
• Demonstrated ability to influence and consult (providing options with pros cons and risks) in a complex and varied customer environment while providing thought leadership to customer sponsors/stakeholders in solving business process and/or technical problems
• Maintain at least 2 ServiceNow mainline CIS certifications
• Maintain ServiceNow Certified Application Developer (CAD) certification
• Act as a technical lead on any engagement
• Experience with architecting systems integrations and creating complex high level architecture diagrams
• Extensive experience with Integration Technologies (Web Services (REST/SOAP) middleware LDAP SSO JDBC Import Sets Export Sets IDR (instance data replication) Remote Tables Remote Process etc.) and working with SaaS technologies
• Understanding of AI Models Deep Learning Models and Large Language Models with a focus on Generative AI.
• Experience with ServiceNows Predictive/Task Intelligence AI Search and Virtual Agent is highly valued.
• Experience with development on the ServiceNow platform capabilities (Studio IDE Mobile Automated Test Framework Delegated Development Flow Designer Source Control APIs and Integrations)
• Experience with data management database design and database concepts
• Knowledge and experience with technical components such as LDAP VPN SSL SAML/SSO and other widespread enterprise technologies
• Connect chat agent chat and virtual agent configuration and design experience
• Encryption understanding and core design principals with customers (Platform Edge Database Full Disk etc)
• Understanding and/or development experience with MID Servers Notify Orchestration
• Strong Javascript skills with practical experience
• Experience with Self Hosted implementations and/or Domain Separation is a plus
• Experience with data management database design and database concepts
• Strong interpersonal skills customercentric attitude and ability to operate within a culturally diverse environment
• Proven team builder with the ability to mentor and develop talent
• Analytical and problemsolving 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 reportwriting skills
• Up to 30% travel annually

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

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. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact  for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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