AHEAD builds AI-powered 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 AI 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 ServiceNow Principal Technical Consultant with a focus on AI and agentic capabilities, you will utilize your ServiceNow expertise and experience to architect, design, develop, and deploy AI-powered solutions on the ServiceNow platform — including Now Assist, AI Agents, Agentic AI Workflows, Predictive Intelligence, and GenAI-enabled process automation. You will drive a collaborative team leading, mentoring, and ensuring development efforts are well documented and delivered with quality, owning the overall outcome of your projects. The ServiceNow Principal Technical Consultant is an experienced subject matter expert and focuses on development and delivery of value-added integration and consultative services in the area of Enterprise AI solutions, designing, deploying, and integrating various product sets — with an emphasis on driving measurable business outcomes through intelligent automation. There is an expectation of at least 25% travel.
Roles & Responsibilities
Lead project teams to deploy AI and agentic solutions on the ServiceNow platform, including Now Assist, AI Agents, AI Control Tower 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
Qualifications
Subject matter expert on the ServiceNow platform with demonstrated expertise in AI and agentic capabilities (Now Assist, AI Agents, Predictive Intelligence, Virtual Agent/NLU preferred)
Expert knowledge 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 multiple technologies, including 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 and model/tooling selection
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
Strong attention to detail
Self-starter with a demonstrated interest in staying ahead of ServiceNow's AI/agentic product evolution
Able to travel as needed, up to 15%
Expectations
A lead contributor to their team and the organization as a whole, driving AI/agentic adoption
Bring thought leadership to our organization and our customers on AI within ServiceNow
Contribute to projects/programs that may address future AI concepts, products, and technologies
Coordinate cross-practice and contribute to cross-practice deliverables; help draft AI adoption standards and playbooks
Lead multiple resources when on a cross-practice AI/agentic project
Be an early adopter of new AI-related certifications
Utilized by pre-sales for AI opportunity identification, scoping, and positioning of services and products, including opportunities across practices, and engage pre-sales to begin new AI-focused campaigns that cross practices
Primary contributor to complex workshops that span multiple practice areas inside of AHEAD, with a focus on AI use case discovery
Be able to provide advanced data or situational analysis that requires the evaluation of intangibles, including AI readiness and change management considerations
Drive scoping, planning, and methodology for critical AI/agentic projects
Work on impactful and unique issues at the frontier of ServiceNow's AI capabilities
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