ServiceNow Senior Technical Consultant - AI

AHEAD · New York

Sales & Business( Enterprise Service Management )RemoteFull Timeposted 5w ago

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 & 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

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‑platform expertise – Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder and Workspaces, imports, plus an architecture mindset for performance, scalability, and clean upgrades

Hands‑on coding – Advanced JavaScript and Glide APIs, REST integration design and consumption, auth schemes, and data pipelines; strong vanilla JavaScript fundamentals with testing habits and version‑control discipline

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 to contain it

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 to non‑technical stakeholders, calibrates expectations against hype, and stays current in a space that changes quarterly

ServiceNow certifications – CSA, CAD, CIS, and AI‑related micro‑certifications are welcome, though demonstrated hands‑on expertise is valued more highly than credentials

Broader tech stack awareness – Familiarity with LLM providers and APIs, vector search and 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 privacy@ahead.com.

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.