Principal Technical Consultant (Integrations/AI), Platform Products Expert Implementation Services
Job title: Principal Technical Consultant (Integrations/AI), Platform Products Expert Implementation Services in Austin, TX at ServiceNow
Company: ServiceNow
Job description: Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.Job DescriptionThe TeamThe 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 RoleThe 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 third-party 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, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's 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.
- 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 ServiceNow's 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, customer-centric attitude, and ability to operate within a culturally diverse environment
- Proven team builder with the ability to mentor and develop talent
- Analytical and problem-solving 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 report-writing skills
- Up to 30% travel annually
Expected salary:
Location: Austin, TX
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