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

• Full-time
• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Remote

It 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. Join us as we pursue our purpose to make the world work better for everyone.

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, ultimately helping them grow their business on the ServiceNow platform by demonstrating the value of their investment.

The Role

The Principal Technical Consultant, Integrations Specialist, is the functional and technical expert within customer engagement teams—consulting with customers and configuring ServiceNow Integrations based on best practices. The goal is to accelerate and drive customer business outcomes. Responsibilities include designing and implementing integrations between ServiceNow and third-party platforms, troubleshooting, supporting, and developing procedures for complex system overlaps. You will play a key role in delivering transformative integration architectures that support AI solutions on the platform.

What you will do:

• Leverage or critically evaluate how to integrate AI into work processes, decision-making, or problem-solving, including automation, AI-driven insights, and exploring AI's industry impact.
• Develop integration plans and architecture strategies.
• Implement ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI, and upcoming capabilities.
• Create solutions based on user requirements gathered during workshops.
• Coordinate with other developers to ensure integration and platform support for projects.
• Follow best practices in integration processes.
• Act as SME for complex user issues related to Integrations and AI.
• Resolve data conflicts and overlaps.
• Analyze and improve current configurations for future readiness.
• Identify and troubleshoot system errors or architecture issues.

Qualifications:

• At least 8 years of experience in configuration/development of complex integration technologies.
• Ability to influence and consult in complex customer environments, providing options with clear risks and benefits.
• Maintain at least 2 ServiceNow mainline CIS certifications.
• Maintain ServiceNow Certified Application Developer (CAD) certification.
• Experience leading technical engagements.
• Expertise in system integration architecture and diagram creation.
• Extensive experience with Web Services (REST/SOAP), middleware, LDAP, SSO, JDBC, Import/Export Sets, IDR, Remote Tables, and SaaS technologies.
• Understanding of AI models, Deep Learning, and Large Language Models, especially Generative AI.
• Experience with ServiceNow's AI features such as Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued.
• Proficiency with ServiceNow platform development tools (Studio IDE, Mobile, Automated Test Framework, etc.).
• Knowledge of data management, database design, and enterprise technologies like LDAP, VPN, SSL, SAML/SSO.
• Experience with chat configuration, encryption, MID Servers, Notify, Orchestration, and self-hosted implementations is a plus.
• Strong interpersonal, analytical, and problem-solving skills; ability to work independently and mentor others.
• Excellent presentation and reporting skills.
• Willingness to travel up to 30% annually.

We offer flexible work arrangements and value diversity. Learn more here.

Equal Opportunity Employer

ServiceNow is committed to equal opportunity employment regardless of race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any protected category. We also consider qualified applicants with arrest or conviction records in accordance with legal requirements.

Accommodations

If you require accommodations during the application process, please contact [emailprotected].

Export Control Regulations

Positions requiring access to controlled technology may need export approval. Employment is contingent upon obtaining any necessary export licenses.

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