ServiceNow Product Consultant _ AI/Gen AI/Agentic AI

Job Title: Lead ServiceNow AI and GenAI Consulting/Advisory Assignment

As a senior solution consultant and architect, you will lead short-term consulting/advisory assignments in the customer environment to design and implement innovative ServiceNow AI and GenAI solutions. Your responsibilities will include:

Key Responsibilities:

• Leading discovery efforts to design an approach and roadmap for AI and GenAI use cases and capabilities using ServiceNow Now Assist, traditional AI capabilities, and AI Agents.
• Assessing current ServiceNow AI/GenAI product implementation and setup to recommend gaps, improvement areas, best practices, and continual transformation.
• Assessing LLM/GenAI frameworks and tools and other AI/ML end-to-end solutions. Designing prototypes, POCs, pilot, and POV's to demonstrate solution feasibility and value.
• Working as a lead Solution Architect for new product implementation in ServiceNow AI, GenAI, Agentic AI areas.
• Supporting presales and solutioning effort (crafting solution content and presenting to customers) for RFP's, proactive opportunities, as an expert in the ServiceNow AI, GenAI, and AI Agent areas.
• Developing a comprehensive thought leadership strategy with ServiceNow at the core and aligned with business objectives and industry trends.

Requirements:

• 10+ years of experience in solution consulting/advisory & architecture and at least 5+ years of ServiceNow Product experience.
• Extensive experience with the ServiceNow platform, including ITxM modules (ITSM, ITAM, ITOM), Predictive & Task Intelligence, Virtual Agent, Now Assist, and AI Agents.
• Strong background in solution architecture and technical design, with a focus on AI Solutions and innovation, ML Ops, and Agentic AI solutions.
• Strong understanding of IT and business processes and the ability to translate these into technical solutions.
• Prior experience working on AI/GenAI platforms, such as MS Copilot, OpenAI, Google GenAI, etc., and Chatbot, virtual agent platforms, such as Moveworks, Kore.ai, Yellow.ai, Amelia, etc.
• Ability to connect seamlessly with functional and technical customer SME's and balanced knowledge of technology and domain.
• Candidates with ServiceNow CSA, TOGAF, or equivalent architecture framework certification and credentials will be preferred.
• Working knowledge of integrations (Rest, SOAP, JSON, e-bonding, XML, SNMP, Web API/Web Services) and GenAI (Now Assist) / Virtual Agent.

Soft Skills:

• Technologist at heart and quick learner.
• Ability to work as an individual contributor as well as a leader, navigate through matrix environments, and ambiguous situations.
• Excellent communication skills, both written and verbal, and ability to work effectively in virtual teams across multiple locations.
• Self-starter, good interpersonal skills, ability to lead customer meetings, and build customer confidence. Open to travel.
• Self-starter, team player, and motivated.

Preferred Qualifications:

• Banking, Financial Services, and Insurance Background.
• Strong experience with ServiceNow non-IT product portfolio.
• Experience working in Agile environment using SCRUM methodology.
• JavaScript, Bootstrap, Python, SSH, and .NET Framework/Java.
• Applied research background leveraging frameworks to build LLM prototypes, knowledge of best practices for production LLM development.