Technical Consultant - ServiceNow AI

Roles and Responsibilities

• Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team. 

• Customize and configure core ServiceNow applications, including ITSM and Service Portal and Integrations.  

• Conduct workshops and demos for stakeholders and end users. 

• Collaborate with internal teams and clients to ensure high-quality delivery. 

• Lead in crafting, enhancing, and delivering scalable ServiceNow Core and AI solutions. 

• Actively participate in client meetings and discussions to capture client needs and translate them into clear development activities. 

• Perform integration work and build custom Service Portals; support and create REST, SOAP, and MID Server integrations. 

• Develop, review, and optimize scripts, including Business Rules, Script Includes, UI Policies, Client Scripts, etc. 

• Collaborate with cross-functional teams, providing guidance and mentoring to junior developers when needed. 

• Stay current with ServiceNow platform capabilities, including emerging AI capabilities, and identify opportunities to leverage these technologies to improve customer outcomes and business value. 

• Comfortable working in Agile environments with active sprint participation and backlog grooming.

Qualifications

• 4+ years of experience working with ServiceNow, including hands-on development and implementation. 

• Strong expertise in ITSM, Service Portal, and Integrations. 

• Required: Experience implementing ServiceNow AI capabilities in at least one ServiceNow product area, such as ITSM, VA, CSM, ITOM, HAM, SAM, or CMDB. 

• Experience with additional ServiceNow modules such as SPM, HRSD, or GRC is a plus. 

• Understanding AI/ML concepts, including Large Language Models (LLMs), prompt engineering, and Generative AI — particularly in enterprise workflow contexts. 

• Hands-on experience with ServiceNow AI capabilities, including Skills, AI Agents, agentic workflows, Orchestrator, Skill Kit, and core platform capabilities such as Now Assist in AI Search and Virtual Agent. 

• Demonstrated understanding of how AI capabilities can generate business value on the ServiceNow platform, including the practical considerations, limitations, and implementation requirements associated with AI. 

• Good to have: Experience building custom Skills and AI Agents, as well as experience with AI Control Tower (AICT) and Model Context Protocol (MCP) server implementations. 

• Customize ServiceNow applications using scripting, workflows, business rules, and UI policies to meet client requirements. 

• Excellent communication skills with the ability to clearly articulate technical concepts to both technical and non-technical audiences. 

• ServiceNow Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist certification(s) preferred.