Principal Service Management Consultant

Job Title: Principal Service Management Consultant

Location: Chicago, ILLINOIS; Atlanta, GA; NY, NY; Dallas, TX or Houston, TX.

Travel:25%

Job description:

We are looking for a person to implement Now Assist for one of our customers.

Key Responsibilities:
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 and reporting on platform development plans and strategies.
• Developing solutions specific to user requirements gathered in workshops.
• Coordinating activities with other developers to ensure that platform functionality is designed to support the overall project.
• 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
• Act as an SME to solve complex user issues related to 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.
• Advisory services provided on design principals and development not performed by ServiceNow.

Required Skills:
• To be successful in this role, we need someone who has:
• 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 preferred
• Maintain ServiceNow Certified Application Developer (CAD) certification
• Act as a technical lead on any engagement
• Experience with 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.
• Design and build of complex reporting requirements specific to OOTB reporting and Performance Analytics
• 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)
• Experience working inside of Flow Designer with custom flows to meet customer requirements.
• Understanding and/or development experience with MID Servers, Notify, Orchestration
• Strong Java script skills with practical experience

Desired Skills:
• Experience with Self Hosted implementations and/or Domain Separation is a plus
• 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
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment
• Proven team builder with the abilit