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Principal Technical Consultant – ServiceNow AI & Agentic Solutions

Position Summary

We are seeking an experienced Principal Technical Consultantwith deep expertise in the ServiceNow platform and emerging AI capabilities to architect, design, develop, and deliver enterprise AI solutions. This consultant will lead the implementation of intelligent automation initiatives utilizing ServiceNow’s AI portfolio, including Now Assist, AI Agents, Agentic AI Workflows, Predictive Intelligence, Virtual Agent, and GenAI-enabled process automation.

Key Responsibilities Solution Architecture & Technical Leadership

• Architect and design enterprise AI solutions leveraging the ServiceNow platform.
• Lead the implementation of Agentic AI, Now Assist, AI Agents, Predictive Intelligence, and GenAI capabilities.
• Design scalable, secure, and maintainable ServiceNow solutions aligned with enterprise architecture standards.
• Evaluate and recommend architecture approaches, including build-versus-configuration decisions for AI capabilities.
• Define technical standards and best practices for AI-enabled ServiceNow implementations.

ServiceNow Development

• Develop advanced ServiceNow applications using JavaScript, Flow Designer, IntegrationHub, APIs, and platform scripting.
• Configure AI Agents, prompts, skills, workflows, and orchestration logic.
• Build integrations between ServiceNow AI capabilities and external LLMs, AI services, and enterprise data platforms.
• Optimize platform performance and maintain high-quality technical documentation.

AI & Intelligent Automation

• Implement GenAI-powered workflows and intelligent automation solutions.
• Design AI-driven business processes that improve operational efficiency and customer experience.
• Apply prompt engineering techniques and AI governance best practices.
• Evaluate emerging AI technologies and recommend innovative approaches aligned with business objectives.

Consulting & Client Engagement

• Serve as a trusted advisor to business and technical stakeholders.
• Present technical solutions and AI strategy to executive and technical audiences.
• Translate complex business requirements into scalable ServiceNow AI solutions.
• Drive measurable business outcomes through intelligent automation initiatives.

Leadership & Delivery

• Lead technical workstreams and mentor developers and consultants.
• Ensure project deliverables meet quality, timeline, and documentation standards.
• Provide technical oversight throughout implementation lifecycle.
• Support project planning, estimation, risk management, and solution governance.

Required Qualifications

• Expert-level experience implementing and developing on the ServiceNow platform.
• Demonstrated expertise with ServiceNow AI capabilities, including:
  • Now Assist
  • AI Agents
  • Agentic AI Workflows
  • Predictive Intelligence
  • Virtual Agent and Natural Language Understanding (NLU)
• Deep expertise in at least two ServiceNow process areas with AI or automation experience in at least one.
• Strong ServiceNow scripting and development experience.
• Experience integrating ServiceNow with third-party applications, APIs, LLMs, and enterprise data platforms.
• Strong understanding of:
  • Generative AI (GenAI)
  • Large Language Models (LLMs)
  • Prompt Engineering
  • AI Governance
  • Intelligent Automation
• Ability to evaluate technical trade-offs and recommend appropriate architecture decisions.
• Excellent communication and presentation skills with both technical and executive stakeholders.
• Strong consulting, analytical, and problem-solving abilities.
• Self-starter who remains current with ServiceNow’s evolving AI capabilities.

Preferred Qualifications

• ServiceNow Certified Technical Architect (CTA), Certified Implementation Specialist (CIS), or Certified Application Developer (CAD).
• Experience delivering enterprise AI transformation initiatives.
• Experience integrating Azure OpenAI, OpenAI, Anthropic, Google Vertex AI, AWS Bedrock, or similar AI platforms with ServiceNow.
• Knowledge of enterprise integration patterns and API management.
• Experience leading distributed technical teams.

Equal Opportunity Employer

Encore Talent Solutions is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.