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ServiceNow Senior Technical Consultant - AI

AHEAD· Engineering / Delivery
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GurugramFull-timePosted 2mo ago

About the role

Senior Technical Consultant focused on AI capabilities to build AI-enabled solutions on the Now Platform, lead development, mentor teams, and drive AI enablement across multiple product suites within ServiceNow, including ITSM, ITOM, ITAM, SecOps, IRM, CSM, HRSD, SPM, or ESM.

Responsibilities

  • Translate business outcomes and documented requirements into AI solutions that are secure, governed, explainable, and aligned to platform best practices
  • Identify and qualify AI use cases with clients, assessing data readiness, deflection or cycle-time potential, risk tolerance, and human-in-the-loop requirements. Articulate plainly when a use case is a poor fit for AI.
  • Conduct client and internal demos of Now Assist, AI Agents, AI Control Tower and agentic workflows, clearly explaining how outputs are produced, where guardrails sit, and what the measured impact is
  • Actively participate in Agile ceremonies, flagging technical and AI-specific risks during planning
  • Build and extend Now Assist skills, AI Agents, agentic workflows, and orchestration logic; author and tune prompts, tool definitions, and agent instructions against defined success criteria
  • Develop the supporting platform foundation: integrations, Flow Designer and Integration Hub actions, custom tools exposed to agents, Knowledge and catalog data quality, and the taxonomy that AI Search and Now Assist depend on
  • Configure and tune Predictive Intelligence models, Document and Task Intelligence, Virtual Agent and NLU/Conversational Interfaces, and AI Search relevancy
  • Extend AI beyond native capabilities via Generative AI Controller, AI Agent Fabric / MCP, and third-party LLM or agent integrations where the use case warrants it
  • Establish evaluation discipline: baseline metrics, golden datasets, regression test suites for prompts and skills, A/B and pre/post measurement, and drift monitoring after go-live
  • Enforce responsible-AI guardrails — data handling and PII scoping, role-based access to AI capabilities, audit and trace requirements, human approval gates, and configuration in AI Control Tower
  • Safeguard quality through peer reviews, automated tests, and coordinated promotions across dev, test, and prod, including cutover and rollback strategies
  • Own defect resolution during UAT and hyper-care, including model and prompt performance issues, driving root-cause analysis and continuous tuning
  • Coach junior developers on AI fundamentals, prompt and agent design patterns, and production-readiness judgment
  • Coordinate daily development tasks, remove roadblocks, and safeguard delivery timelines
  • Facilitate training sessions and knowledge-sharing forums to raise AI fluency
  • Lead AI delivery across at least one product suite beyond core platform work
  • Build reusable accelerators — skill libraries, agent patterns, evaluation harnesses, readiness assessments
  • Track each ServiceNow release for new AI capabilities, evaluate them hands-on, advise clients on adoption sequencing and licensing
  • Contribute lessons learned, benchmarks, and technical articles to internal knowledge bases and external communities

Qualifications

  • 6+ years in the ServiceNow domain, with meaningful recent time spent building AI-enabled solutions in production
  • ServiceNow AI depth – Now Assist, AI Agent Studio and AI Agent Orchestrator, Now Assist Skill Kit, AI Search, Predictive Intelligence, Document/Task Intelligence, Virtual Agent and NLU, AI Control Tower, and Generative AI Controller
  • Data foundation fluency – understands AI outcomes track data quality; comfortable with Workflow Data Fabric, CMDB/CSDM health, knowledge governance, and taxonomy design
  • Core-platform expertise – Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder and Workspaces, imports, plus architecture mindset for performance, scalability, upgrades
  • Hands-on coding – Advanced JavaScript and Glide APIs, REST integration design, auth schemes, data pipelines; strong vanilla JavaScript with testing and version control
  • Applied AI craft – Prompt engineering and iteration, retrieval and grounding patterns, tool/function calling, agent decomposition and orchestration
  • Evaluation and measurement rigor – Defines success metrics, tests systematically, reports results including negative ones
  • Responsible AI judgment – Data privacy, access control, auditability, bias and hallucination risk, governance conversations
  • Product depth – Leadership in at least one suite beyond core ITSM and Service Portal
  • Collaborative mentor and lifelong learner – Explains AI concepts to non-technical stakeholders, stays current
  • ServiceNow certifications – CSA, CAD, CIS and AI-related micro-certifications welcomed, practical expertise valued
  • Broader tech stack awareness – Familiarity with LLM providers and APIs, vector search and RAG architectures, MCP, cloud platforms, DevOps tooling, analytics outside ServiceNow

Skills

Required:AI solution designNow AssistAI/LLM integrationData governance

Benefits

  • Comprehensive health insurance coverage for employees, with options to extend to dependents
  • Paid time off and company holidays, with additional leave benefits as per policy
  • Flexible work arrangements
  • Learning and development opportunities
  • Employee wellness initiatives and programs focusing on physical and mental well-being
  • Retirement and statutory benefits in line with India regulations
  • Inclusive and people-first culture with collaboration and ownership
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About AHEAD

Digital Platforms Engineered for Modern Enterprises

AHEAD accelerates the impact of technology on clients by engineering customized data, developer, and infrastructure platforms that improve IT operations.

Platform SolutionsInfrastructure ModernizationLifecycle ManagementSeamless Integration
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