AI Principal Technical Consultant, AI Delivery Acceleration ServiceNow – Melbourne, Australia
Job Description
We're on a mission to cut ServiceNow project delivery time in half through the strategic application of AI. Our team builds intelligent tools and solutions—leveraging both the ServiceNow platform and third‐party technologies—that amplify the capabilities of our expert services personnel. From internal productivity tools to customer and partner‐facing AI products, we're transforming how projects get delivered across the ecosystem.
The Role
The AI Principal Technical Consultant bridges deep ServiceNow platform expertise with modern AI capabilities. You design, build, and deploy AI‐powered solutions that accelerate delivery for our services teams, partners, and customers. This hands‐on role combines technical implementation with consulting skills—you'll need to understand delivery challenges and translate them into practical AI solutions. You will design and implement AI systems with NowAssist skills, AI Agents, and Workflow Data Fabric, using strong programming abilities across languages and frameworks, and deploy them on the ServiceNow platform and with third‐party tools.
What you get to do in this role:
* Design and implement AI solutions on the ServiceNow platform
* Stay current with emerging AI capabilities and evaluate their applicability to our platform and use cases
* Develop solutions specific to user requirements gathered in workshops
* Coordinate activities with other developers to ensure that Now Assist and platform functionality is designed to support the overall program objectives
* Ensure that best practices in implementation of AI solutions are followed
* Evaluate new technologies and third‐party AI tools for use in the expert services organization
* Stay ahead of the ServiceNow platform roadmap, evaluating new AI features as they release and determining how they can accelerate delivery
* Develop deep expertise in Now Assist across workflows—understanding its configuration, customization, and optimal use cases for different implementation scenarios
Qualifications
* 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.
* At least 8 years of configuration/development experience for complex, highly capable solutions
* 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
* Maintain ServiceNow Certified Application Developer (CAD) certification
* Act as a technical lead on any engagement
* Understanding of 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
* 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
* 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)
* Strong Javascript skills with practical experience
* Experience with Self‐Hosted implementations and/or Domain Separation is a plus
* Strong interpersonal skills, customer‐centric attitude, and ability to operate within a culturally diverse environment
* Proven team builder with the ability to mentor and develop talent
* Analytical and problem‐solving abilities
* A keen eye for detail and the ability to spot and fix errors in complex code
* Ability to perform tasks independently
* Good presentation and report‐writing skills
* Up to 30% travel annually
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‐party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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