The TeamThe Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.The RoleThe Principal Technical Consultant (AI) serves as the functional and technical specialist for customer engagement teams, providing guidance to clients and configuring ServiceNow AI solutions according to established practices. This position is responsible for designing and implementing AI systems with NowAssist skills, AI Agents, and Workflow Data Fabric, utilizing programming expertise in multiple languages and frameworks. Duties include troubleshooting issues, assisting users, and developing solutions for complex use cases, with the goal of delivering effective AI implementations on the platform.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 development plans and strategies while formulating architectures for AI solutions in ServiceNow.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 customersDeveloping solutions specific to user requirements gathered in workshops.Coordinating activities with other developers to ensure that Now Assist and platform functionality is designed to support the overall project.Ensuring that best practices in implementation AI solutions are followed by the organization.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.