Principal Technical Consultant - AI

Team: ESM Now360

Location: United States

Commitment: Full Time

Workplace Type: remote

Roles & Responsibilities

• Lead project teams to deploy AI and agentic solutions on the platform, including Now Assist, AI Agents, AI Control Tower and AI Agent Orchestration 

• Lead complex programs of multiple resources delivering AI-enabled ITSM, ITOM, CMDB/CSDM, HRSD, CSM, SecOps, and ITAM capabilities 

• Lead the architecture and design of complex AI/agentic solutions, including prompt design, skill configuration, and workflow orchestration across AI Experience 

• Lead the creation of written deliverables, including AI adoption roadmaps, use case business cases, and governance frameworks 

• Lead client demos and working sessions showcasing GenAI and agentic capabilities 

• Lead integration design sessions connecting AI capabilities with third-party LLMs, data sources, and enterprise systems 

• Lead client workshops as process, technical, and AI strategy expert 

• Serve as escalation point for project team on AI/agentic delivery matters 

• Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new AI-driven concepts, practices, and approaches 

• Obtain and maintain certifications with associated qualifications, including AI-focused credentials (e.g., Now Assist, Certified Application Developer with AI specialization) 

• Maintain expert-level certifications and stay current on 's evolving AI/agentic product roadmap 

• Identify and communicate AI-driven opportunities across the client portfolio 

• Participate in pre-sales cycle as AI/agentic technical expert, scoping and positioning AI use cases 

• Provide thought leadership to AHEAD and our customers on AI adoption, governance, and ROI within  

• Communicate with external customers, which may include top management, on matters that require explanation, interpretation, and/or advising regarding AI capabilities and risk 

• Craft innovative and high-impact AI solutions for complex client programs, relying on large teams to implement 

• Contribute to projects/programs that may address future AI concepts, products, and technologies on the platform 

• Drive consensus with customers in solving complex AI/agentic solution design challenges 

• Establish and advise on AI governance, responsible AI use, data privacy, and model performance monitoring within deployments 

Qualifications

• Subject matter expert on the platform with demonstrated expertise in AI and agentic capabilities (Now Assist, AI Agents, Predictive Intelligence, Virtual Agent/NLU preferred) 

• Expert knowledge on at least two process areas within the platform, with applied AI/automation experience in at least one 

• Expert-level development skills on the platform, including scripting for AI Agent configuration, skill building, and workflow orchestration 

• Recognized expertise in AI/agentic solution design within the organization 

• Demonstrate deep expertise across multiple technologies, including GenAI/LLM concepts, prompt engineering, and AI governance frameworks 

• Able to articulate trade-offs between architecture approaches, including build-vs-configure decisions for AI capabilities and model/tooling selection 

• Strong skills integrating AI capabilities with third-party tools, LLMs, and data platforms 

• Strong presentation skills, particularly in communicating AI value and ROI to technical and executive audiences 

• Strong project and situational awareness 

• Strong communication skills 

• Strong attention to detail 

• Self-starter with a demonstrated interest in staying ahead of 's AI/agentic product evolution 

• Able to travel as needed, up to 15% 

Expectations

• A lead contributor to their team and the organization as a whole, driving AI/agentic adoption 

• Bring thought leadership to our organization and our customers on AI within  

• Contribute to projects/programs that may address future AI concepts, products, and technologies 

• Coordinate cross-practice and contribute to cross-practice deliverables; help draft AI adoption standards and playbooks 

• Lead multiple resources when on a cross-practice AI/agentic project 

• Be an early adopter of new AI-related certifications 

• Utilized by pre-sales for AI opportunity identification, scoping, and positioning of services and products, including opportunities across practices, and engage pre-sales to begin new AI-focused campaigns that cross practices 

• Primary contributor to complex workshops that span multiple practice areas inside of AHEAD, with a focus on AI use case discovery 

• Be able to provide advanced data or situational analysis that requires the evaluation of intangibles, including AI readiness and change management considerations 

• Drive scoping, planning, and methodology for critical AI/agentic projects 

• Work on impactful and unique issues at the frontier of 's AI capabilities