UTG Unlocked: AI Careers, Partnering with AI, and Understanding Global Cloud Services at ServiceNow

UTG Unlocked: AI Careers, Partnering with AI, and Understanding Global Cloud Services at ServiceNow

Author: ServiceNow Community February 19, 2026 Duration: 43:39

AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals. 

In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute. 

UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed. 

For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/ 

00:00 Welcome & What ‘UTG Unlocked’ Is All About 
02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia 
04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees) 
06:26 Skills That Matter in an AI-Powered Workplace 
09:52 Real AI Use Cases: Unity, Agents, and Faster Ops 
13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI 
18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute 
20:41 Segment 2 Kickoff: Rapid-Fire Fun
28:50 Pulling Back the Curtain: What is GCS 
30:37 GCS as a Superhero: Operating in the Shadows Like Batman  
31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting 
33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity 
35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing) 
37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back 
40:12 Final Words & Where to Learn More 

See omnystudio.com/listener for privacy information.


Ever wondered what happens behind the scenes of the platform that powers so much of today's enterprise workflow? ServiceNow Insights pulls back the curtain, offering a direct line to the minds building and shaping the technology. This isn't a series of polished press releases; it's a collection of genuine conversations with the engineers, product managers, and innovators from the ServiceNow Community who are doing the actual work. You'll hear the unscripted stories behind the latest features-not just what they do, but the real-world problems they aim to solve and the interesting challenges encountered along the way. Each episode delves into the practical implications of new updates and products, giving you a clearer sense of how these tools evolve and where they might be headed next. Whether you're deeply embedded in the ecosystem as an admin or platform owner, or simply curious about how complex digital services are orchestrated, this podcast provides context and clarity you can't find elsewhere. Tune in for a grounded, technical, and genuinely insightful look at the forces driving innovation in this space, straight from the source.
Author: Language: en-us Episodes: 50

ServiceNow Insights 
Podcast Episodes
Cloud Cost Management with Abhi Roy - TechBytes [not-audio_url] [/not-audio_url]

Duration: 19:16
Abhi Roy, Sr. Outbound Product Manager at ServiceNow, discusses Cloud Cost Management, its importance, challenges faced by companies, and how ServiceNow's cloud cost management product addresses these challenges. He also…
Writing and AI with Katie Ott - TechBytes [not-audio_url] [/not-audio_url]

Duration: 14:50
On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at S…
Linguistics and Language in GenAI [not-audio_url] [/not-audio_url]

Duration: 24:12
This episode of TechBytes delves into the importance of linguistics in making AI successful, focusing on large language models and emotionally intelligent customer interactions. Experts from ServiceNow discuss applying l…
UX Research and AI with Jessa Anderson [not-audio_url] [/not-audio_url]

Duration: 21:25
In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX rese…
Life After ChatGPT with Di Le and Hayley Mortin - Episode 68 [not-audio_url] [/not-audio_url]

Duration: 23:45
This episode of TechBytes features a discussion between Di Le, Human Centered & Responsible AI Design Strategist at ServiceNow and Hayley Morton, Sr. UX Researcher, AI/ML UX Research here at ServiceNow about the impact a…
Episode 67: Enterprise Asset Management [not-audio_url] [/not-audio_url]

Duration: 26:14
In this episode, Product Managers Juliana Beauvais and Narayan Balabascarane tell us how ServiceNow Enterprise Asset Management extends traditional asset management to the enterprise level for all types of assets. This e…
Episode 66: Natural language understanding [not-audio_url] [/not-audio_url]

Duration: 15:52
In this episode, Product Manager Sibo Ding tells us how natural language understanding (NLU) capability improves performance and user experience for Virtual Agent, AI Search, and other ServiceNow user interface features.…
Episode 65: ESG Management [not-audio_url] [/not-audio_url]

Duration: 31:11
In this episode, Product Manager Vaisakh Krishnan tells us how the Now ESG Management product helps companies develop, manage and report on their Environmental, Social, and Governance program. This episode covers: What i…
Episode 64: Bringing your data together with CSDM [not-audio_url] [/not-audio_url]

Duration: 15:09
In this episode, Portfolio Manager Mary Vanatta talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enab…