Echelon AI is revolutionizing ServiceNow development by combining veteran platform expertise with cutting-edge AI engineering. The company has created Echelon, an AI developer agent that accelerates ServiceNow implementations by assisting with everything from business analysis to development and configuration. With a team composed of ServiceNow Certified Master Architects (CMAs) and rockstar AI engineers who previously solved similar challenges at Moveworks (acquired by ServiceNow), Echelon AI is addressing critical industry pain points: the growing difficulty of finding skilled talent, expanding business demands, and development timelines that haven't kept pace with customer needs.
Building AI expertise through ServiceNow University
Echelon AI continues to build its ServiceNow expertise to deliver extraordinary results for joint customers. The company has made significant investments in both AI innovation and workforce development, and by upskilling its own teams, has positioned itself as a trusted advisor for organizations looking to accelerate their ServiceNow value realization. Through its AI developer agent—trained using modern methods like reinforcement learning from human feedback (RLHF)—Echelon AI helps customers automate more of their ServiceNow work while maintaining quality, accuracy, and safety standards.
Now, Echelon AI has taken its commitment to excellence through education to the next level by leveraging ServiceNow University, further strengthening its ability to deliver the skills needed to drive meaningful, sustainable change for enterprises adopting AI-powered workflows.
Through ServiceNow University, Echelon AI staff have access to training content and certifications, allowing employees to continuously grow their skills and accelerate their careers. The company has established mandatory certification requirements for all team members—from AI engineers being introduced to the platform for the first time, to go-to-market leaders who need to understand customer use cases and challenges.
"For us to build the best AI developer, to deliver effective solutions for our customers—it starts with our team being certified and well-versed on the platform," says Ken Tang, AI Delivery Lead and ServiceNow CMA at Echelon AI. "Half of our company is made up of veteran ServiceNow CMAs and developers; however, the other half are AI engineers. ServiceNow University has made the process for our AI engineers to develop on the ServiceNow AI Platform very simple, and we can see within just a few days of taking some courses on ServiceNow University, the engineers are already beginning to build apps, making configurations on the platform.
By leveraging ServiceNow University, Echelon AI has simplified the challenge of equipping its rapidly growing team with the skills of the future. At the time of this case study, the company operates with a team of 10 and is rapidly expanding. Each new team member follows a ServiceNow University training plan primarily based on learning paths that already exist, with role-specific certifications ranging from administration and development to sales and presales accreditations.
Training AI to train AI
What sets Echelon AI apart is not just how they train their human team—it’s how they train their AI developer agent, Echelon. The company uses ServiceNow University content as foundational knowledge for its AI agent while employing advanced machine learning techniques that refine its capabilities over time. ServiceNow CMAs review real tasks, turn their preferences into reward signals, and optimize the model for helpfulness, accuracy, and safety. This enables the Echelon AI agent to learn extremely quickly from mistakes and continuously improve.
"Our ServiceNow experts are continuously updating their knowledge and will suggest important courses, trainings, and certifications to the team. We do this on a bi-weekly basis," Tang explains. "The platform is moving fast, so we must keep up."
This dual approach to learning—training both human experts and AI agents—creates a powerful feedback loop. As the human team members deepen their ServiceNow expertise through ServiceNow University, they can better guide the AI agent's learning. As the AI agent encounters new use cases and challenges in customer environments, it surfaces opportunities for the human team to expand its knowledge.
Partnering with ServiceNow to push the frontiers of AI
Beyond training, Echelon AI has established itself as an innovative partner in ServiceNow's AI ecosystem. The company is continuously partnering with different ServiceNow product teams to push the frontiers and ceiling of AI innovation. Echelon AI is exploring opportunities to integrate its AI developer agent directly with Now Assist and embed it into the ServiceNow AI Platform so customers can interact with Echelon without leaving their instance.
The company practices what it preaches when it comes to ServiceNow and AI. Internally, Echelon AI uses ServiceNow to run typical business processes including payroll, human resources, customer relationship management, and IT. But most notably, they used their own Echelon AI developer to build a custom ServiceNow application for itself—tracking the AI agent's own skills, metrics, performance, evaluations, defects, and enhancement backlog. The AI built its own application to log, train, and improve itself.
"When you're building a company as fast as we are—it’s critical that we eliminate all friction internally as much as we can," Tang notes. "The value of having one platform do everything for us is immeasurable. One platform to learn, maintain, and operate greatly improves our productivity and reduces time spent swivel chairing by 40%.
Building customer success through continuous learning
The impact of ServiceNow University extends beyond internal operations. Echelon AI's investment in training directly translates to better customer outcomes and enables it to put AI to work for its teams. The company's AI engineers have been productive, building on the ServiceNow AI Platform since day one, and go-to-market leads are well-equipped to support customers in understanding pain points and building one-year roadmaps that prioritize quick-wins, realistic goals, and quantifiable outcomes.
"It's probably one of the most effective technology training programs we've participated in," Tang says. "Varying formats based on our availability, preferences, and needs. And although there is no shortage of information and content, it's very easy to navigate and understand where to go next to reach that next step."
The investment in ServiceNow University also enables Echelon AI to work more effectively with customers by leveraging sales and presales accreditations. This helps go-to-market leaders understand customer problems more deeply and confidently bring in the right resources to right-size solutions.
"Our engineers, our AI agents are constantly learning about the ServiceNow AI Platform. It's there we are able to find areas of opportunity to improve and make the overall experience faster, better, cheaper."
Looking ahead: Making implementation capacity infinite
Echelon AI's vision goes beyond incremental improvements to ServiceNow delivery. The company believes the way enterprise software is delivered today can be improved, as it focuses too much on who delivers the work—consultants, offshore teams, or internal teams—instead of the quality and speed of delivery.
"Our goal is to make implementation capacity infinite, reduce deployment timelines to hours, and shift the value from managing people to mastering outcomes," Tang explains. “For one of our customers, by the second sprint, Echelon already ranked as the second most productive developer in that team by points completed.”
Every week, Echelon AI upgrades its AI developer agent with new skills and capabilities. The company is excited about integrating Echelon directly into the ServiceNow AI Platform and continues to train the agent using the most modern learning methods. Looking ahead, the team even envisions having its AI developer agent take ServiceNow certifications itself.
For companies considering similar investments in AI and training, Tang offers clear advice: "It's really about understanding your customer, what are your customers trying to do, what are the steps to get there, and most importantly, where are the areas of friction and challenges. You must live in their world, to have a chance at helping them improve their world."
As ServiceNow continues to evolve and expand its AI capabilities, Echelon AI's commitment to continuous learning through ServiceNow University ensures it stays at the forefront—building smarter AI agents, delivering faster implementations, and helping customers achieve outcomes that were previously impossible.
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