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 

AI is transforming how businesses&nbsp;operate&nbsp;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&mdash;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.&nbsp;
In this episode, designed not just for recent interns, you&rsquo;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&rsquo;t just consume&mdash;contribute.&nbsp;
UTG is the engine behind the scenes here at ServiceNow &mdash; 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.&nbsp;
For more information about the Early Careers program visit - <a href="https://careers.servicenow.com/early-careers/">https://careers.servicenow.com/early-careers/</a>&nbsp;
00:00 Welcome &amp; What &lsquo;UTG Unlocked&rsquo; Is All About  02:50 Meet the Panel: Mark, Alyssa, Jorden &amp; 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&nbsp; 30:37 GCS as a Superhero: Operating in the Shadows Like Batman &nbsp; 31:35 The Hidden Work: Solving Customer-Created Problems &amp; Root-Cause Hunting  33:37 Alyssa&rsquo;s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity  35:38 What&rsquo;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 &amp; Where to Learn More&nbsp;

ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow Insights&nbsp;is your insider&rsquo;s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,&nbsp;&nbsp;and offers valuable insights to help you stay informed and leverage the full potential of the platform.

ServiceNow TechBytes is a Podcast Program hosted …