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.