AI Architect

ServiceNow; New Jersey; On-site; USD 170,000 - 260,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow is seeking an AI Architect within The Agentic Initiative to lead hands-on implementation, drive AI capability adoption, and align enablement across Sales, Product Success, and Customer Excellence. You will own enterprise AI architecture decisions and deliver POCs and technical demos.

Collaborate across teams to scale Now AI solutions including Now Assist and Predictive Intelligence. The role requires a strong AI/ML background, stakeholder management, and ability to travel up to 50%.

Qualifications

• 5+ years of AI/ML experience with production-grade deployments.
• Experience translating technical capabilities into business outcomes.
• Strong communication with technical and non-technical stakeholders.

Responsibilities

• Lead hands-on implementation and incubation of ServiceNow AI capabilities.
• Drive innovation, roadmap, and value realization for agentic AI initiatives.
• Deliver technical demonstrations, POCs, and deep-dive sessions on AI capabilities.
• Own enterprise AI architecture decisions ensuring alignment with platform strategy.
• Provide technical guidance to customers and internal teams on AI utilization.
• Collaborate with cross-functional teams to deploy AI solutions at scale.
• Develop and deliver AI enablement content and training across the organization.

Skills

AI architecture

Hands-on ServiceNow AI

Technical advisory

Enterprise architecture

Stakeholder management

Travel up to 50%

Agile / DevOps experience

Education

Bachelor's degree or higher in CS/Engineering

Tools

Now Platform

Now Assist

Predictive Intelligence

LLM integration

Job description

• The Agentic Initiative, part of the Platform & AI Customer Excellence (AI Center of Excellence) team, will be responsible for developing, maintaining, and delivering a portfolio of internal agentic AI innovation, in partnership with Sales, Product Success, Product Management, and Customer Excellence Group at large
• As an AI Architect, you will drive innovation, roadmap, and value realization for agentic AI technology across initiatives through hands‑on delivery of ServiceNow’s AI capabilities and technical advisory activities. You will also lead AI enablement programs and for the broader Customer Excellence organization
• Lead hands‑on technical implementation and incubation of ServiceNow AI capabilities, including configuration, customization, and solution builds
• Identify, refine, and drive adoption of AI solutions that transform the way we work
• Deliver technical demonstrations, proof‑of‑concepts, and deep‑dive sessions on AI product capabilities
• Own enterprise architecture decisions for AI implementations, ensuring alignment with platform strategy
• Provide technical advice and guidance internally and to customers on how to best utilize ServiceNow’s AI technologies to achieve business objectives
• Manage technical stakeholder relationships including platform owners, ServiceNow administrators, and Office of the CSO to ensure successful AI adoption
• Partner with AI Strategists to deliver integrated service offerings, with architects driving technical implementation while strategists lead business alignment
• Collaborate with cross‑functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow’s AI solutions
• Develop and deliver technical enablement content, training sessions, and implementation guidance to scale AI expertise across the Customer Excellence organization and partner ecosystem
• Develop and deliver AI Impact Accelerators to drive outcomes and value realization for internal teams and customers alike
• Stay up-to-date with industry trends and emerging technologies in the field of AI, and apply this knowledge to continuously improve and evolve ServiceNow’s agentic AI initiative and Impact AI accelerator offerings
• Contribute to thought leadership and point‑of‑view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s AI capabilities more accessible to the broader Impact Delivery organization, customers, and partners

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

Additionally, one of the following:

• Advisory or consulting experience (customer‑facing or internal stakeholder‑facing) with proven ability to translate technical capabilities into business outcomes
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
• Extensive AI, Machine Learning, or Data Science background (5+ years) with demonstrated solution implementation experience; candidates will be supported in obtaining ServiceNow platform certifications (CSA, CIS‑ITSM, CAD) within first year
• 10+ years of technology implementation or solution delivery experience
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non‑technical audiences
• Deep ServiceNow platform expertise (5+ years) with hands‑on implementation across multiple product suites; CSA and CIS‑ITSM certifications required, CAD expected within first year; OR
• Strong analytical and problem‑solving skills with ability to work independently or as part of a team
• Ability to work effectively in a fast‑paced, dynamic environment
• Must be able to travel up to 50% annually
• Customer‑focused mindset and commitment to delivering high‑quality results
• Hands‑on experience implementing ServiceNow AI capabilities including Now Assist, Virtual Agent, AI Agents, or Predictive Intelligence
• Experience with prompt engineering, LLM integration, or agentic AI development
• Familiarity with Agile methodologies and experience working in an Agile environment
• Startup or early‑stage environment experience, with comfort operating in ambiguity and driving zero‑to‑one initiatives from concept to execution
• Experience working with cross‑functional teams, including data scientists, engineers, sales, and marketing professionals