AI Architect

Servicenow; United States; On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Carrier/employee benefits

Job summary

ServiceNow is seeking an AI Architect to lead the agentic AI initiative within the Platform & AI Customer Excellence group. You will drive the roadmap, deliver hands-on AI enablement, and advise customers on leveraging Now AI capabilities to achieve strategic outcomes.

You'll collaborate with Sales, Product, and CSO stakeholders, drive adoption of AI solutions, and mentor teams across the org while staying ahead of industry trends and emerging technologies.

Qualifications

• 10+ years of technology implementation or solution delivery experience.
• Advisory or consulting experience with ability to translate technical capabilities into business outcomes.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical audiences.
• Strong analytical and problem-solving skills with ability to work independently or as part of a team.
• Experience with ServiceNow platform and AI capabilities is highly preferred.

Responsibilities

• Lead hands-on 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, PoCs, 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 leveraging ServiceNow AI technologies.
• Manage technical stakeholder relationships to ensure successful AI adoption.

Skills

AI Architect

Technology implementation

Advisory/consulting

Communication

Analytical thinking

Tools

ServiceNow

CSA

CIS-ITSM

CAD

Now Assist

Virtual Agent

AI/ML

Job description

Role Description

What you get to do in this role:

• 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

Qualifications

To be successful in this role you must have:

Required (all candidates):

• 10+ years of technology implementation or solution delivery experience
• Advisory or consulting experience (customer-facing or internal stakeholder-facing) with proven ability to translate technical capabilities into business outcomes
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills with ability to work independently or as part of a team

Additionally, one of the following:

• 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
• 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

Preferred:

• 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
• Startup or early-stage environment experience, with comfort operating in ambiguity and driving zero-to-one initiatives from concept to execution
• Familiarity with Agile methodologies and experience working in an Agile environment
• Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships

Other:

• Customer-focused mindset and commitment to delivering high-quality results
• Ability to work effectively in a fast-paced, dynamic environment
• Must be able to travel up to 50% annually

For positions in this location, we offer a base pay of $221,200 - $387,100 , plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching d