AI Architect

Who you are

• 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
• 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
• 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

What the job involves

• 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