Principal Applied AI Architect

Who you are

• If you're energized by solving complex problems, operating in ambiguity, and turning emerging technology into real-world impact, this is an opportunity to help define what's next
• 5+ years of technology implementation, architecture, consulting, or solution delivery experience
• Experience advising customers on complex technology initiatives and translating technical capabilities into measurable business outcomes
• Strong communication, presentation, and stakeholder management skills with the ability to engage audiences ranging from platform administrators to executive leadership
• Excellent analytical, problem-solving, and systems-thinking capabilities
• Demonstrated ability to work independently while effectively collaborating across cross-functional teams in a fast-paced environment
• 5+ years of hands-on ServiceNow implementation and architecture experience across multiple product suites
• CSA and CIS certifications required
• CAD certification expected within the first year
• 5+ years of experience in AI, Machine Learning, Data Science, Generative AI, or related emerging technology domains
• Demonstrated experience implementing AI-powered solutions in enterprise environments
• Willingness to obtain ServiceNow platform certifications (CSA, CIS, CAD) within the first year
• Hands-on experience implementing ServiceNow AI capabilities, including Now Assist, Virtual Agent, Predictive Intelligence, AI Agents, AI Search, or related offerings
• Experience with Generative AI, Agentic AI, LLMs, prompt engineering, orchestration frameworks, and AI-powered workflow automation
• Experience working in ambiguous, fast-moving environments where experimentation, learning, and iteration are essential
• Proven ability to incubate and scale new solutions, accelerators, or innovation programs from concept to broader adoption
• Experience influencing product strategy through customer feedback, technical insights, and outcome-based recommendations
• Familiarity with AI governance, observability, evaluation frameworks, responsible AI practices, and enterprise AI deployment patterns
• Experience collaborating with Product Management, Engineering, Sales, Customer Success, and Partner organizations
• Strong curiosity for emerging technologies and a passion for continuous learning
• Experience working within Agile product development or delivery environments
• Customer-obsessed mindset with a passion for turning innovation into measurable outcomes
• Ability to navigate ambiguity and transform ideas into scalable solutions
• Strong technical depth paired with business acumen and executive presence
• Natural curiosity and enthusiasm for exploring what's next in enterprise AI
• Proven ability to influence without authority across Product, Engineering, Go-To-Market, and Customer organizations
• A builder's mindset with a track record of creating repeatable assets, accelerators, frameworks, and success patterns that scale

What the job involves

• The Platform & AI Customer Excellence (AI Center of Excellence) team is responsible for developing, maintaining, and delivering a portfolio of advisory services, incubations, and innovations in partnership with Sales, Product Success, Product, Engineering, and Customer Excellence
• As an AI Architect, you will help bridge the gap between emerging AI innovation and customer value realization
• You will work directly with customers to implement, validate, and scale ServiceNow's AI capabilities while partnering closely with Product Management and Engineering to shape the future of our AI portfolio
• This role combines hands-on technical expertise, customer advisory, innovation incubation, and thought leadership to accelerate AI adoption and measurable business outcomes
• You will serve as both a trusted technical advisor and an innovation catalyst, helping customers realize value from today's AI capabilities while shaping the next generation of AI-powered solutions
• Lead hands-on technical implementation of ServiceNow AI capabilities, including configuration, customization, solution development, and integration
• Deliver technical demonstrations, proof-of-value engagements, workshops, and deep-dive sessions showcasing ServiceNow's emerging AI portfolio
• Partner with strategic customers to pilot, validate, and scale emerging AI technologies, transforming early concepts into repeatable customer success patterns
• Own enterprise architecture decisions for AI implementations, ensuring alignment with customer platform strategy, governance, and long-term business goals
• Provide technical guidance on how organizations can leverage ServiceNow emerging AI technologies to drive measurable business outcomes and accelerate value realization
• Act as a voice-of-the-customer by bringing customer insights, adoption challenges, and emerging use cases back to Product Management and Engineering teams
• Collaborate with Product, Engineering, and Outbound teams to incubate new AI capabilities, validate product-market fit, and accelerate customer adoption
• Partner with AI Strategists to deliver integrated customer engagements, aligning technical implementation with business transformation objectives
• Build reusable implementation playbooks, deployment patterns, and best practices that enable customers and partners to successfully adopt AI at scale
• Develop and deliver technical enablement content, training programs, and implementation guidance that expand AI expertise across Customer Excellence and the partner ecosystem
• Stay at the forefront of AI innovation, including Agentic AI, Generative AI, and emerging enterprise AI trends, applying these insights to evolve ServiceNow's offerings and customer success motions
• Contribute to thought leadership, point-of-view documents, whitepapers, workshops, and knowledge assets that make AI adoption more accessible for customers, partners, and internal teams
• Influence go-to-market readiness for emerging AI capabilities by helping define success patterns, implementation guidance, and customer adoption strategies
• This role sits at the intersection of AI innovation, customer outcomes, and product strategy
• You will work with strategic customers and cutting-edge AI technologies before they reach broad market adoption, helpin

Benefits

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