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Salary: USD 221,200 - 387,100 / annual
ServiceNow is seeking an AI Architect to lead the Agentic Initiative within the Platform & AI Customer Excellence team. This role combines hands-on technical delivery with strategic advisory responsibilities, focusing on developing and scaling ServiceNow's agentic AI capabilities across the organization and customer base.
Key responsibilities include leading technical implementation and incubation of ServiceNow AI capabilities (configuration, customization, solution builds), identifying and driving adoption of transformative AI solutions, and delivering technical demonstrations and proof-of-concepts. You will own enterprise architecture decisions for AI implementations, ensuring alignment with platform strategy, and provide technical guidance internally and to customers on leveraging ServiceNow's AI technologies.
The role requires managing technical stakeholder relationships across platform owners, administrators, and the Office of the CSO to ensure successful AI adoption. You will partner with AI Strategists to deliver integrated service offerings, with your focus on technical implementation while they lead business alignment. Collaboration with cross-functional teams—including sales, marketing, and product development—is essential for successful deployment of AI solutions.
You will develop and deliver technical enablement content, training sessions, and implementation guidance to scale AI expertise across the Customer Excellence organization and partner ecosystem. This includes creating AI Impact Accelerators to drive outcomes and value realization. The role also involves staying current with industry trends in AI and contributing to thought leadership through white papers, documentation, and knowledge base articles.
Required qualifications: 10+ years of technology implementation or solution delivery experience, advisory/consulting experience (customer-facing or internal) with proven ability to translate technical capabilities into business outcomes, excellent communication skills, and strong analytical and problem-solving abilities. Additionally, either 5+ years of deep ServiceNow platform expertise with hands-on implementation across multiple suites (CSA and CIS-ITSM certifications required, CAD expected within first year), or 5+ years of extensive AI/ML/Data Science background with demonstrated solution implementation experience (with support for obtaining ServiceNow certifications within first year).
Preferred qualifications include hands-on experience implementing ServiceNow AI capabilities (Now Assist, Virtual Agent, AI Agents, Predictive Intelligence), prompt engineering or LLM integration experience, startup/early-stage environment experience, Agile methodology familiarity, cross-functional team experience, and strong industry connections. Up to 50% annual travel required.
