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Salary: USD 199,100 - 348,400 / annual
ServiceNow is seeking an AI Architect to lead innovation and delivery of agentic AI capabilities within the Platform & AI Customer Excellence (AI Center of Excellence) team. This role bridges technical implementation and strategic advisory, partnering with Sales, Product Success, Product Management, and Customer Excellence teams.
Key responsibilities include:
- 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 business operations
- 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 utilizing ServiceNow's AI technologies to achieve business objectives
- Manage technical stakeholder relationships including platform owners, ServiceNow administrators, and Office of the CSO
- Partner with AI Strategists to deliver integrated service offerings, with architects driving technical implementation
- Collaborate with cross-functional teams (sales, marketing, product development) on successful deployment of AI solutions
- Develop and deliver technical enablement content, training sessions, and implementation guidance to scale AI expertise across the organization and partner ecosystem
- Develop and deliver AI Impact Accelerators to drive outcomes and value realization
- Stay current with industry trends and emerging AI technologies
- Contribute to thought leadership through white papers, knowledge base articles, and documentation
Travel up to 50% annually is required.
Qualifications:
Required:
- 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 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
- Familiarity with Agile methodologies and Agile environment experience
- Experience working with cross-functional teams including data scientists, engineers, sales, and marketing professionals
- Strong industry connections and network to leverage relationships for business growth and partnerships
- Customer-focused mindset and commitment to delivering high-quality results
- Ability to work effectively in a fast-paced, dynamic environment
