It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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 donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

AI Architect

Job description

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