AI Architect, HRSD

About the Company
ServiceNow began in San Diego, California in 2004, founded by Fred Luddy with a vision to transform work. Today, ServiceNow is a global market leader, providing AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform connects people, systems, and processes to help organizations work smarter, faster, and better. We are pursuing our purpose to make the world work better for everyone.

Responsibilities

• Partner with the Platform and Product Business Unit Product Management and Engineering organizations within the Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence.
• Deliver a transformational AI-first implementation and adoption experience for ServiceNow’s customers.
• Design, productize, and pilot agentic and generative AI-first setup and implementation experiences.
• Establish a standardized setup process and unify admin workflows behind a single front door guiding customers from day-one sandbox through next-best actions to measurable value.
• Drive early pilots across ServiceNow’s core product families.
• Partner tightly with Platform and Product BU product management and engineering.
• Collaborate with strategic partners and early adopters.
• The North Star is to dramatically compress time-to-first-meaningful-use, accelerate product adoption, and deliver a consistently excellent, AI-enabled implementation journey that reduces deployment friction and improves renewal outcomes.
• Provide technical advice and guidance to early adopter customers on utilizing ServiceNow’s AI-first implementation and adoption to reduce time-to-first-use.
• Collaborate with cross-functional teams, including platform and product management and engineering, Global Partners & Channels, Impact, and Expert Services, to prioritize, design, productize, and pilot ServiceNow’s AI-first implementation and adoption capabilities.
• Stay up-to-date with industry trends and emerging technologies in GenAI and Agents, applying this knowledge to continuously improve ServiceNow’s implementation and adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow’s AI-first implementation and adoption capabilities accessible to the broader Impact Delivery organization, customers, and partners.
• Design and validate product-specific agents (e.g., ITSM-Core guided setup, CSM case mapping, HRSD onboarding) with BU teams.
• Co-drive pilots with ServiceNow’s early adopter customers.

Requirements

• 5+ years of solution architecture experience across multiple AI platforms, workflows, vendor products, and AI, including deep ML/LLM patterns.
• Prior experience developing AI use cases (Generative, Agentic, Predictive) from prototyping through to Production is required, utilizing a variety of different AI technologies.
• At least 5 years of experience in a technology advisory or implementation role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is required.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
• Strong analytical and creative problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic environment.
• Familiarity with Agile methodologies and experience working in an Agile environment.
• Strong problem-solving skills and ability to work independently or as part of a team.
• 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.
• Excellent collaboration with product, engineering, QE, and field teams.
• Must be able to travel up to 50% annually.

Preferred Qualifications (Nice to Have)

• ServiceNow Certified System Administrator certification.
• Other ServiceNow Certified Implementation Specialist certifications.

Salary
For positions in this location, we offer a base pay of $187,600 - $328,300, 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.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP.
• Matching donations.
• Flexible time away plan.
• Family leave programs.

Location
San Diego, California (Note: Compensation is based on the geographic location in which the role is located and is subject to change based on work location.)

How to Apply
ServiceNow strives 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.

Additional Information

• Work Personas: ServiceNow approaches its distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are assigned based on the nature of the work and assigned work location. ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service to determine eligibility for a work persona.
• Equal Opportunity Employer: ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
• 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.