AI Architect, ITSM

About the Company

• It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work.
• Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®.
• Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.
• Join us as we pursue our purpose to make the world work better for everyone.

Responsibilities

• Provide technical advice and guidance to early adopter customers on how to best utilize ServiceNow’s AI-first implementation and adoption to dramatically reduce time-to-first-use.
• Collaborate with cross-functional teams, including platform and product management and engineering, Global Partners & Channels, Impact, 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 the field of GenAI and Agents, and apply this knowledge to continuously improve and evolve 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 more 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.

What you get to do in this role

• The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI-first implementation and adoption experience for ServiceNow’s customers.
• You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry.
• As an AI-Native AI Architect, you will work with the product and, on occasion, client teams to design, productize, and pilot agentic and generative AI-first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day-one sandbox through next-best actions to meaningful use and measurable value.
• You’ll drive early pilots across ServiceNow’s core product families, partner tightly with Platform and Product BU product management and engineering, and collaborate with strategic partners and early adopters.
• Your North Star: 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.

Requirements

• 5+ years of solution architecture experience across multiple AI platforms, workflows, vendor products, and AI; deep ML/LLM patterns.
• Prior experience developing AI use cases (Generative, Agentic, Predictive) from prototyping all the way into Production is a must-have with 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 and other ServiceNow Certified Implementation Specialist certifications are nice to have.

Salary

• Base pay of $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits.

Location

• San Diego, CA (Work persona details apply)

Benefits

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

How to Apply

• 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.
• All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Category

AI & Machine Learning