AI Architect

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 Expe