AI Architect

ServiceNow•New York, NY

1d•Remote

About The Position

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.

Requirements

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
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
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
Customer-focused mindset and commitment to delivering high-quality results
Ability to work effectively in a fast-paced, dynamic environment

Nice To Haves

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

Responsibilities

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