Senior Principal AI Architect, Delivery Acceleration

ServiceNow • Santa Clara, CA

33d

About The Position

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 Senior Principal AI Architect, Delivery Acceleration, you will work with the product, implementation experts, both internal and external, to design, productize, and pilot agentic & generative AI‑first setup and implementation experiences, driving down the time it takes for ServiceNow and its partners to deliver implementation programs and projects. 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 (SDLC) solution delivery lifecycle leading to lower 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

• 10+ years of solution architecture experience across multiple 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
• 5+ years of experience in a technology advisory or implementation role, with a focus on Generative AI, Artificial Intelligence, Machine Learning, or Data Science, is required.
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Exceptional systems thinking; hands-on AI development & prototyping, and validation skills.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
• Strong analytical and 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.

Nice To Haves

• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are nice to have.

Responsibilities

• Set architectural standards for autonomous implementation agents (patterns, governance, observability, human‑in‑the‑loop).
• Validate agent viability across representative customer environments; de‑risk data, guardrails, and performance with STEP (Product Org).
• Engagement with Platform team and LLM providers to facilitate requirements for Agents (e.g., trust, latency, security)
• Provide technical advice and guidance to early implementation partners 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 teams, and Expert Services, to prioritize, design, productize, and pilot ServiceNow's AI-first implementation and adoption capabilities.
• Stay up-to-date with fast-changing industry trends and emerging AI / autonomous technologies in the field of GenAI and Agents, and apply this knowledge to continuously improve and evolve ServiceNow's implementation & 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 & adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners
• Design, build, validate, and deploy delivery and implementation‑specific agents.
• Co‑drive pilots with ServiceNow's early adopter customers.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees