Solution Architect, CSM

ServiceNow • Dallas, TX

34d

About The Position

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 ServiceNow 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 a ServiceNow (Product) Solution Architect, you will work with the product, BU, and client delivery teams to design, productize, and pilot Agentic 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 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 adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction, enhances customer experience, and improves renewal outcomes.

Requirements

• 6+ years of ServiceNow product/solution architecture (AI/ML experience on the ServiceNow Platform is preferred).
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications (ITSM, HRSD, or CSM) are preferred.
• ServiceNow Certified Technical Architect or ServiceNow Certified Master Architect certifications are preferred.
• Experience putting ServiceNow enterprise implementations and deployments into production is a must-have.
• At least 5 years of experience in a technology advisory or enterprise implementation role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is preferred.
• Proven track record of driving customer satisfaction through innovative technology solutions on the ServiceNow platform.
• 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.

Responsibilities

• Providing technical advice and guidance to early adopter customers on how to best utilize ServiceNow's AI-first implementation agents 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 AI 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
• Assist the Enablement team and Partner team with Enablement and Training material to see through the success of this Autonomous Implementation effort.
• 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 (enterprise clients and Systems Integrators).

What This Job Offers

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