Job DescriptionWhat you get to do in this role
The Platform & AI Customer Excellence (AI Center of Excellence) team is responsible for developing, maintaining, and delivering a portfolio of advisory services, incubations, and innovations in partnership with Sales, Product Success, Product, Engineering, and Customer Excellence.
As an AI Architect, you will help bridge the gap between emerging AI innovation and customer value realization. You will work directly with customers to implement, validate, and scale ServiceNow's AI capabilities while partnering closely with Product Management and Engineering to shape the future of our AI portfolio. This role combines hands-on technical expertise, customer advisory, innovation incubation, and thought leadership to accelerate AI adoption and measurable business outcomes.
You will serve as both a trusted technical advisor and an innovation catalyst, helping customers realize value from today's AI capabilities while shaping the next generation of AI-powered solutions.
In this role, you will:
- Lead hands-on technical implementation of ServiceNow AI capabilities, including configuration, customization, solution development, and integration.
- Deliver technical demonstrations, proof-of-value engagements, workshops, and deep-dive sessions showcasing ServiceNow's emerging AI portfolio.
- Partner with strategic customers to pilot, validate, and scale emerging AI technologies, transforming early concepts into repeatable customer success patterns.
- Own enterprise architecture decisions for AI implementations, ensuring alignment with customer platform strategy, governance, and long-term business goals.
- Provide technical guidance on how organizations can leverage ServiceNow emerging AI technologies to drive measurable business outcomes and accelerate value realization.
- Act as a voice-of-the-customer by bringing customer insights, adoption challenges, and emerging use cases back to Product Management and Engineering teams.
- Collaborate with Product, Engineering, and Outbound teams to incubate new AI capabilities, validate product-market fit, and accelerate customer adoption.
- Partner with AI Strategists to deliver integrated customer engagements, aligning technical implementation with business transformation objectives.
- Build reusable implementation playbooks, deployment patterns, and best practices that enable customers and partners to successfully adopt AI at scale.
- Develop and deliver technical enablement content, training programs, and implementation guidance that expand AI expertise across Customer Excellence and the partner ecosystem.
- Stay at the forefront of AI innovation, including Agentic AI, Generative AI, and emerging enterprise AI trends, applying these insights to evolve ServiceNow's offerings and customer success motions.
- Contribute to thought leadership, point-of-view documents, whitepapers, workshops, and knowledge assets that make AI adoption more accessible for customers, partners, and internal teams.
- Influence go-to-market readiness for emerging AI capabilities by helping define success patterns, implementation guidance, and customer adoption strategies.
Why This Role Matters
This role sits at the intersection of AI innovation, customer outcomes, and product strategy. You will work with strategic customers and cutting-edge AI technologies before they reach broad market adoption, helping shape the future of ServiceNow's AI portfolio while accelerating customer success. If you're energized by solving complex problems, operating in ambiguity, and turning emerging technology into real-world impact, this is an opportunity to help define what's next.
QualificationsTo be successful in this role, you have: Required
- 5+ years of technology implementation, architecture, consulting, or solution delivery experience.
- Experience advising customers on complex technology initiatives and translating technical capabilities into measurable business outcomes.
- Strong communication, presentation, and stakeholder management skills with the ability to engage audiences ranging from platform administrators to executive leadership.
- Excellent analytical, problem-solving, and systems-thinking capabilities.
- Demonstrated ability to work independently while effectively collaborating across cross-functional teams in a fast-paced environment.
Additionally, one of the following:
ServiceNow Platform Path- 5+ years of hands-on ServiceNow implementation and architecture experience across multiple product suites.
- CSA and CIS certifications required.
- CAD certification expected within the first year.
AI & Emerging Technology Path- 5+ years of experience in AI, Machine Learning, Data Science, Generative AI, or related emerging technology domains.
- Demonstrated experience implementing AI-powered solutions in enterprise environments.
- Willingness to obtain ServiceNow platform certifications (CSA, CIS, CAD) within the first year.
Preferred Qualifications
- Hands-on experience implementing ServiceNow AI capabilities, including Now Assist, Virtual Agent, Predictive Intelligence, AI Agents, AI Search, or related offerings.
- Experience with Generative AI, Agentic AI, LLMs, prompt engineering, orchestration frameworks, and AI-powered workflow automation.
- Experience working in ambiguous, fast-moving environments where experimentation, learning, and iteration are essential.
- Proven ability to incubate and scale new solutions, accelerators, or innovation programs from concept to broader adoption.
- Experience influencing product strategy through customer feedback, technical insights, and outcome-based recommendations.
- Familiarity with AI governance, observability, evaluation frameworks, responsible AI practices, and enterprise AI deployment patterns.
- Experience collaborating with Product Management, Engineering, Sales, Customer Success, and Partner organizations.
- Strong curiosity for emerging technologies and a passion for continuous learning.
- Experience working within Agile product development or delivery environments.
What Sets Great Candidates Apart
- Customer-obsessed mindset with a passion for turning innovation into measurable outcomes.
- Ability to navigate ambiguity and transform ideas into scalable solutions.
- Strong technical depth paired with business acumen and executive presence.
- Natural curiosity and enthusiasm for exploring what's next in enterprise AI.
- Proven ability to influence without authority across Product, Engineering, Go-To-Market, and Customer organizations.
- A builder's mindset with a track record of creating repeatable assets, accelerators, frameworks, and success patterns that scale.
For positions in this location, we offer a base pay of $171,000.00-$268,000.00, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer 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.
Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
