ServiceNow

Solution Architect - AI & Data

ServiceNow • $130K — $180K *
US-AnywhereRemote in Atlanta, GA
Enterprise Technology
8 - 10 years of experience
1 week ago
Job Overview by Ladders

Qualifications

  • 10+ years in management consulting or enterprise architecture, focusing on AI/digital transformation.
  • ServiceNow expertise, particularly with Now Assist, Generative AI, and AI Control Tower.
  • Demonstrated record of managing complex AI and digital transformation projects.
  • Strong grasp of data architecture, quality, and compliance frameworks.
  • Excellent communication skills for engaging with C-suite executives.
  • Knowledge of knowledge graph principles and semantic technologies is a plus.
  • AI/ML certifications from recognized institutions are desirable.

Responsibilities

  • Lead AI transformation projects from strategy development to value realization.
  • Advise senior stakeholders on tailored AI strategy and roadmaps.
  • Facilitate workshops and assessments to establish transformation agendas.
  • Design comprehensive solutions incorporating AI integration and governance.
  • Architect data strategies aligning with AI objectives and enterprise needs.
  • Define AI governance frameworks and monitor compliance measures.
  • Drive adoption strategies and coach teams to build internal AI capabilities.

Benefits

  • Flexible work options including remote and in-office arrangements.
  • Opportunities for professional development and certification support.
  • Collaborative work environment with cross-functional teams.
  • Involvement in thought leadership initiatives and industry representation.
Full Job Description
Job Description

The Team

The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Solution Architect - AI & Data, Expert Services

As part of the Expert Services AI Practice, the Solution Architect - AI & Data will serve as a senior strategic and technical lead, reshaping how enterprise organizations adopt AI at the core of their operating models. This role goes beyond implementation - it bridges C-suite advisory, enterprise architecture, and organizational change to deliver lasting transformation outcomes.

The Solution Architect - AI & Data will operate at the intersection of AI strategy, solution architecture, and customer success - leading engagements from transformation vision and use-case definition through architecture design, governance, adoption, and ongoing value realization.

What you will do in this role:

AI Strategy & Transformation Advisory
  • Lead enterprise AI transformation engagements - from opportunity identification and business case development through to operating model design and value realization.
  • Advise C-suite and senior stakeholders on AI strategy, prioritization frameworks, and transformation roadmaps tailored to their industry, maturity, and risk appetite.
  • Facilitate discovery workshops, current-state assessments, and future-state visioning sessions to establish a shared transformation agenda.
  • Define AI-enabled target operating models, including process redesign, workforce impact analysis, and governance structures.

Solution Architecture & Delivery Leadership
  • Design end-to-end solution architectures spanning Now Assist, AI Agents, Agentic workflows, AI Control Tower, RAG, knowledge graphs, and enterprise integrations (A2A, MCP).
  • Lead scoping and solutioning for complex, multi-workload AI engagements - ensuring architectural integrity, scalability, and alignment to customer outcomes.
  • Provide hands-on architecture leadership during pilot and early-phase delivery, establishing patterns and standards for broader team execution.
  • Develop reusable practice IP: reference architectures, deployment patterns, transformation playbooks, and verticalized use-case catalogs.
  • Architect enterprise data catalog strategies using platforms defining target-state designs that align metadata management, data lineage, and governance structures to broader AI and business objectives.
  • Define integration patterns and architectural standards for connecting data catalog solutions across heterogeneous enterprise environments - cloud platforms, data warehouses, BI layers, and ServiceNow workflows.

Data Architecture & Catalog Strategy
  • Lead the architectural design of enterprise data catalog programs - defining scope, platform selection criteria, governance operating models, and phased adoption roadmaps.
  • Advise on the strategic application of knowledge graph concepts, semantic technologies, and ontological frameworks (RDF, SPARQL) to enterprise data and AI use cases.
  • Shape data architecture principles and standards that underpin AI readiness - including data lineage, metadata quality, classification taxonomies, and access governance.
  • Translate complex data architecture requirements into clear, actionable designs that can be executed by delivery and technical teams.
  • Define success metrics and maturity benchmarks for data catalog programs, enabling customers to track progress and demonstrate value to executive stakeholders.

AI Governance, Risk & Responsible AI
  • Define and embed AI governance frameworks covering data stewardship, model risk, bias controls, audit trails, and compliance postures.
  • Support customers in operationalize responsible AI practices aligned to regulatory requirements and internal policies.
  • Establish data governance frameworks that position metadata management, data stewardship, and knowledge graph capabilities as foundational trust layers for enterprise AI programs.
  • Guide customers in regulated industries on aligning data catalog and governance architectures to compliance and regulatory obligations, embedding controls into the design rather than as an afterthought.
  • Partner with AI Control Tower to establish monitoring, observability, and continuous optimization capabilities post-deployment.

Adoption, Enablement & Change Management
  • Lead AI adoption strategies including readiness assessments, stakeholder engagement plans, AI literacy programmers, and change communications.
  • Define adoption KPIs and value realization metrics; track and report outcomes; provide consultative guidance for continuous optimization and expansion.
  • Coach customer teams to build internal AI capability, reducing dependency and accelerating long-term self-sufficiency.
  • Monitor adoption, usage, and value realization metrics post-deployment; provide recommendations for risk mitigation and growth.

Practice Development & Thought Leadership
  • Collaborate cross-functionally with Sales, Solution Consulting, Customer Success, Platform, and Product teams to embed AI advisory across the customer lifecycle.
  • Build and maintain industry-specific AI advisory playbooks and frameworks - verticalized use-case catalogs, value models, governance templates, and deployment patterns - to support scalable, repeatable delivery.
  • Act as a thought-leader internally and externally: contribute to white papers, points-of-view, reference architectures, best-practice guides, and represent the organization at AI forums and customer briefings.
  • Support pre-sales by qualifying opportunities, shaping proposals, and presenting transformation vision to executive buyers.


Qualifications

To be successful in this role, you will have
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
  • 10+ years of experience in management consulting, enterprise architecture, or a senior technology advisory role, with a demonstrated focus on Artificial Intelligence, Machine Learning, or digital transformation at enterprise scale.
  • ServiceNow domain knowledge, including: Now Assist and Generative AI Skills / Skill Kit, AI Agents and Agentic workflows, AI Control Tower, Retrieval-Augmented Generation (RAG), Knowledge Graphs, Agent-to-Agent (A2A), and Model Context Protocol (MCP).
  • Proven track record designing and managing complex, multi-stakeholder AI or digital-transformation engagements - including use-case definition, business case development, integration, data strategy, governance, and operational adoption.
  • Strong understanding of enterprise data architecture, data quality, knowledge management, integrations, and compliance and regulatory frameworks.
  • Demonstrated ability to architect enterprise data catalog and metadata management strategies, with knowledge of platforms.
  • Excellent communication and interpersonal skills - ability to articulate technical and business value to C-level executives, align stakeholders, and influence strategic decision-making.
  • Experience working in fast-paced, dynamic environments with capability to manage ambiguity and tailor consulting deliverables to different customer maturity levels, from early adopters to AI-ready enterprises.
  • Working knowledge of knowledge graph principles, semantic technologies, and standards (RDF, SPARQL) as applied to enterprise data architecture.
  • Broad familiarity with the ServiceNow platform and modules (ITSM, CSM, FSM, HRSD, App Engine), ideally including implementation or architecture experience. ServiceNow certifications (Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect) are desirable.
  • AI/ML certifications (e.g. AWS Machine Learning Specialty, Google Professional Machine Learning Engineer, or equivalent) are desirable.
  • Background in one or more target industries - Financial Services, Healthcare, Public Sector, Manufacturing, or Retail - is highly desirable.


Additional Information

Work Personas

We 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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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