AI Architect

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

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  an AI Architect, you will drive innovation, roadmap, and value realization for agentic AI technology across initiatives through hands-on delivery of Service Now's AI capabilities and technical advisory activities.

You will also lead AI enablement programs and for the broader Customer Excellence organization.

• Lead hands-on technical implementation and incubation of Service Now 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 Service Now's AI technologies to achieve business objectives
• Manage technical stakeholder relationships including platform owners, Service Now 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 Service Now'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 Service Now'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 Service Now's AI capabilities more accessible to the broader Impact Delivery organization, customers, and partners

To be successful in this role you must have:

• 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

Additionally, one of the following:

• Deep…