AI Architect, Delivery Acceleration

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

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 Service Now’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 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 Service Now and its partners to deliver implementation programs and projects. You’ll drive early pilots across Service Now’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 software delivery lifecycle SDLC leading to much faster 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.

• Providing technical advice and guidance to early adopter customers on how to best utilize Service Now’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, Expert Services, to prioritize, design, productize, and pilot Service Now’s AI‑first implementation and adoption capabilities.

• Stay up-to-date with industry trends and emerging technologies in the field of GenAI and Agents, and apply this knowledge to continuously improve and evolve Service Now’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 Service Now’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 Service Now’s early adopter customers.

• 5+ years of solution architecture experience across multiple AI 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

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

• At least 5 years of experience in a technology advisory or implementation role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is required.

• Proven track record of driving business growth and customer satisfaction through innovative technology solutions.

• 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…