Principal Applied AI Architect

Principal Applied 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.

What 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 Service Now'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 Service Now AI capabilities, including configuration, customization, solution development, and integration.
• Deliver technical demonstrations, proof-of-value engagements, workshops, and deep-dive sessions showcasing Service Now'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 Service Now 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 Service Now'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 Service Now's AI portfolio while accelerating customer success. If you're energized by…