Full-Time AI Architect, CSM

What you get to do in this role:
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 ServiceNow’s customers.
As an AI-Native AI Architect, you will work with the product and, on occasion, client teams to design, productize, and pilot agentic & generative AI‑first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day‑one sandbox through next‑best actions to meaningful use and measurable value.
You’ll drive early pilots across ServiceNow’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 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.
Responsibilities:

• Providing technical advice and guidance to early adopter customers on how to best utilize ServiceNow’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 ServiceNow’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 ServiceNow’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 ServiceNow’s AI-first implementation & adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners
• Design and validate product‑specific agents (e.g., ITSM‑Core guided setup, CSM case mapping, HRSD onboarding) with BU teams.
• Co‑drive pilots with ServiceNow’s early adopter customers.

To be successful in this role, you must have:

• 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
• ServiceNow Certified System Administrator and other ServiceNow 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 environment.
• Strong problem-solving skills and ability to work independently or as part of a team.
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships.
• Customer-focused mindset and commitment to delivering high-quality results.
• Excellent collaboration with product, engineering, QE, and field teams.
• Must be able to travel up to 50% annually.

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