Full-Time Solution Architect, CSM

The Customer Excellence Group will partner with ServiceNow Platform and Product Business Unit to deliver an AI‑first implementation and adoption experience.

As a ServiceNow Solution Architect, you will work with product, BU, and client delivery teams to design and pilot Agentic AI‑first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows.

You’ll drive early pilots across ServiceNow’s core product families, partner 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 adoption, and deliver an AI‑enabled implementation journey.

• Providing technical advice and guidance to early adopter customers on how to best utilize ServiceNow’s AI-first implementation agents and adoption.
• Collaborate with cross-functional teams 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 AI Agents.
• Contribute to thought leadership and point-of-view documents.
• Assist the Enablement team and Partner team with Enablement and Training material.
• Design and validate product‑specific agents with BU teams.
• Co‑drive pilots with ServiceNow’s early adopter customers.

• 6+ years of ServiceNow product/solution architecture (AI/ML experience preferred).
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications preferred.
• ServiceNow Certified Technical Architect or ServiceNow Certified Master Architect certifications preferred.
• Experience putting ServiceNow enterprise implementations and deployments into production.
• At least 5 years of experience in a technology advisory or enterprise implementation role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is preferred.
• Proven track record of driving customer satisfaction through innovative technology solutions on the ServiceNow platform.
• Excellent communication and interpersonal skills.
• 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.
• 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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