Principal Applied AI Architect

Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

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 ServiceNow'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 ServiceNow AI capabilities, including configuration, customization, solution development, and integration.
• Deliver technical demonstrations, proof-of-value engagements, workshops, and deep-dive sessions showcasing ServiceNow'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 ServiceNow 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 ServiceNow'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 ServiceNow's AI portfolio while accelerating customer success. If you're energized by solving complex problems, operating in ambiguity, and turning emerging technology into real-world impact, this is an opportunity to help define what's next.

Qualifications

To be successful in this role, you have: Required

• 5+ years of technology implementation, architecture, consulting, or solution delivery experience.
• Experience advising customers on complex technology initiatives and translating technical capabilities into measurable business outcomes.
• Strong communication, presentation, and stakeholder management skills with the ability to engage audiences ranging from platform administrators to executive leadership.
• Excellent analytical, problem-solving, and systems-thinking capabilities.
• Demonstrated ability to work independently while effectively collaborating across cross-functional teams in a fast-paced environment.

Additionally, one of the following:

ServiceNow Platform Path

• 5+ years of hands-on ServiceNow implementation and architecture experience across multiple product suites.
• CSA and CIS certifications required.
• CAD certification expected within the first year.

AI & Emerging Technology Path

• 5+ years of experience in AI, Machine Learning, Data Science, Generative AI, or related emerging technology domains.
• Demonstrated experience implementing AI-powered solutions in enterprise environments.
• Willingness to obtain ServiceNow platform certifications (CSA, CIS, CAD) within the first year.

Preferred Qualifications

• Hands-on experience implementing ServiceNow AI capabilities, including Now Assist, Virtual Agent, Predictive Intelligence, AI Agents, AI Search, or related offerings.
• Experience with Generative AI, Agentic AI, LLMs, prompt engineering, orchestration frameworks, and AI-powered workflow automation.
• Experience working in ambiguous, fast-moving environments where experimentation, learning, and iteration are essential.
• Proven ability to incubate and scale new solutions, accelerators, or innovation programs from concept to broader adoption.
• Experience influencing product strategy through customer feedback, technical insights, and outcome-based recommendations.
• Familiarity with AI governance, observability, evaluation frameworks, responsible AI practices, and enterprise AI deployment patterns.
• Experience collaborating with Product Management, Engineering, Sales, Customer Success, and Partner organizations.
• Strong curiosity for emerging technologies and a passion for continuous learning.
• Experience working within Agile product development or delivery environments.

What Sets Great Candidates Apart

• Customer-obsessed mindset with a passion for turning innovation into measurable outcomes.
• Ability to navigate ambiguity and transform ideas into scalable solutions.
• Strong technical depth paired with business acumen and executive presence.
• Natural curiosity and enthusiasm for exploring what's next in enterprise AI.
• Proven ability to influence without authority across Product, Engineering, Go-To-Market, and Customer organizations.
• A builder's mindset with a track record of creating repeatable assets, accelerators, frameworks, and success patterns that scale.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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