ServiceNow
Job Overview
AI Architect, CSM
– ServiceNow
ServiceNow, founded in 2004 in San Diego, is a global market leader in AI‑enhanced cloud technology. We empower over 8,100 customers, including 85% of the Fortune 500, by providing an intelligent cloud platform that connects people, systems, and processes. Join us to help build an AI‑first implementation experience that accelerates product adoption and delivers measurable value to customers.
Responsibilities
Provide technical advice and guidance to early‑adopter customers on ServiceNow’s AI‑first implementation and adoption, dramatically reducing time‑to‑first‑use.
Collaborate with cross‑functional teams—including platform and product management, engineering, Global Partners & Channels, Impact, and 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 GenAI, Agents, and other AI fields to continuously improve ServiceNow’s implementation & adoption offerings.
Contribute to thought leadership documents such as white papers, knowledge‑base articles, reference architectures, and other documentation to make AI‑implementation capabilities more accessible to customers and partners.
Design and validate product‑specific agents (e.g., ITSM‑Core guided setup, CSM case mapping, HRSD onboarding) with business‑unit teams.
Co‑drive pilots with ServiceNow’s early‑adopter customers.
Qualifications
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 to production across a variety of AI technologies.
ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are a plus.
At least 5 years of experience in a technology advisory or implementation role focused on AI, ML, or Data Science.
Proven track record of driving business growth and customer satisfaction through innovative technology solutions.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical audiences.
Strong analytical, creative problem‑solving, and independent‑work skills.
Familiarity with Agile methodologies and experience working in an Agile environment.
Strong industry connections and a customer‑focused mindset.
Must be able to travel up to 50% annually.
Compensation & Benefits Base salary range: $187,600 – $328,300, plus equity (when applicable) and variable/incentive compensation. Benefits include health plans, 401(k) with company match, ESPP, flexible spending accounts, paid family leave, and a flexible time‑away plan.
Equal Opportunity Employer ServiceNow is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, or any other protected category. All qualified applicants with arrest or conviction records will be considered in accordance with legal requirements.
Accommodations If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need approval from government authorities. All employment is contingent upon obtaining any required export licenses or approvals.
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– ServiceNow
ServiceNow, founded in 2004 in San Diego, is a global market leader in AI‑enhanced cloud technology. We empower over 8,100 customers, including 85% of the Fortune 500, by providing an intelligent cloud platform that connects people, systems, and processes. Join us to help build an AI‑first implementation experience that accelerates product adoption and delivers measurable value to customers.
Responsibilities
Provide technical advice and guidance to early‑adopter customers on ServiceNow’s AI‑first implementation and adoption, dramatically reducing time‑to‑first‑use.
Collaborate with cross‑functional teams—including platform and product management, engineering, Global Partners & Channels, Impact, and 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 GenAI, Agents, and other AI fields to continuously improve ServiceNow’s implementation & adoption offerings.
Contribute to thought leadership documents such as white papers, knowledge‑base articles, reference architectures, and other documentation to make AI‑implementation capabilities more accessible to customers and partners.
Design and validate product‑specific agents (e.g., ITSM‑Core guided setup, CSM case mapping, HRSD onboarding) with business‑unit teams.
Co‑drive pilots with ServiceNow’s early‑adopter customers.
Qualifications
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 to production across a variety of AI technologies.
ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are a plus.
At least 5 years of experience in a technology advisory or implementation role focused on AI, ML, or Data Science.
Proven track record of driving business growth and customer satisfaction through innovative technology solutions.
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical audiences.
Strong analytical, creative problem‑solving, and independent‑work skills.
Familiarity with Agile methodologies and experience working in an Agile environment.
Strong industry connections and a customer‑focused mindset.
Must be able to travel up to 50% annually.
Compensation & Benefits Base salary range: $187,600 – $328,300, plus equity (when applicable) and variable/incentive compensation. Benefits include health plans, 401(k) with company match, ESPP, flexible spending accounts, paid family leave, and a flexible time‑away plan.
Equal Opportunity Employer ServiceNow is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin, or any other protected category. All qualified applicants with arrest or conviction records will be considered in accordance with legal requirements.
Accommodations If you require a reasonable accommodation to complete any part of the application process, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, ServiceNow may need approval from government authorities. All employment is contingent upon obtaining any required export licenses or approvals.
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