Role Description What you get to do in this role: The Agentic Initiative, part of the Platform & AI Customer Excellence (AI Center of Excellence) team, will be responsible for developing, maintaining, and delivering a portfolio of internal agentic AI innovation, in partnership with Sales, Product Success, Product Management, and Customer Excellence Group at large. As an AI Architect, you will drive innovation, roadmap, and value realization for agentic AI technology across initiatives through hands-on delivery of ServiceNow's AI capabilities and technical advisory activities. You will also lead AI enablement programs and for the broader Customer Excellence organization.Lead hands-on technical implementation and incubation of ServiceNow AI capabilities, including configuration, customization, and solution buildsIdentify, refine, and drive adoption of AI solutions that transform the way we workDeliver technical demonstrations, proof-of-concepts, and deep-dive sessions on AI product capabilitiesOwn enterprise architecture decisions for AI implementations, ensuring alignment with platform strategyProvide technical advice and guidance internally and to customers on how to best utilize ServiceNow's AI technologies to achieve business objectivesManage technical stakeholder relationships including platform owners, ServiceNow administrators, and Office of the CSO to ensure successful AI adoptionPartner with AI Strategists to deliver integrated service offerings, with architects driving technical implementation while strategists lead business alignmentCollaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow's AI solutionsDevelop and deliver technical enablement content, training sessions, and implementation guidance to scale AI expertise across the Customer Excellence organization and partner ecosystemDevelop and deliver AI Impact Accelerators to drive outcomes and value realization for internal teams and customers alikeStay up-to-date with industry trends and emerging technologies in the field of AI, and apply this knowledge to continuously improve and evolve ServiceNow's agentic AI initiative and Impact AI accelerator offeringsContribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow's AI capabilities more accessible to the broader Impact Delivery organization, customers, and partners Qualifications To be successful in this role you must have: Required (all candidates): 10+ years of technology implementation or solution delivery experienceAdvisory or consulting experience (customer-facing or internal stakeholder-facing) with proven ability to translate technical capabilities into business outcomesExcellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiencesStrong analytical and problem-solving skills with ability to work independently or as part of a teamAdditionally, one of the following: Deep ServiceNow platform expertise (5+ years) with hands-on implementation across multiple product suites; CSA and CIS-ITSM certifications required, CAD expected within first year; ORExtensive AI, Machine Learning, or Data Science background (5+ years) with demonstrated solution implementation experience; candidates will be supported in obtaining ServiceNow platform certifications (CSA, CIS-ITSM, CAD) within first yearPreferred:Hands-on experience implementing ServiceNow AI capabilities including Now Assist, Virtual Agent, AI Agents, or Predictive IntelligenceExperience with prompt engineering, LLM integration, or agentic AI developmentStartup or early-stage environment experience, with comfort operating in ambiguity and driving zero-to-one initiatives from concept to executionFamiliarity with Agile methodologies and experience working in an Agile environmentExperience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionalsStrong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
Other: Customer-focused mindset and commitment to delivering high-quality resultsAbility to work effectively in a fast-paced, dynamic environmentMust be able to travel up to 50% annually