Product Excellence - AI Architect

Product Excellence - AI Architect

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Platform & AI Customer Excellence (AI Center of Excellence) team will be responsible for developing, maintaining, and delivering a portfolio of advisory and starter pack engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Customer Excellence. As an AI Architect, you will drive customer outcomes, roadmap, and value realization for GenAI technology within your accounts through hands-on delivery of ServiceNow's GenAI capabilities and technical advisory activities. You will also lead GenAI enablement programs and GenAI Impact accelerators for the broader Customer Excellence organization.

• Hands-on delivery of ServiceNow's GenAI capabilities to customers
• Providing technical advice and guidance to customers on how to best utilize ServiceNow's GenAI technologies to achieve their business objectives
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow's GenAI solutions
• Lead GenAI enablement programs for the broader Customer Excellence organization
• Develop and deliver GenAI Impact Accelerators to drive customer outcomes and value realization
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow's Impact GenAI accelerator offerings
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow's GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners
• Creation of HealthScan Definitions to evaluate GenAI readiness and GenAI platform health

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

Overall 12+ years of work Experience with relevant 4+ years of ServiceNow Platform Architecture experience.

ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired

At least 5 years of experience in a technology advisory role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is preferred

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 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

Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals

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

Must be able to travel up to 50% annually