Overview

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will partner with the Platform and Product BU Product Management and Engineering to deliver a transformational AI-first implementation and adoption experience for ServiceNow’s customers. As an AI-Native AI Architect, you will design, productize, and pilot agentic and generative AI-first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day-one sandbox through next-best actions to meaningful use and measurable value. You’ll drive early pilots across ServiceNow’s core product families, collaborate with Platform and Product BU product management and engineering, and work with strategic partners and early adopters. Your North Star: dramatically compress time-to-first-meaningful-use, accelerate product adoption, and deliver an AI-enabled implementation journey that reduces deployment friction and improves renewal outcomes. Responsibilities

• Providing technical advice and guidance to early adopter customers on how to best utilize ServiceNow’s AI-first implementation and adoption to dramatically reduce time-to-first-use.
• Collaborate with cross-functional teams, including platform and product management and engineering, Global Partners & Channels, Impact, 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 and Agents, applying this knowledge to continuously improve and evolve ServiceNow’s implementation and adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow’s AI-first implementation and adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners.
• Design and validate product-specific agents (e.g., ITSM-Core guided setup, CSM case mapping, HRSD onboarding) with BU 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.
• Experience developing AI use cases (Generative, Agentic, Predictive) from prototyping to production with various AI technologies.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are nice to have.
• At least 5 years of experience in a technology advisory or implementation role with a focus on Artificial Intelligence, Machine Learning, 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 and creative problem-solving skills; ability to work independently or in a team; comfortable in a fast-paced environment.
• Familiarity with Agile methodologies and experience working in an Agile environment.
• Strong industry connections and network to drive business growth and partnerships.
• Customer-focused mindset and commitment to delivering high-quality results.
• Excellent collaboration with product, engineering, QE, and field teams.
• Ability to travel up to 50% annually.

Compensation: Base pay range for this location is $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits. Total compensation varies by qualifications, skill level, competencies, and work location. Benefits include health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs.

Work Personas We approach a distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 Some positions require access to controlled technology subject to export control regulations. All employment is contingent upon ServiceNow obtaining any export license or approval required by relevant authorities.

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Overview

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will partner with the Platform and Product BU Product Management and Engineering to deliver a transformational AI-first implementation and adoption experience for ServiceNow’s customers. As an AI-Native AI Architect, you will design, productize, and pilot agentic and generative AI-first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day-one sandbox through next-best actions to meaningful use and measurable value. You’ll drive early pilots across ServiceNow’s core product families, collaborate with Platform and Product BU product management and engineering, and work with strategic partners and early adopters. Your North Star: dramatically compress time-to-first-meaningful-use, accelerate product adoption, and deliver an AI-enabled implementation journey that reduces deployment friction and improves renewal outcomes. Responsibilities

• Providing technical advice and guidance to early adopter customers on how to best utilize ServiceNow’s AI-first implementation and adoption to dramatically reduce time-to-first-use.
• Collaborate with cross-functional teams, including platform and product management and engineering, Global Partners & Channels, Impact, 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 and Agents, applying this knowledge to continuously improve and evolve ServiceNow’s implementation and adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow’s AI-first implementation and adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners.
• Design and validate product-specific agents (e.g., ITSM-Core guided setup, CSM case mapping, HRSD onboarding) with BU 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.
• Experience developing AI use cases (Generative, Agentic, Predictive) from prototyping to production with various AI technologies.
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are nice to have.
• At least 5 years of experience in a technology advisory or implementation role with a focus on Artificial Intelligence, Machine Learning, 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 and creative problem-solving skills; ability to work independently or in a team; comfortable in a fast-paced environment.
• Familiarity with Agile methodologies and experience working in an Agile environment.
• Strong industry connections and network to drive business growth and partnerships.
• Customer-focused mindset and commitment to delivering high-quality results.
• Excellent collaboration with product, engineering, QE, and field teams.
• Ability to travel up to 50% annually.

Compensation: Base pay range for this location is $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits. Total compensation varies by qualifications, skill level, competencies, and work location. Benefits include health plans, flexible spending accounts, a 401(k) plan with company match, ESPP, matching donations, a flexible time away plan, and family leave programs.

Work Personas We approach a distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories assigned to ServiceNow employees depending on the nature of their work and 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 Some positions require access to controlled technology subject to export control regulations. All employment is contingent upon ServiceNow obtaining any export license or approval required by relevant authorities.

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