ServiceNow AI Architect

Position: ServiceNow AI Architect
Location: Remote
Job Description:
We are seeking a strategic and technically accomplished ServiceNow AI Architect to lead an enterprise AI vision within the ServiceNow ecosystem. In this role, you will serve as the primary architect driving AI capabilities such as Now Assist, Generative AI, Predictive Intelligence, AI Agents, Workflow Intelligence, and other emerging ServiceNow AI technologies. You will combine deep architectural expertise with executive-level stakeholder engagement to define and execute a multi-year AI roadmap that enhances automation, productivity, operational efficiency, and broader digital transformation across the organization.
Responsibilities:

• Develop and own the enterprise ServiceNow AI vision and multi-year roadmap, aligning AI initiatives with overall business and technology strategies.
• Partner closely with executive leadership, ServiceNow platform owners, enterprise architects, business stakeholders, and technology executives to identify AI-driven transformation opportunities.
• Drive strategic planning for current and future ServiceNow AI capabilities, ensuring scalable and sustainable adoption across the enterprise.
• Establish a comprehensive roadmap for the adoption and evolution of ServiceNow AI capabilities, including Now Assist (with a primary focus on ITSM), AI Agents, Predictive Intelligence, Virtual Agent, Workflow Intelligence, Document Intelligence, Generative AI, and other emerging ServiceNow AI products and releases.
• Design scalable ServiceNow AI solutions and architectures that integrate seamlessly with existing ServiceNow modules and enterprise systems.
• Define and implement governance frameworks, standards, and best practices for AI usage within the ServiceNow platform, including risk management and compliance considerations.
• Lead the configuration and implementation of ServiceNow Now Assist in a large, enterprise-wide environment, ensuring high performance, reliability, and user adoption.
• Evaluate new ServiceNow AI offerings and releases, assessing business value, technical feasibility, implementation approaches, and investment priorities.
• Create and maintain technology roadmaps that clearly articulate AI strategy, milestones, and dependencies, and present these roadmaps to executive leadership teams.
• Collaborate with cross-functional teams to design, develop, and implement AI-enabled workflows, automations, and service experiences that improve IT service management and business operations.
• Provide architectural guidance and oversight for ServiceNow AI-related design, development, and implementation activities, ensuring alignment with ServiceNow best practices.
• Lead AI, automation, machine learning, and generative AI initiatives within the ServiceNow ecosystem, driving adoption and continuous improvement.
• Engage in stakeholder management, communicating complex technical concepts in a clear, business-focused manner to senior leaders and non-technical stakeholders.
• Support change management and user adoption efforts by contributing to communication plans, training strategies, and ongoing optimization of AI capabilities.
• Monitor performance, usage, and outcomes of ServiceNow AI solutions, recommending enhancements and adjustments to maximize business impact.

Essential Skills:

• ServiceNow Certified Technical Architect (CTA) or equivalent architect-level ServiceNow expertise.
• 10+ years of experience in ServiceNow Service Management, Enterprise Architecture, or Digital Transformation.
• 7+ years of hands-on ServiceNow architecture experience, including solution design and implementation at enterprise scale.2+ years leading AI, automation, machine learning, or generative AI initiatives in an enterprise environment.
• Proven track record of delivering enterprise ServiceNow transformations from strategy through execution.
• Demonstrated experience integrating ServiceNow with Azure OpenAI, Microsoft Copilot, and OpenAI APIs.
• Strong background in designing and implementing AI-enabled ServiceNow capabilities such as Now Assist, AI Agents, Predictive Intelligence, Virtual Agent, Workflow Intelligence, Document Intelligence, and Generative AI.
• Experience creating technology roadmaps and presenting complex architectural strategies to executive leadership teams.
• Expertise in ServiceNow IT Service Management (ITSM) design, development, and implementation.
• Strong architecture, enterprise architecture, and solution architecture skills within the ServiceNow platform.
• Ability to define and apply governance frameworks, risk management standards, and best practices for AI within ServiceNow.
• Excellent stakeholder management skills, with the ability to influence and collaborate with senior leaders and cross-functional teams.

Additional Skills and Qualifications:

• Hands-on experience configuring and implementing ServiceNow Now Assist in a large, enterprise-wide organization.
• Deep understanding of ServiceNow AI roadmap planning and the ability to align AI capabilities with business objectives.
• Experience driving AI roadmaps that span multiple ServiceNow modules and enterprise systems.
• Strong communication and presentation skills, with experience engaging executive leadership and business stakeholders.
• Background in service design and workflow optimization within ITSM and related service management processes.
• Ability to translate complex technical concepts into clear, actionable plans for both technical and non-technical audiences.
• Experience working in remote, distributed teams and collaborating across time zones.
• Familiarity with emerging ServiceNow AI products and releases and a passion for staying current with platform innovations.