The Opportunity

Company Description 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.

Job Description As part of the newly established EMEA AI Consulting Practice within Expert Services, the AI Architect will serve as a strategic and technical lead in designing, advising, and delivering AI-enabled transformation engagements for enterprise customers. This role bridges technical implementation and C-suite advisory, working across customer workflows, business architecture, and organizational change to maximize value realization, adoption, and long-term growth.

The AI Architect will operate at the intersection of technology, business consulting, and customer success — supporting the full lifecycle from use-case definition and value modeling through implementation, governance, adoption, and ongoing optimization.

What You Will Get In This Role

Provide technical and strategic advisory to customers on how to best leverage ServiceNow AI capabilities to meet business objectives.
Lead the scoping and design of AI use cases — including business value assessment, ROI modeling, and prioritization based on impact and feasibility.
Define and drive AI operating models, governance frameworks, data stewardship, and responsible AI practices tailored to enterprise context (including compliance, security, and ethical considerations).
Collaborate cross-functionally with Sales, Customer Success, Solution Architecture, Platform, Product, and Renewal teams to embed AI advisory into the customer lifecycle and ensure alignment across stakeholders.
Support and lead adoption and change-management strategies for AI rollouts, including readiness assessments, stakeholder engagement, AI-literacy programs, and user enablement.
Participate in hands-on delivery for complex or high-value AI engagements when required, especially in early phases or pilot projects, to ensure architecture integrity and best practices.
Build and maintain industry-specific AI advisory playbooks and frameworks (verticalized use-case catalogs, value models, governance templates, deployment patterns) to support repeatable, scalable engagement delivery across EMEA.
Act as a thought-leader internally and externally: contribute to white papers, points-of-view, reference architectures, best-practice guides, and represent the company in external AI forums or customer briefings.
Monitor adoption, usage, and value realization metrics post-deployment; provide consultative recommendations for continuous optimization, expansion, and risk mitigation.

Qualifications

8+ years of experience management consulting or leadership role at a top-tier consulting firm, solution consulting, or similar positions focused on technology advisory or architecture role, with significant exposure to Artificial Intelligence, Machine Learning, or Data & Analytics. (Strong track record in enterprise-scale AI, automation, or digital transformation engagements.)
ServiceNow domain knowledge, such as: AI - NLU, NLQ, Now Assist Skills and Skill Kit, Now Assist for Virtual Agent, Agentic workflows, RAG, Knowledge graph, A2A, MCP.
Demonstrated ability to design and manage complex, multi-stakeholder AI or digital-transformation engagements — including use-case definition, business case development, integration, data strategy, governance, and operational adoption.
Strong understanding of enterprise data architecture, data quality, knowledge management, integrations, and compliance/regulatory frameworks (especially relevant in EMEA context).
Excellent communication and interpersonal skills — ability to articulate technical and business value to C-level executives, align stakeholders, and influence decision-making.
Experience working in fast-paced, dynamic environments, with capability to manage ambiguity, tailor consulting deliverables to different customer maturity levels (from early adopters to AI-ready enterprises).
Familiarity with ServiceNow platform and modules (ITSM, CSM, FSM, HRSD, etc.), ideally including existing implementation/architecture experience. (Certifications such as ServiceNow System Administrator / Implementation Specialist / Architect are desirable.)

Why This Role Matters The AI Architect is a cornerstone of the new AI Practice — enabling ServiceNow Expert Services in EMEA to evolve from a purely delivery-oriented model into a strategic, consulting-driven organization that delivers real business value, fosters trusted relationships with C-level stakeholders, and drives growth, retention, and expansion of AI services across the region.

This role is critical to bridging the gap between platform capability and enterprise value — turning technical enablement into business transformation.

Additional Information

Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work 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 globaltalentss@servicenow.com for assistance.

Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Principal AI Architect

The Opportunity

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