Job Title: Senior ServiceNow AI Architect
Location: San Francisco, CA
This role requires balancing quick wins with scalable architecture decisions, including evaluating build-vs-buy opportunities across ServiceNow native AI capabilities, third-party AI platforms, and custom enterprise AI services.
AI Strategy & Enterprise Alignment:
- Partner with the GCP AI Architect and enterprise architecture teams to define and
- execute the overall enterprise AI strategy.
- Help establish ServiceNow’s role within the broader enterprise AI ecosystem and
- platform roadmap.
- Evaluate emerging AI technologies, ServiceNow AI capabilities, and vendor offerings to
- determine best-fit solutions.
- Drive build-vs-buy decisions balancing speed, scalability, governance, maintainability,
- and business value.
AI Use Case Identification & Quick Wins:
- Work closely with business and operations teams to identify high-impact AI opportunities
- across ITSM, ITOM, HRSD, CSM, SecOps, and workflow automation.
- Rapidly prototype and deliver AI-enabled solutions that improve productivity, automation,
- employee experience, and operational efficiency.
- Focus on practical enterprise AI adoption with measurable business outcomes rather
- than experimental AI initiatives.
- Help prioritize AI investments based on feasibility, value realization, and enterprise
- scalability.
Architect scalable AI solutions leveraging:
- ServiceNow Now Assist
- Virtual Agent
- Predictive Intelligence
- AI Search
- Flow Designer
- IntegrationHub
- Workflow Data Fabric
- GenAI capabilities within the ServiceNow ecosystem
- Design reusable patterns and frameworks for AI-powered workflows, virtual agents,
- copilots, and intelligent automation.
- Establish architecture standards and governance for AI implementations on the
- ServiceNow platform.
- Ensure AI solutions align with enterprise security, compliance, and operational
- requirements.
Enterprise AI Integration:
- Collaborate with GCP AI platform teams to integrate enterprise AI services and models
- into ServiceNow workflows and experiences.
- Design secure integrations between ServiceNow and enterprise systems including
- Salesforce, GCP AI services, data platforms, and internal APIs.
- Help standardize AI orchestration, API usage, and enterprise integration patterns across
- platforms.
- Enable scalable consumption of enterprise AI capabilities within ServiceNow
- applications.
AI Governance & Responsible AI:
- Help define governance standards for AI usage within ServiceNow.
- Ensure AI implementations follow enterprise security, privacy, compliance, and
- responsible AI guidelines.
- Implement guardrails around data access, PII handling, prompt governance, and human
- oversight.
- Partner with security and risk teams to operationalize AI governance practices.
Platform Enablement & Adoption:
- Enable platform and development teams through reusable frameworks, templates,
- standards, and best practices.
- Provide technical leadership and guidance on AI solution design and implementation.
- Help establish scalable operational models for managing AI solutions in production.
- Drive adoption of enterprise AI capabilities across ServiceNow product teams.
Required Qualifications:
- 8+ years of ServiceNow platform architecture and engineering experience.
- Strong expertise across core ServiceNow modules such as ITSM, ITOM, HRSD, CSM,
- SecOps, and platform workflows.
- Hands-on experience with:
- ServiceNow Now Assist
- Virtual Agent
- Predictive Intelligence
- AI Search
- IntegrationHub
- Flow Designer
- Experience designing enterprise workflow automation and platform integrations.
- Strong understanding of AI/GenAI concepts and enterprise AI adoption patterns.
- Experience evaluating build-vs-buy technology decisions.
- Strong collaboration skills across architecture, engineering, business, and operations
- teams.
- Excellent communication and stakeholder management skills.
Preferred Qualifications:
- Experience integrating ServiceNow with enterprise AI platforms such as GCP Vertex AI,
- OpenAI, or Azure OpenAI.
- Familiarity with AI orchestration, RAG, copilots, and agentic workflows.
- Experience defining enterprise AI governance and operating models.
- ServiceNow Certified Technical Architect (CTA) or equivalent certifications preferred.
- Experience working in large enterprise transformation programs.
Work Location: In person
