Senior ServiceNow AI Architect

Job Title: Senior ServiceNow AI Architect
Location: San Francisco, CA

Role Overview:

We are seeking a Senior ServiceNow AI Architect to drive AI innovation, rapid business impact, and scalable enterprise adoption across the ServiceNow platform. This role will focus on
identifying and delivering practical AI use cases that create measurable operational improvements while establishing long-term architecture standards and governance.
The ideal candidate combines deep ServiceNow platform expertise with strong understanding of enterprise AI capabilities, workflow automation, and AI strategy. This individual will partner
closely with business stakeholders, platform engineering teams, enterprise architects, and the GCP AI Architecture team to define and execute the broader enterprise AI strategy.
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.

Key Responsibilities:

• 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.
• ServiceNow AI Architecture & Solution Design
• 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.

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.