Product Excellence, AI Architect

What you get to do in this role:

The Platform & AI Customer Excellence (AI Center of Excellence) team will be responsible for developing, maintaining, and delivering a portfolio of advisory and starter pack engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Customer Excellence. As an AI Architect, you will drive customer outcomes, roadmap, and value realization for GenAI technology within your accounts through hands-on delivery of ServiceNow’s GenAI capabilities and technical advisory activities. You will also lead GenAI enablement programs and GenAI Impact accelerators for the broader Customer Excellence organization.

• Providing technical advice and guidance to customers on how to best utilize ServiceNow’s GenAI technologies to achieve their business objectives
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow’s GenAI solutions
• Lead GenAI enablement programs for the broader Customer Excellence organization
• Develop and deliver GenAI Impact Accelerators to drive customer outcomes and value realization
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow’s Impact GenAI accelerator offerings
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners

To be successful in this role, you must have:

• 3+ years of ServiceNow Platform experience
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired
• At least 5 years of experience in a technology advisory role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is preferred
• Proven track record of driving business growth and customer satisfaction through innovative technology solutions
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills
• Ability to work effectively in a fast-paced, dynamic environment
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong problem-solving skills and ability to work independently or as part of a team
• Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals
• Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships
• Customer-focused mindset and commitment to delivering high-quality results
• Must be able to travel up to 50% annually