Principal AI Architect

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 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 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. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

No

Employment Type :

Full-time