Solution Architect AI & Data

The Team

The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group you will work with our customers to drive consumption adoption and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment.

Solution Architect - AI & Data Expert Services

As part of the Expert Services AI Practice the Solution Architect - AI & Data will serve as a senior strategic and technical lead reshaping how enterprise organizations adopt AI at the core of their operating models. This role goes beyond implementation it bridges C-suite advisory enterprise architecture and organizational change to deliver lasting transformation outcomes.

The Solution Architect - AI & Data will operate at the intersection of AI strategy solution architecture and customer success leading engagements from transformation vision and use-case definition through architecture design governance adoption and ongoing value realization.

What you will do in this role:

AI Strategy & Transformation Advisory

• Lead enterprise AI transformation engagements from opportunity identification and business case development through to operating model design and value realization.
• Advise C-suite and senior stakeholders on AI strategy prioritization frameworks and transformation roadmaps tailored to their industry maturity and risk appetite.
• Facilitate discovery workshops current-state assessments and future-state visioning sessions to establish a shared transformation agenda.
• Define AI-enabled target operating models including process redesign workforce impact analysis and governance structures.

Solution Architecture & Delivery Leadership

• Design end-to-end solution architectures spanning Now Assist AI Agents Agentic workflows AI Control Tower RAG knowledge graphs and enterprise integrations (A2A MCP).
• Lead scoping and solutioning for complex multi-workload AI engagements ensuring architectural integrity scalability and alignment to customer outcomes.
• Provide hands-on architecture leadership during pilot and early-phase delivery establishing patterns and standards for broader team execution.
• Develop reusable practice IP: reference architectures deployment patterns transformation playbooks and verticalized use-case catalogs.
• Architect enterprise data catalog strategies using platforms defining target-state designs that align metadata management data lineage and governance structures to broader AI and business objectives.
• Define integration patterns and architectural standards for connecting data catalog solutions across heterogeneous enterprise environments cloud platforms data warehouses BI layers and ServiceNow workflows.

Data Architecture & Catalog Strategy

• Lead the architectural design of enterprise data catalog programs defining scope platform selection criteria governance operating models and phased adoption roadmaps.
• Advise on the strategic application of knowledge graph concepts semantic technologies and ontological frameworks (RDF SPARQL) to enterprise data and AI use cases.
• Shape data architecture principles and standards that underpin AI readiness including data lineage metadata quality classification taxonomies and access governance.
• Translate complex data architecture requirements into clear actionable designs that can be executed by delivery and technical teams.
• Define success metrics and maturity benchmarks for data catalog programs enabling customers to track progress and demonstrate value to executive stakeholders.

AI Governance Risk & Responsible AI

• Define and embed AI governance frameworks covering data stewardship model risk bias controls audit trails and compliance postures.
• Support customers in operationalize responsible AI practices aligned to regulatory requirements and internal policies.
• Establish data governance frameworks that position metadata management data stewardship and knowledge graph capabilities as foundational trust layers for enterprise AI programs.
• Guide customers in regulated industries on aligning data catalog and governance architectures to compliance and regulatory obligations embedding controls into the design rather than as an afterthought.
• Partner with AI Control Tower to establish monitoring observability and continuous optimization capabilities post-deployment.

Adoption Enablement & Change Management

• Lead AI adoption strategies including readiness assessments stakeholder engagement plans AI literacy programmers and change communications.
• Define adoption KPIs and value realization metrics; track and report outcomes; provide consultative guidance for continuous optimization and expansion.
• Coach customer teams to build internal AI capability reducing dependency and accelerating long-term self-sufficiency.
• Monitor adoption usage and value realization metrics post-deployment; provide recommendations for risk mitigation and growth.

Practice Development & Thought Leadership

• Collaborate cross-functionally with Sales Solution Consulting Customer Success Platform and Product teams to embed AI advisory across the customer lifecycle.
• Build and maintain industry-specific AI advisory playbooks and frameworks verticalized use-case catalogs value models governance templates and deployment patterns to support scalable repeatable delivery.
• Act as a thought-leader internally and externally: contribute to white papers points-of-view reference architectures best-practice guides and represent the organization at AI forums and customer briefings.
• Support pre-sales by qualifying opportunities shaping proposals and presenting transformation vision to executive buyers.

Qualifications :

To be successful in this role you will have

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry.
• 10 years of experience in management consulting enterprise architecture or a senior technology advisory role with a demonstrated focus on Artificial Intelligence Machine Learning or digital transformation at enterprise scale.
• ServiceNow domain knowledge including: Now Assist and Generative AI Skills / Skill Kit AI Agents and Agentic workflows AI Control Tower Retrieval-Augmented Generation (RAG) Knowledge Graphs Agent-to-Agent (A2A) and Model Context Protocol (MCP).
• Proven track record designing and managing 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 and regulatory frameworks.
• Demonstrated ability to architect enterprise data catalog and metadata management strategies with knowledge of platforms.
• Excellent communication and interpersonal skills ability to articulate technical and business value to C-level executives align stakeholders and influence strategic decision-making.
• Experience working in fast-paced dynamic environments with capability to manage ambiguity and tailor consulting deliverables to different customer maturity levels from early adopters to AI-ready enterprises.
• Working knowledge of knowledge graph principles semantic technologies and standards (RDF SPARQL) as applied to enterprise data architecture.
• Broad familiarity with the ServiceNow platform and modules (ITSM CSM FSM HRSD App Engine) ideally including implementation or architecture experience. ServiceNow certifications (Certified System Administrator Certified Implementation Specialist Certified Technical Architect) are desirable.
• AI/ML certifications (e.g. AWS Machine Learning Specialty Google Professional Machine Learning Engineer or equivalent) are desirable.
• Background in one or more target industries Financial Services Healthcare Public Sector Manufacturing or Retail is highly desirable.

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. 

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Remote Work :

No

Employment Type :

Full-time