ServiceNow Solution Architect (CRM - AI/ML)

About the Role

This role focuses on providing technical advice and guidance to early adopter customers, collaborating with cross-functional teams to pilot and productize ServiceNow's AI-first capabilities, and staying current with industry trends in GenAI and AI Agents.

Responsibilities

• Providing technical advice and guidance to early adopter customers on how to best utilize ServiceNow's Gold Standard Implementation Packages to dramatically reduce time-to-first-use.
• Collaborate with cross-functional teams, including platform and product management and engineering, Product Excellence, Impact, Expert Services, to prioritize, design, productize, and pilot ServiceNow's AI-first implementation and adoption capabilities.
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI and AI Agents, and apply this knowledge to continuously improve and evolve ServiceNow's implementation & adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow's AI-first implementation & adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners.
• Assist the Enablement team and Partner team with Enablement and Training material to see through the success of this Autonomous Implementation effort.
• Co drive pilots with ServiceNow's early adopter customers (enterprise clients and Systems Integrators).

Qualifications

• 6+ years of ServiceNow product/solution architecture (AI/ML experience on the ServiceNow Platform is preferred).
• ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications (ITSM, HRSD, or CSM) are preferred.
• ServiceNow Certified Technical Architect or ServiceNow Certified Master Architect certifications are preferred.
• Experience putting ServiceNow enterprise implementations and deployments into production is a must-have.
• At least 5 years of experience in a technology advisory or enterprise implementation role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is preferred.
• Proven track record of driving customer satisfaction through innovative technology solutions on the ServiceNow platform.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences.
• Strong analytical and creative 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.
• 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.
• Excellent collaboration with product, engineering, QE, and field teams.
• Must be able to travel up to 50% annually.