We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.The Connected Customer Experience (CCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey. The products we build power digital business for ServiceNow and can even become commercially available.As a ServiceNow Senior Staff AI Architect you get to build our Connected AI Platform. You will be a senior-level, hands-on architect focused on architecting intelligent, production-ready AI capabilities that power personalization, recommendations, semantic searches and conversational AI across the ServiceNow platform. You will lead the architecture of AI solutions embedded within digital workflows—working at the intersection of product, data, and platform—to transform how users interact with our applications. The ideal candidate has deep expertise in AI/ML systems design, personalization, and experience working within Digital Technology (DT) and enterprise software environments. What you get to do in this role:Shape the Future of Intelligent ExperiencesDesign and implement scalable AI/ML systems that enhance personalization, intent recognition, semantic search, and conversational capabilities.Take ownership of architecture across real-time (online) and batch (offline) inference systems that support the platform.Partner with ML engineers and data architects to ensure effective data pipelines, thoughtful feature design, and seamless model integration.Build Adaptive, Scalable AI PlatformsDevelop reusable AI services, APIs, and tools that support teams in delivering intelligent, data-driven solutions.Assess and recommend infrastructure for AI/ML, including feature stores, vector databases, and large language model (LLM) frameworks.Guide solution development for GenAI applications, such as retrieval-augmented generation (RAG), prompt workflows, and model fine-tuning.Provide Technical Insight and Strategic GuidanceCollaborate closely with product, engineering, and platform teams to integrate AI into core workflows and customer experiences.Support alignment across teams around architectural decisions, balancing scalability, performance, and user-focused design.Translate emerging AI capabilities into practical, reliable services that teams can build on with clarity and confidence.Support Responsible and Transparent AIDesign for visibility—enabling performance tracking, feedback loops, and opportunities for continuous improvement.Ensure ethical AI practices, data privacy, and security are embedded in every solution and decision.
