Job Description

Employment Type: Full-time Location Type: Remote

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Position Overview

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 will 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.

Responsibilities

Shape the Future of Intelligent Experiences

• Design 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 Platforms

• Develop 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 Guidance

• Collaborate 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 AI

• Design for visibility—enabling performance tracking, feedback loops, and opportunities for continuous improvement.