Job description
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.
Job Description
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 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.
- Ensure ethical AI practices, data privacy, and security are embedded in every solution and decision.
Qualifications
To be successful in this role you have:
Required Qualifications
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 AI’s potential impact on the function or industry.
12+ years of experience in AI/ML systems, machine learning architecture, or applied data science, including 3+ years in a senior technical leadership role.
A track record of delivering production-ready ML systems in areas such as search, NLP, personalization, recommendation, or classification.
Expertise in ranking models, embeddings, intent recognition, NLU/NLP, and strategies for personalized user experiences.
Proficiency with machine learning frameworks (e.g., TensorFlow, PyTorch, Hugging Face), orchestration tools (e.g., LangChain), and vector databases (e.g., FAISS, Pinecone, Weaviate).
Experience with search/retrieval platforms (e.g., Elastic, Vespa, OpenSearch) and conversational systems (e.g., Dialogflow, LLM agents).
Hands-on experience deploying LLMs, crafting prompts, and building RAG systems in production environments.
Familiarity with MLOps tools such as MLflow, SageMaker, Vertex AI, or Databricks ML.
Strong communication and collaboration skills, with the ability to connect technical ideas to business needs.
Preferred Qualifications
- Experience working with or building on the ServiceNow platform, especially for intelligent or AI-augmented services.
- Understanding of enterprise workflows and systems—particularly in customer service, case management, or operations.
- Demonstrated impact in developing personalized or recommendation-based experiences at scale.
- Knowledge of event-driven systems, microservices, and API-first development principles.
- Comfortable working in cross-functional, matrixed environments—skilled in building connections and influencing outcomes.
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Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 law. In 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 [email protected] 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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