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About the Role

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 bridges C-suite advisory, enterprise architecture, and organizational change to deliver lasting transformation outcomes.

Responsibilities

• 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.
• Facilitate discovery workshops, current-state assessments, and future-state visioning sessions.
• Define AI-enabled target operating models, including process redesign, workforce impact analysis, and governance structures.
• Design end-to-end solution architectures spanning Now Assist, AI Agents, Agentic workflows, AI Control Tower, RAG, knowledge graphs, and enterprise integrations.
• 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.
• 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.
• Define integration patterns and architectural standards for connecting data catalog solutions across heterogeneous enterprise environments.
• 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 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.
• Define success metrics and maturity benchmarks for data catalog programs.
• Define and embed AI governance frameworks covering data stewardship, model risk, bias controls, audit trails, and compliance postures.
• Support customers in operationalizing 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.
• Partner with AI Control Tower to establish monitoring, observability, and continuous optimization capabilities post-deployment.
• Lead AI adoption strategies including readiness assessments, stakeholder engagement plans, AI literacy programs, 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.
• Collaborate cross-functionally with Sales, Solution Consulting, Customer Success, Platform, and Product teams.
• Build and maintain industry-specific AI advisory playbooks and frameworks.
• 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.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 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.
• 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.
• Broad familiarity with the ServiceNow platform and modules (ITSM, CSM, FSM, HRSD, App Engine), ideally including implementation or architecture experience.
• Background in one or more target industries — Financial Services, Healthcare, Public Sector, Manufacturing, or Retail — is highly desirable.

Skills

• 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)
• Model Context Protocol (MCP)
• Enterprise data architecture
• Data quality
• Knowledge management
• Integrations
• Compliance and regulatory frameworks
• Enterprise data catalog strategies
• Metadata management strategies
• Knowledge graph principles
• Semantic technologies
• Ontological frameworks (RDF, SPARQL)
• ServiceNow platform and modules (ITSM, CSM, FSM, HRSD, App Engine)
• AI/ML certifications
• ServiceNow certifications (Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect)

Location

• AMS - North America and Canada

Work Type

• Flexible
• Remote

Experience Level

• Senior
• 10+ years

About the Company

• 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.

Equal Opportunity

• 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.
• 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.
• 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.