Solution Architect - AI & Data

The Team The Customer Excellence Group at ServiceNow works with customers to help them achieve their business outcomes by providing prescriptive guidance. As part of the Customer Excellence Group, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the ServiceNow platform by getting them to see the value of their ServiceNow investment. Solution Architect - AI & Data, Expert Services 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 goes beyond implementation — it bridges C-suite advisory, enterprise architecture, and organizational change to deliver lasting transformation outcomes. The Solution Architect - AI & Data will operate at the intersection of AI strategy, solution architecture, and customer success — leading engagements from transformation vision and use-case definition through architecture design, governance, adoption, and ongoing value realization. What you will do in this role: AI Strategy & Transformation Advisory 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 tailored to their industry, maturity, and risk appetite. Facilitate discovery workshops, current-state assessments, and future-state visioning sessions to establish a shared transformation agenda. Define AI-enabled target operating models, including process redesign, workforce impact analysis, and governance structures. Solution Architecture & Delivery Leadership Design end-to-end solution architectures spanning Now Assist, AI Agents, Agentic workflows, AI Control Tower, RAG, knowledge graphs, and ente