Ai Solution Architect

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** This role is can be based from any ServiceNow EMEA office location **

As part of the AISS team, you will be responsible for scaling our GenAI solutions through Key SI Partners regionally. You will be the main point of contact for AISS in the AI Lighthouse and SI Partner investment programs.

Your role will be to focus on the Marquee 250 customer base, and work alongside our Solution Engineering and Engagement teams within AISS to ensure our SI partners can successfully deliver ServiceNow’s LLM capabilities. The selected SI Partners will need ongoing support to develop a thriving practice centered on ServiceNow’s GenAI solutions. Short term success in this role will comprise delivering GenAI solutions in product for the first 2 customers per capability, per Program. Long term success will comprise SI Partner volume and impact of delivering ServiceNow’s GenAI solutions as they become available.  

Role responsibilities: 

• For each AI Lighthouse customer, work with AISS solution engineering to gain early access to customer data (DART, Hihop, or Advanced AI agreement, or any combination of the 3). Inspect the customer instance for evaluation and model improvement of the GenAI solution(s). 

• Advise on and/or participate in AI Lighthouse EBC and EBC prep. Define alongside SI Partner initial scope for 3 delivery phases. Discuss feasibility and requirements, and validate use cases can be completed in time allotted. Ensure we are correctly aligned and positioning solutions in accordance with Platform Product’s objectives and updated roadmap capabilities.
• Lead AI Lighthouse AISS solution delivery jointly with SI Partner for first 2 customers. Work with AISS solution engineers and SI Partner to co-develop innovation POCs. Communicate the value of ServiceNow’s LLM and ensure solution is performant in production. Assist in defining and measuring outcomes post go-live. 

• Communicate with business/technical leaders from SI Partner and customers, and act as the single point of contact from Platform Product on the AI Lighthouse and/or similar SI Partner programs between Partner representatives, Customer account teams, Impact, and Customer Outcomes.  

• Facilitate thought leadership in communication delivery, define what’s OOB and what’s custom, promote cross-team collaboration, provide proper resources needed for decision making, and prepare use-case specific GenAI content to promote customer buy-in on proposed GenAI solutions. 

• Continue developing region-specific trusted partner relationships with SI partners. EMEA and AMS depending on your region. Schedule frequent checkpoints and provide SI Partners with roadmap updates as they become available. Ensure key SI partners have access to the most up to date material to position/promote GenAI roadmap capabilities within their customer base. Examples include demos, documentation, messaging, AI maturity trajectory. 

• Stay current on how GenAI capabilities accelerate transformation on the ServiceNow Platform. Invest time to learn the model specifications, differentiators, understand which models are under consideration for testing and use, and how these compare to 3rd party open-source LLMs. Understand from AISS solution engineering how our models are performing against early adopter data. 

• 10 years in Customer and/or ServiceNow Platform roles with a focus on AI. 
• Deep understanding of AI models and how they operate within the ServiceNow platform 
• Enthusiastic about scaling AI solution adoption through Partners, and building trusted relationships to ensure our scale channels continue to grow 
• Strong track record of working cross functionally across ServiceNow, Customers, and SI Partners to advise and drive value of ServiceNow AI capabilities and reporting to stakeholders 
• Demonstrated experience in presenting ServiceNow solutions, including strategic Partner programs  
• Facilitation skills in leading and planning meetings, reviews, retrospectives, and customer workshops 
• Demonstrated skills as an active listener, respecting others' point of view while contributing the required input through strong communication skills
• Strong prioritization skills and the discipline to focus on high impact activities  
• Interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity.  
• MBA/MS in computer science, engineering or related discipline preferred 
• Flexibility to work across global time zones
• Ability to travel up to 25% 

ServiceNow is an Equal Employment 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.

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