Senior Staff AI Architect, ServiceNow

• The ideal candidate has deep expertise in AI/ML systems design, personalization, and experience working within Digital Technology (DT) and enterprise software environments
• 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

Desirable

• 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
• 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
• 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
• 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
• 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