ServiceNow AI Architect – Conversational AI & Transformation

**Location:** Remote **Employment Type:** Full\-Time **Job ID:** 00069319931 ServiceNow AI Architect – Conversational AI \& Transformation About the role As a ServiceNow AI Architect, you will make an impact by leading enterprise transformation initiatives focused on modernizing conversational experiences across customer, employee, and IT service environments. You will be a valued member of our consulting and architecture team, partnering directly with client stakeholders to define strategy, design scalable architectures, and drive adoption of ServiceNow AI and automation capabilities. **In this role, you will:** Lead discovery workshops and assessments to evaluate current chat, virtual assistant, and conversational AI environments. Develop future‑state architectures, migration strategies, and roadmaps for adopting ServiceNow Conversational AI capabilities. Design scalable conversational experiences using ServiceNow Virtual Agent, Now Assist, AI Agents, and related platform features. Define integration strategies connecting ServiceNow with enterprise systems and third‑party platforms. Align AI solutions with core ServiceNow workflows including ITSM, CSM, HRSD, Employee Center, and Knowledge Management. Guide clients through modernization initiatives, including migration from legacy platforms to ServiceNow AI solutions. Facilitate executive discussions, present recommendations, and build consensus across business and technology stakeholders. Define governance models, operating structures, and adoption strategies to ensure long‑term success. Work model We strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a remote position open to qualified applicants in the United States. Regardless of your working arrangement, we support a healthy work–life balance through our wellbeing programs. The working arrangements for this role are accurate as of the posting date and may change based on business or client needs. What you need to have to be considered 8\+ years of experience in enterprise architecture, consulting, or digital transformation. 5\+ years of hands‑on ServiceNow experience, including platform architecture and solution design. Experience leading client‑facing workshops, assessments, and strategic advisory engagements. Strong understanding of ServiceNow Conversational AI capabilities (Virtual Agent, Now Assist, AI Agents). Experience developing technology roadmaps, migration strategies, and future‑state architectures. Strong communication and executive presentation skills, with the ability to translate technical concepts into business value. Experience working across enterprise service domains such as ITSM, CSM, or HRSD. These will help you stand out ServiceNow certifications such as CSA, CIS, or CTA. Experience with conversational AI platforms (e.g., Genesys, NICE, LivePerson, Salesforce, Microsoft). Hands‑on