Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — 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. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Team:

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Emerging Technology Group (ETG) is ServiceNow’s DT internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. With AI everywhere we are responsible for advance technology services which cuts across the enterprise like Digital Assistants, Conversational Interfaces, Search, Automation, and helping our DT developers be more productive to build enterprise grade products on ServiceNow Platform. We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform. 

Why ServiceNow?

At ServiceNow, we empower people with cutting-edge technology to make work, work better for everyone. As an AI Application Architect, you will play a key role in shaping the future of AI-driven search and digital assistant solutions. Your work will directly impact how employees and customers access and interact with information, driving efficiency and innovation across the organization. Join us to build intelligent, scalable AI solutions in a collaborative and dynamic environment.

What you get to do in this role: 

We are seeking a highly skilled AI Application Architect to lead the design and development of AI applications, including enterprise search and digital assistants. This role requires a deep understanding of search platform technologies, including expertise in data and context indexing. The ideal candidate will have experience orchestrating AI services and building microservice architectures that can scale to meet the needs of ServiceNow employees and customers. As part of this role, you will play a key part in developing intelligent systems that improve information retrieval and digital workflow experiences across the organization.

• AI Application Orchestration: Architect and implement AI application orchestration frameworks that ensure smooth integration, deployment, and management of AI services across multiple systems and teams.
• Microservice Architecture Design: Design and implement scalable, distributed microservice architectures that support AI applications, ensuring high availability, resilience, and maintainability.
• Search Platform Expertise: Lead the design and optimization of AI-driven enterprise search platforms, with a focus on advanced data and context indexing techniques to improve search relevance, speed, and accuracy.
• Data and Context Indexing: Build and optimize search systems with sophisticated data indexing and contextual understanding, ensuring that search results are highly relevant and personalized for both employees and customers.
• Digital Assistant Development: Develop and integrate advanced conversational AI capabilities for digital assistants, leveraging natural language processing (NLP) and machine learning models.
• Scalable Infrastructure: Collaborate with infrastructure and DevOps teams to deploy AI solutions in cloud-native environments with CI/CD support, ensuring efficient and scalable AI application management.
• Collaboration and Leadership: Mentor and guide junior engineers while collaborating with product managers and stakeholders to ensure AI architectures align with business goals and technical requirements.
• Innovation and Trends: Keep up with the latest trends in AI/ML, search technologies, and microservice architectures to continuously innovate and improve ServiceNow's AI capabilities.

Qualifications

To be successful in this role you have:

• Bachelor's or Master’s degree in Computer Science, Data Science, Artificial Intelligence, or related field.
• Experience:
  • 8+ years of experience in software development and architecture, with at least 4 years working on AI/ML applications.
  • Proven experience in building AI-powered enterprise search platforms, with a deep understanding of data and context indexing for optimized search relevance.
  • Expertise in designing microservice architectures and orchestrating AI applications in large-scale environments.
  • Strong background in building AI solutions, including digital assistants, with seamless integrations into enterprise platforms.
• Technical Skills:
  • Deep knowledge of AI/ML frameworks and search technologies (e.g., Elasticsearch, Solr, AI Search), particularly focused on data indexing, context awareness, and relevance ranking.
  • Expertise in building microservice architectures and managing AI systems within cloud platforms.
  • Experience with search engine optimization and large-scale data indexing techniques for improved retrieval and personalization.
  • Strong programming skills in Python, Java, or similar languages with a focus on AI and microservice architectures.
  • Hands-on experience with DevOps tools and CI/CD pipelines for deploying AI applications.
  • Expertise in Retrieval-Augmented Generation (RAG) techniques, integrating external knowledge bases with generative models to enhance the accuracy and context of AI-driven responses.
• Soft Skills:
  • Strong leadership and mentoring capabilities, with experience guiding cross-functional teams.
  • Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical stakeholders.
  • Passion for innovation and improving AI-driven user experiences.

Preferred Qualifications:

• Experience integrating AI solutions with enterprise SaaS platforms like ServiceNow.
• Expertise in designing systems that optimize for both structured and unstructured data search.
• Knowledge of ethical AI practices, AI model interpretability, and federated learning.

For positions in California (outside of the Bay Area), we offer a base pay of $163,000 - $285,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

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. 

Accommodations 

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 talent.acquisition@servicenow.com for assistance. 

Export Control Regulations 

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. 

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