Forward Deployed Solution Architect – AppliedAI FDE

Overview
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. ServiceNow stands as a global market leader, bringing AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform connects people, systems, and processes to empower organizations to work smarter, faster, and better. Join us as we pursue our purpose to make the world work better for everyone.

Team Bio:

ServiceNow’s Applied AI Forward Deployed Engineering (FDE) team partners with strategic customers to shape the future of enterprise AI, identifying high-value opportunities, accelerating business outcomes, and building reusable AI-native solutions that advance the Now AI Platform.

Our mission: We partner deeply with customers to build intelligent, scalable AI solutions that solve mission-critical challenges, embedding in real-world complexity and delivering fast, iterative value that translates into reusable patterns across the Now Platform and broader enterprise.

Why This Role Matters:

Enterprise leaders aren’t just experimenting with AI—they’re demanding outcomes. The next wave of adoption will be led by those who move fast, deliver measurable value, and transform one-off wins into repeatable success.

As a Forward Deployed Solution Architect (FDSA), you operate on the frontlines of that transformation by embedding with customers to uncover opportunities, architect AI-powered systems that drive ROI, and guide how those solutions scale across the Now Platform.

This is a rare opportunity to serve as a Field Product Architect at the forefront of applied AI, helping define what great looks like for scalable enterprise innovation.

Who You Are:

You are a dynamic and innovative problem-solver who thrives in complex, fast-paced environments. With a strong analytical mindset and a passion for AI, you excel at transforming ambiguity into clarity. Your ability to synthesize data, workflows, and user motivations allows you to identify impactful solutions that align with customer needs and business objectives.

You work seamlessly with software engineers, product designers, and stakeholders to deliver intelligent systems that address mission-critical challenges. You dive deep into complex environments to explore workflows, understand user friction, and surface the right inflection points for intelligent automation.

You embody ServiceNow’s values:
- Customer First: You prioritize delivering value through business outcomes.
- Bold Innovation: You challenge convention and seek simplicity through design.
- One Team: You collaborate deeply across functions and build through shared ownership.
- Integrity and Belonging: You build trust, foster inclusion, and lead with empathy.

What You’ll Do:

Lead Strategic Discovery: Identify high-impact AI opportunities by running hands-on workshops and aligning stakeholders.

Architect AI-Native Solutions: Design systems using LLMs, RAG pipelines, retrieval logic, and workflow orchestration.

Accelerate Delivery with Engineers: Collaborate closely with FDSEs to build, test, and iterate functional solutions quickly.

Codify Best Practices: Create repeatable frameworks, reusable templates, and modular components.

Drive Alignment: Influence customer and executive buy-in through clear storytelling and solution framing.

Advocate Field Insights: Capture feedback from deployments to shape product strategy and prioritize platform needs.

Enable Scale: Equip internal teams and customers to expand success through documentation and technical onboarding assets.

What Success Looks Like:

Solution-Ready Build Delivered: You deliver a validated AI solution-ready build within 8–12 weeks that directly addresses a business-critical problem.

Widespread Reuse: Your assets—from prompts to orchestration logic—are leveraged by other teams and codified for scale.

Platform Evolution: Your work contributes to shaping the Now Platform through structured product feedback and architectural influence.

Business Transformation: The AI solution you’ve led results in measurable gains in efficiency, automation, adoption, or satisfaction.

Production Trajectory: Your delivered solution becomes the foundation for scaled production deployment across customer environments.

Trusted Field Partner: Customers and internal stakeholders see you as a strategic, dependable, and technically credible partner.

What You Bring:

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.

Enterprise Experience: 15+ years of overall experience, with 5–7+ years in enterprise AI/ML architecture, field engineering, or solution consulting. Proven ability to lead initiatives from conception to delivery over at least 3+ years.

Technical Mastery: Strong grasp of LLM-based systems and GenAI pipelines including prompt engineering, retrieval-augmented generation (RAG), orchestration, and data modeling. Experience designing full-stack intelligent workflows.

Cloud & Infrastructure Fluency: Deep hands-on experience with AWS, Azure, or GCP, including use of containers, infrastructure-as-code (Terraform, CloudFormation), and enterprise integration patterns.

Engineering Depth: Proficient in Python and SQL, with working knowledge of GenAI tooling frameworks like LangChain, Semantic Kernel, or similar. Ability to contribute to engineering discussions and code-level decisions.

Customer & Delivery Leadership: Comfortable operating in ambiguous, high-stakes environments. Experienced in guiding cross-functional technical teams, influencing executive stakeholders, and ensuring clarity from ideation to implementation.

Field Readiness: Willingness and ability to travel up to 30% to embed onsite with customers, lead workshops, unblock teams, and drive tangible solution outcomes.

Platform Affinity (Nice to Have): Familiarity with the ServiceNow platform, low-code tooling, or other enterprise SaaS ecosystems.

Preferred Qualifications:

Prior work delivering AI or intelligent workflow solutions at scale.

Familiarity with LangChain, Semantic Kernel, vector DBs, and Python.

Experience with SaaS platforms, enterprise data integration, and low-code environments.

History of converting field delivery into reusable product patterns.

Proven success in deploying AI solutions that delivered tangible customer impact.

Hands-on experience integrating AI into enterprise SaaS platforms.

Skill translating real-world constraints into reusable internal tools or product enhancements.

Familiarity with AI governance, compliance, and enterprise security practices.

This is your opportunity to architect real-world AI, partner with the world’s leading enterprises, and turn every solution into a smarter Now Platform.

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 and their assigned work location. Learn more here about the World of Work personas. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@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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