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 — Service Now 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 The Team The Customer Outcomes team at Service Now works with customers to help them achieve their business outcomes by providing guidance. As part of the Customer Outcomes team, you will work with our customers to drive consumption, adoption, and customer satisfaction and ultimately help our customers grow their business on the Service Now platform by getting them to see the value of their Service Now investment. What you get to do in this role As a Gen AI Architect , you will drive customer outcomes, roadmap, and value realization for Gen AI technology through hands-on delivery of Service Now's Gen AI capabilities and technical advisory activities. Lead complex, multi-disciplinary projects acting as an SME to solve complex customer issues related to AI solutions. Provide technical advice and guidance to customers on how to best utilize Service Now technologies to achieve their business objectives. Hands-on delivery of Service Now capabilities to customers to drive outcomes and value realization. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of Service Now Now Assist. Stay up-to-date with industry trends and emerging technologies in the field of Gen AI, and apply this knowledge to continuously improve and evolve Service Now Gen AI offerings. Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about Service Now Gen AI capabilities more accessible to the broader organization, customers, and partners. Qualifications To be successful in this role, we need someone who has At least 5 years of experience in a technology advisory role, experience working directly with AI, machine learning technologies, statistical systems, or big data platforms. Preferred experience deploying Gen AI solutions. 8+ years of experience in building solutions on complex cloud-native products, applications, and platforms. Service Now Certified System Administrator and other Service Now Certified Implementation Specialist certifications desired, 3+ years of Service Now Platform experience preferred. Proven track record of driving business growth and customer satisfaction with emerging technology solutions. Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences. Strong analytical and problem-solving skills. Ability to work effectively in a fast-paced, dynamic environment. Customer-focused mindset and commitment to delivering high-quality results. Must be able to travel up to 30% annually. Open to Melbourne or Sydney. 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 Service Now employees depending on the nature of their work. Equal Opportunity Employer Service Now 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 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities. #J-18808-Ljbffr