Forward Deployed Solution Architect – AppliedAI FDE

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.

Team Bio: ServiceNow’s Applied AI Forward Deployed Engineering (FDE) team is where bold ideas meet transformative action. We partner with our most strategic customers to shape the future of enterprise AI. Together, we identify high-value opportunities, accelerate business outcomes, and build reusable AI-native solutions that advance the Now AI Platform.

Our Mission: We partner deeply with our customers to build intelligent, scalable AI solutions that solve their most mission‑critical challenges. By embedding in real‑world complexity, we deliver fast, iterate with purpose, and transform every success into reusable patterns that accelerate transformation across the Now Platform and the 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 can move fast, deliver measurable value, and transform 1‑off wins into repeatable success.

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.

Qualifications:

• 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: 12+ 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.