AI Transformation Architect, Expert Services

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Job Title: AI Transformation Architect, Expert Services
Location: Remote, NJ

Role Responsibilities:

• As part of the Expert Services AI Practice, the AI Transformation Architect will serve as a senior strategic and technical lead, reshaping how enterprise organizations adopt AI at the core of their operating models. This role goes beyond implementation - it bridges C-suite advisory, enterprise architecture, and organizational change to deliver lasting transformation outcomes.
• The AI Transformation Architect will operate at the intersection of AI strategy, solution architecture, and customer success - leading engagements from transformation vision and use-case definition through architecture design, governance, adoption, and ongoing value realization.
• What you will do in this role
• AI Strategy & Transformation Advisory
• Lead enterprise AI transformation engagements - from opportunity identification and business case development through to operating model design and value realization.
• Advise C-suite and senior stakeholders on AI strategy, prioritization frameworks, and transformation roadmaps tailored to their industry, maturity, and risk appetite.
• Facilitate discovery workshops, current-state assessments, and future-state visioning sessions to establish a shared transformation agenda.
• Define AI-enabled target operating models, including process redesign, workforce impact analysis, and governance structures.
• Solution Architecture & Delivery Leadership
• Design end-to-end solution architectures spanning Now Assist, AI Agents, Agentic workflows, AI Control Tower, RAG, knowledge graphs, and enterprise integrations (A2A, MCP).
• Lead scoping and solutioning for complex, multi-workload AI engagements - ensuring architectural integrity, scalability, and alignment to customer outcomes.
• Provide hands-on architecture leadership during pilot and early-phase delivery, establishing patterns and standards for broader team execution.
• Develop reusable practice IP: reference architectures, deployment patterns, transformation playbooks, and verticalized use-case catalogs.
• AI Governance, Risk & Responsible AI
• Define and embed AI governance frameworks covering data stewardship, model risk, bias controls, audit trails, and compliance postures.
• Support customers in operationalize responsible AI practices aligned to regulatory requirements and internal policies.
• Partner with AI Control Tower to establish monitoring, observability, and continuous optimization capabilities post-deployment.
• Adoption, Enablement & Change Management
• Lead AI adoption strategies including readiness assessments, stakeholder engagement plans, AI literacy programmers, and change communications.
• Define adoption KPIs and value realization metrics; track and report outcomes; provide consultative guidance for continuous optimization and expansion.
• Coach customer teams to build internal AI capability, reducing dependency and accelerating long-term self-sufficiency.
• Monitor adoption, usage, and value realization metrics post-deployment; provide recommendations for risk mitigation and growth.
• Practice Development & Thought Leadership
• Collaborate cross-functionally with Sales, Solution Consulting, Customer Success, Platform, and Product teams to embed AI advisory across the customer lifecycle.
• Build and maintain industry-specific AI advisory playbooks and frameworks - verticalized use-case catalogs, value models, governance templates, and deployment patterns - to support scalable, repeatable delivery.
• Act as a thought-leader internally and externally: contribute to white papers, points-of-view, reference architectures, best-practice guides, and represent the organization at AI forums and customer briefings.
• Support pre-sales by qualifying opportunities, shaping proposals, and presenting transformation vision to executive buyers.

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.
• 10+ years of experience in management consulting, enterprise architecture, or a senior technology advisory role, with a demonstrated focus on Artificial Intelligence, Machine Learning, or digital transformation at enterprise scale.
• ServiceNow domain knowledge, including: Now Assist and Generative AI Skills / Skill Kit, AI Agents and Agentic workflows, AI Control Tower, Retrieval-Augmented Generation (RAG), Knowledge Graphs, Agent-to-Agent (A2A), and Model Context Protocol (MCP).
• Proven track record designing and managing complex, multi-stakeholder AI or digital-transformation engagements - including use-case definition, business case development, integration, data strategy, governance, and operational adoption.
• Strong understanding of enterprise data architecture, data quality, knowledge management, integrations, and compliance and regulatory frameworks.
• Excellent communication and interpersonal skills - ability to articulate technical and business value to C-level executives, align stakeholders, and influence strategic decision-making.
• Experience working in fast-paced, dynamic environments with capability to manage ambiguity and tailor consulting deliverables to different customer maturity levels, from early adopters to AI-ready enterprises.
• Broad familiarity with the ServiceNow platform and modules (ITSM, CSM, FSM, HRSD, App Engine), ideally including implementation or architecture experience. ServiceNow
• certifications (Certified System Administrator, Certified Implementation Specialist, Certified Technical Architect) are desirable.
• AI/ML certifications (e.g. AWS Machine Learning Specialty, Google Professional Machine Learning Engineer, or equivalent) are desirable.
• Background in one or more target industries - Financial Services, Healthcare, Public Sector, Manufacturing, or Retail - is highly desirable.

Must Have: CSA