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 What you get to do in this role: The Platform & AI Customer Excellence (AI Center of Excellence) team will be responsible for developing, maintaining, and delivering a portfolio of advisory and starter pack engagements in partnership with Sales, Inspire Value, AI Solution Success, Product Success, Platform Outbound Product Management, and Customer Excellence. As an AI Architect, you will drive customer outcomes, roadmap, and value realization for GenAI technology within your accounts through hands-on delivery of ServiceNow’s GenAI capabilities and technical advisory activities. You will also lead GenAI enablement programs and GenAI Impact accelerators for the broader Customer Excellence organization. - Providing technical advice and guidance to customers on how to best utilize ServiceNow’s GenAI technologies to achieve their business objectives - Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure the successful deployment of ServiceNow’s GenAI solutions - Lead GenAI enablement programs for the broader Customer Excellence organization - Develop and deliver GenAI Impact Accelerators to drive customer outcomes and value realization - Stay up-to-date with industry trends and emerging technologies in the field of GenAI, and apply this knowledge to continuously improve and evolve ServiceNow’s Impact GenAI accelerator offerings - Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, and other documentation to make information about ServiceNow’s GenAI capabilities more accessible to the broader Impact Delivery organization, customers, and partners Qualifications To be successful in this role, you must have: - 3+ years of ServiceNow Platform experience - ServiceNow Certified System Administrator and other ServiceNow Certified Implementation Specialist certifications are desired - At least 5 years of experience in a technology advisory role, with a focus on Artificial Intelligence, Machine Learning, or Data Science, is preferred - Proven track record of driving business growth and customer satisfaction through innovative 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 - Familiarity with Agile methodologies and experience working in an Agile environment - Strong problem-solving skills and ability to work independently or as part of a team - Experience working with cross-functional teams, including data scientists, engineers, sales, and marketing professionals - Strong industry connections and network, with the ability to leverage relationships to drive business growth and partnerships - Customer-focused mindset and commitment to delivering high-quality results - Must be able to travel up to 50% annually 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 and their assigned work location. Learn more here. 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 [email protected] 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. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. - Employee Type: Regular - Region: EMEA - Europe, Middle East and Africa - Work Persona: Flexible or Remote

• Design multi-agent architectures with robust state management, memory, and routing. • Choose and implement leading frameworks such as LangGraph/LangChain Agents, Microsoft AutoGen, CrewAI, LlamaIndex Agents, Semantic Kernel, or Haystack Agents—and justify trade-offs. • Build modular components (planners, tool registries, policy guards, evaluators) that are reusable across clients and domains. • Integrate enterprise tools and data sources via function/tool calling, webhooks, and event-driven flows (Queues/Service Bus/Functions). • Implement retrieval-augmented generation (RAG) patterns with vector stores (Azure AI Search, pgvector, MongoDB Atlas, Pinecone, Weaviate, Milvus) and structured knowledge (SQL/Graph). • Add deterministic fallbacks, circuit breakers, and caching to keep latency and cost predictable. • Define SLIs/SLOs for agent runs; implement tracing, metrics, and logging (e.g., Langfuse + OpenTelemetry) and build dashboards for run-level analytics. • Create evaluation harnesses (automatic + human-in-the-loop) using tools such as Ragas, DeepEval, promptfoo to measure groundedness, task success, safety, and cost. • Productionize with CI/CD, environment promotion, feature flags, and canary strategies; optimize cost-per-task and time-to-success. • Enforce content and safety policies (redaction, classification, guardrails) with policy-as-code; implement role/tenant isolation and data minimization. • Collaborate with security teams to align to ISO 27001/SOC 2/NIST/HIPAA/GDPR contexts; deliver audit-ready evidence for agentic workflows. • Build privacy-first patterns (no data exfiltration by default, least-privilege tool access, secure prompt/trace storage). • Work directly with enterprise client teams to translate business processes into agentic designs; present trade-offs and proofs-of-value that lead to production. • Partner with solution leads to create domain-specific agents (e.g., RFP assist, incident RCA drafting, knowledge ops) and reusable templates.

Role Description Du begeisterst Dich für AI und möchtest mehr als nur Modelle bauen? Bei uns entwickelst Du als AI Engineer (m/w/d) skalierbare Lösungen, die echten Impact haben – von der Idee bis zum produktiven Einsatz! - Du konzipierst und implementierst moderne AI-Architekturen und bringst Machine-Learning-Modelle zuverlässig in reale Anwendungen. - Du schaffst leistungsfähige Entwicklungsumgebungen und integrierst AI-Workloads in bestehende Systemlandschaften. - Du arbeitest eng mit unseren Data Scientists und Entwicklerteams zusammen, verstehst Anforderungen und übersetzt sie in robuste technische Lösungen. - Du stellst sicher, dass unsere Systeme performant, stabil und effizient laufen – und entwickelst sie kontinuierlich weiter. - Du übernimmst Verantwortung für Codequalität, bringst Dich aktiv Ideen mit ein und gestaltest unsere AI-Plattform von morgen mit. Qualifications - Abgeschlossenes Studium im Bereich Informatik, Künstliche Intelligenz, Data Science oder eine vergleichbare Qualifikation. - Praxiserfahrung im Aufbau und Betrieb von AI- oder ML-Systemen in produktiven Umgebungen. - Sicherer Umgang mit gängigen ML-Frameworks und gute Kenntnisse in C#. - Erfahrung mit Container-Technologien, Cloud-Plattformen und Linux-basierten Systemen. - Know-how im Umgang mit Datenpipelines, Datenverarbeitung und skalierbaren Infrastrukturen. - Analytisches Denkvermögen, Eigeninitiative und Freude an der Arbeit im Team. - Sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift. Benefits - Teil eines motivierten Teams mit flachen Hierarchien und wertschätzender Unternehmenskultur. - Perspektive auf ein langfristiges und vertrauensvolles Arbeitsverhältnis mit einem unbefristeten Arbeitsvertrag. - Vielfältige Weiterbildungs- und Entwicklungsmöglichkeiten, um Deine Karriere aktiv zu gestalten. - Work-Life-Balance: 30 Urlaubstage, transparente Arbeitszeiterfassung und Möglichkeit remote zu arbeiten. - Kostenfreie Mitgliedschaft in einem Fitness-Center oder einem Jobrad. - Freie Getränke am Arbeitsplatz und vergünstigtes Mittagessen bei unserem Kantinenservice. - Arbeitgeberzuschüsse (z. B. für VWL oder BAV). - Gute Verkehrsanbindung und kostenfreie Parkmöglichkeiten.

• Architect and code sophisticated AI modules • Lead integration of intelligent agent services with diverse APIs • Implement latest advancements in fine-tuning and prompt engineering • Drive agile excellence by spearheading sprint deliveries • Champion code quality and team growth through peer reviews and shared utility libraries • Architect and implement modular, cloud-native microservices integrating GenAI • Take ownership of the production lifecycle with CI/CD pipelines • Develop comprehensive evaluation suites for accuracy, safety, and performance