About this role
The Role:
We are looking for a visionary Audio Visual Systems Engineer to design, deploy, and continuously evolve the AV technology ecosystem across our flagship Innovation and Briefing Centers. This is not a break-fix role — it is a strategic engineering position at the intersection of immersive technology, executive experience design, and enterprise program delivery.
You will serve as the primary technical authority for next-generation AV environments that host C-suite briefings, product showcases, ideation sessions, and partner engagements. You will translate business intent into world-class spatial experiences, lead complex multi-vendor deployments, and build trusted relationships with stakeholders across Facilities, IT, Marketing, Executive Communications, and senior leadership.
This role demands rare depth: the hands-on technical precision of a systems integrator combined with the executive presence, program management rigor, and strategic thinking of a senior technology leader.
Core Responsibilities:
Program Management & Project DeliveryLead full project lifecycle for AV deployments from discovery through go-live: scope, schedule, budget, vendor management, installation oversight, testing, and post-launch supportManage concurrent projects across multiple sites, coordinating with construction, facilities, IT infrastructure, and executive stakeholders with competing priorities and tight timelinesDevelop and enforce quality assurance standards, acceptance testing protocols, and commissioning checklists for all AV installationsBuild and manage relationships with AV integrators, manufacturers, and specialty vendors — defining SOWs, reviewing submittals, and holding partners to performance standardsCreate and maintain project tracking artifacts: risk registers, dependency maps, RACI matrices, and executive status dashboardsDeliver post-project retrospectives and institutional knowledge documentation to enable continuous improvementStakeholder Engagement & Executive Relationship ManagementServe as the trusted technology advisor to Executive Briefing Center leadership, Corporate Communications, C-suite Admins, and senior visiting delegationsTranslate complex technical capabilities into compelling narratives for non-technical executives — framing AV investments in terms of business outcomes, brand differentiation, and audience experiencePartner with Marketing, Brand, and Creative teams to deliver AV environments that amplify storytelling and reinforce company identityConduct discovery sessions with event producers, executive assistants, and program owners to anticipate and exceed experience expectations for high-stakes briefingsAct as on-site technical lead and escalation point for executive events, ensuring flawless execution under pressure with white-glove supportProactively identify opportunities to elevate the briefing center experience and present well-structured proposals with business case rationale to leadershipAV Systems Architecture & EngineeringWork with the architects on the end-to-end AV solutions for briefing suites, innovation labs, boardrooms, and multi-purpose event spaces — including video walls, large-format LED, immersive displays, spatial audio, and hybrid conferencing systemsOwn the technical design lifecycle from needs analysis and schematics through commissioning, tuning, and handoff — ensuring systems meet enterprise reliability, scalability, and security standardsWork with the teams to define reference architectures and technology standards for AV infrastructure across all Innovation and Briefing Center environmentsSpearhead evaluation, pilot, and integration of emerging technologies including AI-powered room automation, generative content rendering, XR/AR overlays, holographic display, and spatial computing platformsDevelop and maintain detailed as-built documentation, signal flow diagrams, IP schemas, and equipment inventoriesDesign and maintain Control Systems programming (Crestron, AMX, Q-SYS, Extron) for seamless, intuitive user experiences requiring zero trainingOperations, Reliability & Continuous ImprovementMaintain SLA-backed operational excellence for all AV systems, with documented incident response, root cause analysis, and remediation playbooksEstablish preventive maintenance schedules, firmware lifecycle management, and technology refresh roadmaps aligned to business needsInstrument systems with monitoring and alerting (SNMP, Crestron Fusion, Q-SYS UCI) to enable proactive issue detection before eventsBuild and document standard operating procedures, training guides, and runbooks for AV operations staff and non-technical event coordinatorsOwn capacity and readiness reporting for Innovation and Briefing Center leadership, providing monthly performance and utilization metrics Required Qualifications:
Technical Expertise8+ years of progressive AV engineering experience with at least 3 years in enterprise innovation, briefing center, or broadcast/live event environmentsExpert-level proficiency in AV-over-IP architectures (Dante, AES67, SVSI, SDVoE, NDI) and traditional AV matrix routing systemsDeep hands-on experience with control system programming: Crestron (SIMPL, SIMPL#, CH5), AMX (NetLinx), Q-SYS Designer, and Extron ControlAdvanced DSP configuration and audio engineering skills (Q-SYS, Biamp Tesira, Shure Microflex, Sennheiser TeamConnect) for speech reinforcement, immersive audio, and acoustic treatmentStrong video systems experience across LED walls, laser projection, display tiling (Datapath, Analogway, Barco, Christie), and hybrid conferencing platforms (Zoom Rooms, Microsoft Teams Rooms, Cisco Webex)Proficiency with AutoCAD, Visio, or equivalent tools for AV system design and signal flow documentationWorking knowledge of IT networking fundamentals (VLANs, QoS, multicast routing, PoE, 802.1X) as applied to converged AV/IT environmentsProgram ManagementDemonstrated experience managing multi-phase AV deployments from $500K to $5M+ in total project valueProficiency with project management methodologies (PMP, Agile, or equivalent) and tooling (Jira, Smartsheet, MS Project, Monday.com)Strong vendor management experience including RFP development, SOW negotiation, subcontractor oversight, and performance accountabilityAbility to manage ambiguity, competing priorities, and executive urgency with calm, structured problem-solvingInterpersonal & Communication SkillsExecutive-level communication skills — written and verbal — with demonstrated ability to present to C-suite and influence without authorityProven relationship-building skills across diverse stakeholder groups including operations, IT, facilities, creative, and executive leadershipService-oriented mindset with high emotional intelligence and natural instinct for anticipating client needs before they are expressedStrong business writing skills for proposals, status reports, RFPs, and technical documentationPreferred Qualifications:
CTS-D (Certified Technology Specialist – Design) from AVIXA; CTS or CTS-I also valuedCrestron Certified Programmer (DMC-E, DMC-D) or Q-SYS Level 2/3 CertificationExperience with XR, AR/VR, holographic display (Looking Glass, Holofan, Spatial), or generative AV content platformsFamiliarity with ITSM frameworks (ServiceNow, Remedy) for incident, change, and asset managementExperience in enterprise environments with 10,000+ employees and multi-campus operationsBackground in experience design, event production, or broadcast engineeringPMP certification or formal project management trainingFamiliarity with energy management and sustainability standards for AV systems (LEED, WELL Building)
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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.
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