Lead AI Transformation Strategist

SmartRecruiters, Inc.; Austin (TX); Hybrid; USD 180,000 - 260,000; Full time

Job summary

ServiceNow seeks a Principal AI Strategist to lead customer engagements on AI transformation, guiding governance, roadmapping, and value realization for Now's AI platform across Now Assist, AI Agents, and Otto. You’ll drive executive conversations and shape strategic outcomes with CIOs and business leaders.

You will partner with AI Architects to deliver integrated solutions, develop reusable assets, and contribute to thought leadership while expanding AI adoption and measurable business impact.

Qualifications

• 5+ years as a consultant or advisor in software or technology industries.
• 5+ years of experience on the ServiceNow platform, with working knowledge of ServiceNow's AI capabilities (Now Assist, AI Agents, and related offerings)
• 3+ years of hands-on experience with multiple AI tools and large language models, including evaluating where they create, or fail to create, business value
• Demonstrated ability to lead executive-level conversations and build business cases, roadmaps, and value realization frameworks for technology adoption
• Experience advising on AI governance, change management, or adoption in complex enterprises
• Strong written and verbal communication, with the ability to translate technical usage data into business narratives for CIOs and department heads

Responsibilities

• Operate independently as the lead AI strategist on customer engagements, driving business alignment and value conversations
• Develop AI roadmaps that move customers from activation to scaled adoption across Now Assist, AI Agents, AI specialists, and the Otto experience as it rolls out
• Lead AI value discovery and realization conversations, translating usage and adoption data into executive-ready business outcomes and building the case for continued AI investment
• Build AI business cases and adoption roadmaps with the account team, monitor consumption, and intervene proactively when adoption stalls
• Advise customers on the Assist consumption model, including how agentic and headless activity affects forecasting and expansion planning
• Provide AI governance advisory (responsible AI policy frameworks, data classification guidance, executive steering committee charters), including how to govern agents and external AI integrations through AI Control Tower and AI Gateway, aligned to regulatory, privacy, and compliance requirements
• Lead organizational change management planning for AI initiatives, including stakeholder impact assessments, adoption communications, and role‑based training, with attention to how roles change as AI agents take on end‑to‑end work
• Partner with AI Architects to shape the joint solution approach, with strategists leading business alignment and architects leading technical implementation
• Build trusted relationships with senior business executives and own executive stakeholder alignment on AI strategy
• Support sales activity proactively, including contributing to presales strategy documents and driving Expert Services leads for AI strategy engagements. PACE is a post‑sale organization, so this role influences sales rather than owning it
• Contribute to thought leadership, white papers, knowledge base articles, and strategic advisory frameworks that scale AI strategy expertise
• Develop and refine techniques, including ROI models, business case frameworks, and outcome dashboards, that demonstrate AI value to business stakeholders
• Contribute to reusable digital assets, playbooks, and enablement tools for internal teams, partners, and customers

Skills

Executive-level communication

Business case development

Value realization frameworks

AI governance advisory

Change management

Presales support

Tools

ServiceNow

AI tools

LLMs

Job description

ServiceNow seeks a Principal AI Strategist to lead customer engagements on AI transformation, guiding governance, roadmapping, and value realization for Now's AI platform across Now Assist, AI Agents, and Otto. You’ll drive executive conversations and shape strategic outcomes with CIOs and business leaders.

You will partner with AI Architects to deliver integrated solutions, develop reusable assets, and contribute to thought leadership while expanding AI adoption and measurable business impact.