Principal AI Platform Success Architect

ServiceNow; Waltham (MA); Remote; USD 172,000 - 301,000; Full time

Benefits offered by this job

Health plans

401(k) plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Principal Product Success Architect for the GAIL Core Team to set strategic direction, own the most challenging deployments, and build the infrastructure and knowledge systems that raise capability across the practice.

You will lead by example on complex AI integrations, partner with product and engineering, and represent the program in customer-facing discussions, contributing to scalable standards and enduring impact across Fortune 500 customers.

Qualifications

• 8+ years of software engineering experience across enterprise product work.
• Experience deploying AI features and GenAI models in customer environments.
• Strong judgment on prompts, reliability, and production readiness.
• Ability to build scalable shared infrastructure and tooling.

Responsibilities

• Own complex GAIL engagements and escalations at scale.
• Define and advance the GAIL tooling roadmap.
• Evolve playbooks and quality standards across the practice.
• Mentor Core Team engineers and rotators.
• Partner with product, engineering, and customer success.
• Represent the program in executive engagements.

Skills

8+ years experience

GenAI deployment

Prompt engineering

Strategic program leadership

Mentoring & coaching

Strong communication

Infrastructure & tooling

Tools

Now Assist

AI Agents

GenAI platforms

Job description

ServiceNow is seeking a Principal Product Success Architect for the GAIL Core Team to set strategic direction, own the most challenging deployments, and build the infrastructure and knowledge systems that raise capability across the practice.

You will lead by example on complex AI integrations, partner with product and engineering, and represent the program in customer-facing discussions, contributing to scalable standards and enduring impact across Fortune 500 customers.