Principal Product Success Architect

Servicenow; United States; Remote; USD 170,000 - 210,000; Full time

Job summary

ServiceNow is seeking a Principal AI Strategist on the PACE team to guide customers through their AI transformation by aligning business goals with AI capabilities such as Now Assist, AI Agents, and Predictive Intelligence.

You will lead AI roadmaps, governance advisory, and organizational change management planning to ensure customers realize long-term business value from ServiceNow’s AI products. This role requires senior consulting experience and strong executive stakeholder engagement.

Qualifications

• 5 years of experience working as a consultant in Software or technology industries.
• 5 years of experience on the ServiceNow platform.
• 3+ years of experience working with multiple AI tools and LLM's.
• Operates independently as the lead AI strategist on customer engagements; drives business alignment and value conversations.
• Develops AI roadmaps to drive customer adoption and successful utilization of AI products across the ServiceNow platform.
• Leads AI value discovery and realization conversations with customers, articulating business outcomes and building the case for continued AI investment.
• Partners with AI Architects to deliver integrated service offerings, with strategists leading business alignment and architects driving technical implementation.
• Provides AI governance advisory services (e.g., responsible AI policy frameworks, data classification guidance, executive steering committee charters), helping customers establish organizational readiness for AI adoption including alignment with applicable regulatory, privacy, and compliance requirements.
• Leads organizational change management planning for AI initiatives (e.g., stakeholder impact assessments, adoption communication campaigns, role-based training curricula).
• Drives customer activation by building AI business cases and adoption roadmaps in partnership with the account team; monitors consumption and intervenes on stagnation.
• Builds trusted relationships with senior business executives including CIOs and department heads; owns executive stakeholder alignment on AI strategy.
• Proactive in sales support; drives Expert Services leads for AI strategy engagements.
• Contributes to thought leadership documents, white papers, knowledge base articles, and strategic advisory frameworks to scale AI strategy expertise.
• Develops and refines techniques to demonstrate AI value to business stakeholders.

Responsibilities

• Guide customers through AI transformation journeys with AI capabilities.
• Lead AI roadmapping, governance advisory, and change management planning to realize business value.
• Build trusted relationships with senior executives and align AI strategy with business objectives.
• Partner with AI Architects to deliver integrated AI strategy offerings.
• Drive activation with AI business cases and adoption roadmaps, monitoring consumption for continued value.

Job description

Role Description

Principal AI Strategists on the PACE team play a critical role in guiding customers through their AI transformation journey by leading business alignment, strategic advisory, and value realization activities for ServiceNow's AI capabilities.

Operating independently as the lead strategist on engagements, they drive AI roadmapping, governance advisory, and organizational change management planning to ensure customers achieve long-term business value from ServiceNow's AI products including Now Assist, AI Agents, and Predictive Intelligence.

Building trusted relationships with senior business executives, they ensure alignment between customer business objectives and AI solutions while scaling AI strategy expertise across internal teams, customers, and partners.

Partnering closely with AI Architects in the PACE pairing model, AI Strategists own the business strategy workstream-identifying 'the why and what' of AI adoption-while Architects own the technical architecture and implementation ('the how'). Together they deliver integrated service offerings that drive measurable customer outcomes.

What are the unique job responsibilities for this role?

• 5 years of experience working as a consultant in Software or technology industries
• 5 years of experience on the ServiceNow platform
• 3+ years of experience working with multiple AI tools and LLM's
• Operates independently as the lead AI strategist on customer engagements; drives business alignment and value conversations
• Develops AI roadmaps to drive customer adoption and successful utilization of AI products across the ServiceNow platform
• Leads AI value discovery and realization conversations with customers, articulating business outcomes and building the case for continued AI investment
• Partners with AI Architects to deliver integrated service offerings, with strategists leading business alignment and architects driving technical implementation
• Provides AI governance advisory services (e.g., responsible AI policy frameworks, data classification guidance, executive steering committee charters), helping customers establish organizational readiness for AI adoption including alignment with applicable regulatory, privacy, and compliance requirements
• Leads organizational change management planning for AI initiatives (e.g., stakeholder impact assessments, adoption communication campaigns, role-based training curricula)
• Drives customer activation by building AI business cases and adoption roadmaps in partnership with the account team; monitors consumption and intervenes on stagnation
• Builds trusted relationships with senior business executives including CIOs and department heads; owns executive stakeholder alignment on AI strategy
• Proactive in sales support; drives Expert Services leads for AI strategy engagements
• Contributes to thought leadership documents, white papers, knowledge base articles, and strategic advisory frameworks to scale AI strategy expertise
• Develops and refines techniques to demonstrate AI value to business stakeholders

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [e-mail] 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.

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