Senior AI Adoption Architect & Escalations Lead

ServiceNow; California (MO); Hybrid; USD 199,000 - 348,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

Family leave programs

Job summary

ServiceNow seeks a senior Product Success Technical Director – AI Adoption Engineering to own the hardest agentic escalations and deliver top-tier architecture for AI deployments across customers. You will coordinate with Product and Engineering, mentor engineers, and ensure reliability and governance of enterprise-scale AI at scale.

You will sit at the intersection of customer needs, our AI platform, and field patterns, driving strategic outcomes while elevating technical standards and reusable

Qualifications

• Seasoned technical architect with strong escalation leadership.
• Deep fluency in ServiceNow platform and agentic AI.
• Proven ability to translate complex issues into actionable roadmaps.

Responsibilities

• Own the hardest agentic escalations and drive path-to-green for at-risk go-lives.
• Lead cross-functional resolution with account teams, Product, and Engineering.
• Be the calm, credible voice with customer executives during deployments.
• Provide consulting-grade technical architecture for agentic solutions.
• Elevate team technical excellence and codify repeatable patterns.
• Partner with Product/Engineering to stress-test capabilities and shape the roadmap.

Skills

Escalation management

Technical leadership

Architectural design

Cross-functional leadership

Customer communication

Tools

Now Platform

AI Agents

Virtual Agent

AI Control Tower

Job description

ServiceNow seeks a senior Product Success Technical Director – AI Adoption Engineering to own the hardest agentic escalations and deliver top-tier architecture for AI deployments across customers. You will coordinate with Product and Engineering, mentor engineers, and ensure reliability and governance of enterprise-scale AI at scale.

You will sit at the intersection of customer needs, our AI platform, and field patterns, driving strategic outcomes while elevating technical standards and reusable