Senior AI Adoption Architect & Escalations Lead

ServiceNow, Inc.; San Diego (CA); On-site; USD 199,000 - 348,000; Full time

Job summary

ServiceNow, Inc. is seeking a senior Product Success Technical Director – AI Adoption Engineering to lead the most challenging agentic escalations and serve as the trusted technical voice with executive customers.

This role sits at the intersection of customer need, platform capability, and field patterns to ensure reliable, governable AI deployments at enterprise scale. You will mentor engineers, raise the technical bar, and collaborate with Product and Engineering to surface architecture gaps

Qualifications

• Seasoned technical architect and escalation leader.
• Deep fluency with ServiceNow platform and agentic AI.
• Able to elevate teams through expertise and execution, not authority.

Responsibilities

• Own the hardest agentic escalations and drive path-to-green for at-risk go-lives.
• Lead cross-functional resolution efforts with account teams, Product, and Engineering.
• Provide consulting-grade technical architecture for Now Assist, AI Agents, and governance patterns.
• Elevate technical excellence and codify reusable escalation playbooks and tooling.
• Bridge field escalations with Product and Engineering to influence roadmap.

Skills

Root-cause diagnosis

Architectural design

Executive communication

Escalation leadership

Coaching teams

ServiceNow platform

Agentic AI

LLM integration

RAG

Multi-agent orchestration

Tools

Now Platform

Job description

ServiceNow, Inc. is seeking a senior Product Success Technical Director – AI Adoption Engineering to lead the most challenging agentic escalations and serve as the trusted technical voice with executive customers.

This role sits at the intersection of customer need, platform capability, and field patterns to ensure reliable, governable AI deployments at enterprise scale. You will mentor engineers, raise the technical bar, and collaborate with Product and Engineering to surface architecture gaps