Senior AI Platform & Strategy Architect

ServiceNow, Inc.; Waltham (MA); On-site; USD 172,000 - 301,000; Full time

Benefits offered by this job

Health plans

401(k) 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 in Waltham, MA. You will set strategic direction, own the hardest engagements, and build the infrastructure to scale the program across customers.

You will mentor engineers, define tooling roadmaps, and partner with product, engineering leadership, and customer success to translate field signals into product improvements. Strong communication and leadership are essential.

Qualifications

• 8+ years of software engineering experience in enterprise product work and field delivery.
• Expert-level coding in JavaScript and one or more languages (Java, Python).
• Experience deploying and integrating AI features and GenAI models across multiple environments.
• Strong judgment on prompt engineering and model behavior; advise on reliability and readiness.
• Strategic mindset about standards, tooling, and scalability for programs.
• Proven ability to build and scale shared infrastructure used by multiple teams.
• Strong mentoring and coaching to raise capability of engineers.
• Excellent communication with technical and non-technical audiences, including executives.

Responsibilities

• Own the most complex GAIL and Go-Live engagements for large-scale deployments and integrations.
• Define the roadmap for GAIL tooling and infrastructure.
• Evolve the GAIL playbook and quality standards across the practice.
• Drive improvements by identifying patterns in failures, complexity, and escalations.
• Mentor core team engineers and rotating staff to build leadership.
• Collaborate with product, engineering leadership, and customer success to translate field signals into improvements.
• Represent the program in customer-facing strategic conversations and executive engagements.

Skills

8+ years software engineering

Expert JavaScript

Java or Python

AI feature deployment

prompt engineering

infrastructure leadership

mentoring

customer communication

influence at program level

Job description

ServiceNow is seeking a Principal Product Success Architect for the GAIL Core Team in Waltham, MA. You will set strategic direction, own the hardest engagements, and build the infrastructure to scale the program across customers.

You will mentor engineers, define tooling roadmaps, and partner with product, engineering leadership, and customer success to translate field signals into product improvements. Strong communication and leadership are essential.