Senior AI Program Architect

ServiceNow; Massachusetts; Remote; USD 172,000 - 301,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Flexible time away

Family leave

Matching donations

Job summary

ServiceNow seeks a Principal Product Success Architect for the GAIL Core Team in the United States. You will set the strategic direction for the program, own the hardest engagements, and build the infrastructure and knowledge systems that scale capability across the practice.

You will mentor engineers, collaborate with product, engineering leadership, and customer success to translate field signal into product and program improvements, and represent the program in executive conversations.

Qualifications

• 8+ years of software engineering experience with enterprise product delivery.
• Expert-level coding in JavaScript and one or more languages (Java, Python) with production-scale systems.
• Deep experience deploying and integrating AI features and GenAI models across multiple environments.

Responsibilities

• Own the most complex GAIL engagements and escalations.
• Set strategic direction for GAIL tooling and infrastructure and own the roadmap.
• Evolve the GAIL playbook and quality standards across the practice.
• Identify patterns in failures and translate them into playbook changes and tooling.
• Mentor Core Team engineers and rotating staff to raise capability.
• Partner with product, engineering and customer success to translate field signal into improvements.
• Represent the program in executive customer conversations.

Skills

Software engineering

JavaScript

Python

AI deployment

Prompt engineering

Staff mentoring

Communication

Tools

Now Assist

AI Agents

Job description

ServiceNow seeks a Principal Product Success Architect for the GAIL Core Team in the United States. You will set the strategic direction for the program, own the hardest engagements, and build the infrastructure and knowledge systems that scale capability across the practice.

You will mentor engineers, collaborate with product, engineering leadership, and customer success to translate field signal into product and program improvements, and represent the program in executive conversations.