Principal Product Success Architect

Principal AI Strategists on the PACE team guide customers through their AI transformation by leading business alignment, strategic advisory, and value realization for ServiceNow's AI platform. That platform includes Now Assist, AI Agents, Autonomous Workforce AI specialists, and ServiceNow Otto, the unified AI experience that brings conversational AI, enterprise search, voice, and data exploration into one governed front door.

You will operate independently as the lead strategist on customer engagements. You will drive AI roadmapping, governance advisory, and organizational change management planning so that customers move beyond pilots to sustained, expanding consumption and measurable business outcomes. As customers shift from AI that assists to AI that completes work across systems, you will help executives decide where autonomous execution fits, how to govern it with AI Control Tower, and how to measure what it delivers.

You will partner closely with AI Architects in the PACE pairing model. Strategists own the business strategy workstream ("the why and what"). Architects own technical architecture and implementation ("the how"). Together you deliver integrated service offerings that drive measurable customer outcomes. You will also build trusted relationships with CIOs, department heads, and executive sponsors, and scale your expertise through reusable assets, enablement, and thought leadership.

Responsibilities

• Operate independently as the lead AI strategist on customer engagements, driving business alignment and value conversations
• Develop AI roadmaps that move customers from first activation to scaled adoption across Now Assist, AI Agents, AI specialists, and the Otto experience as it rolls out, sequencing quick wins against longer-term transformation milestones
• Lead AI value discovery and realization conversations, translating usage and adoption data into executive-ready business outcomes and building the case for continued AI investment
• Build AI business cases and adoption roadmaps with the account team, monitor consumption, and intervene proactively when adoption stalls
• Advise customers on the Assist consumption model, including how agentic and headless activity affects forecasting and expansion planning
• Provide AI governance advisory (responsible AI policy frameworks, data classification guidance, executive steering committee charters), including how to govern agents and external AI integrations through AI Control Tower and AI Gateway, aligned to regulatory, privacy, and compliance requirements
• Lead organizational change management planning for AI initiatives, including stakeholder impact assessments, adoption communications, and role-based training, with attention to how roles change as AI agents take on end-to-end work
• Partner with AI Architects to shape the joint solution approach, with strategists leading business alignment and architects leading technical implementation
• Build trusted relationships with senior business executives and own executive stakeholder alignment on AI strategy
• Support sales activity proactively, including contributing to presales strategy documents and driving Expert Services leads for AI strategy engagements. PACE is a post-sale organization, so this role influences sales rather than owning it
• Contribute to thought leadership, white papers, knowledge base articles, and strategic advisory frameworks that scale AI strategy expertise
• Develop and refine techniques, including ROI models, business case frameworks, and outcome dashboards, that demonstrate AI value to business stakeholders
• Contribute to reusable digital assets, playbooks, and enablement tools for internal teams, partners, and customers

Required

• 5+ years as a consultant or advisor in software or technology industries
• 5+ years of experience on the ServiceNow platform, with working knowledge of ServiceNow's AI capabilities (Now Assist, AI Agents, and related offerings)
• 3+ years of hands-on experience with multiple AI tools and large language models, including evaluating where they create, or fail to create, business value
• Demonstrated ability to lead executive-level conversations and build business cases, roadmaps, and value realization frameworks for technology adoption
• Experience advising on AI governance, change management, or adoption in complex enterprises
• Strong written and verbal communication, with the ability to translate technical usage data into business narratives for CIOs and department heads

Preferred

• Familiarity with agentic AI concepts, including AI agents, multi-agent orchestration, and open standards such as MCP and A2A
• Understanding of AI governance and observability approaches for agents, and of how regulatory and compliance requirements shape enterprise AI adoption
• Familiarity with ServiceNow's AI-native packaging and consumption model
• Experience with enterprise AI front-door or employee-experience platforms, such as conversational assistants, enterprise search, and voice agents
• Experience building reusable enablement assets, playbooks, or advisory frameworks
• Track record of supporting presales or services pipeline within a post-sale or customer success organization
• Relevant ServiceNow certifications

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 [email protected] 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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