Principal Product Success Architect
About The Position
Principal AI Strategists on the PACE team play a critical role in guiding customers through their AI transformation journey by leading business alignment, strategic advisory, and value realization activities for ServiceNow’s AI capabilities. Operating independently as the lead strategist on engagements, they drive AI roadmapping, governance advisory, and organizational change management planning to ensure customers achieve long-term business value from ServiceNow’s AI products including Now Assist, AI Agents, and Predictive Intelligence. Building trusted relationships with senior business executives, they ensure alignment between customer business objectives and AI solutions while scaling AI strategy expertise across internal teams, customers, and partners. Partnering closely with AI Architects in the PACE pairing model, AI Strategists own the business strategy workstream—identifying ‘the why and what’ of AI adoption—while Architects own the technical architecture and implementation (‘the how’). Together they deliver integrated service offerings that drive measurable customer outcomes.
Requirements
- 5 years of experience working as a consultant in Software or technology industries
- 5 years of experience on the ServiceNow platform
- 3+ years of experience working with multiple AI tools and LLM's
Responsibilities
- Operates independently as the lead AI strategist on customer engagements; drives business alignment and value conversations
- Develops AI roadmaps to drive customer adoption and successful utilization of AI products across the ServiceNow platform
- Leads AI value discovery and realization conversations with customers, articulating business outcomes and building the case for continued AI investment
- Partners with AI Architects to deliver integrated service offerings, with strategists leading business alignment and architects driving technical implementation
- Provides AI governance advisory services (e.g., responsible AI policy frameworks, data classification guidance, executive steering committee charters), helping customers establish organizational readiness for AI adoption including alignment with applicable regulatory, privacy, and compliance requirements
- Leads organizational change management planning for AI initiatives (e.g., stakeholder impact assessments, adoption communication campaigns, role-based training curricula)
- Drives customer activation by building AI business cases and adoption roadmaps in partnership with the account team; monitors consumption and intervenes on stagnation
- Builds trusted relationships with senior business executives including CIOs and department heads; owns executive stakeholder alignment on AI strategy
- Proactive in sales support; drives Expert Services leads for AI strategy engagements
- Contributes to thought leadership documents, white papers, knowledge base articles, and strategic advisory frameworks to scale AI strategy expertise
- Develops and refines techniques to demonstrate AI value to business stakeholders
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
