Principal Product Success Architect

Company Description It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention.

Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500 work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Role Description 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 Service Now’s AI capabilities.

Operating independently as the lead strategist on engagements, they drive AI road mapping, governanceadvisory, and organizational change management planning to ensure customers achieve long-term business value from Service Now’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 strategyworkstream—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.

Qualifications What are the unique job responsibilities for this role?5 years of experience working as a consultant in Software or technology industries5 years of experience on the Service Now platform3+ years of experience working with multiple AI tools and LLM's
• 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 Service

Now 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 withthe 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

Additional…