Principal Product Success Architect

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

What you get to do in this role:

The AI & Platform Product Excellence team is responsible for enterprise AI adoption at scale and bridges product and field delivery across ServiceNow Otto, AI Agents, the AI Platform, and AI Control Tower. As an AICT Architect on a global team based in EMEA, you will drive customer outcomes, roadmap, and value realization for ServiceNow's AI Control Tower solution, which enables organizations to achieve responsible AI adoption at scale: AI inventory management, risk assessment, regulatory compliance (e.g. EU AI Act, NIST AI RMF, ISO 42001), and AI governance operational excellence.

You will own adoption strategy and enterprise architecture decisions for AICT "AI Control Tower" implementations while also driving customer adoption, new product capabilities, and enablement. Delivery of these will span both advisory guidance and hand-on modes of support.

• Guide customers through AICT Adoption covering all five pillars of Discover, Secure, Govern, Observe and Value as the primary subject matter expert
• Support customer engagements focused on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks, including NIST AI RMF and ISO 42001
• Participate in technical implementation of AI Control Tower capabilities, including configuration, customization, and solution builds
• Partner on enterprise architecture decisions for AICT implementations, ensuring alignment with customer platform strategy and existing investments
• Manage technical stakeholder relationships including platform owners, ServiceNow administrators, GRC and compliance leads, and Office of the CSO/CDO to ensure successful AICT adoption
• Partner with AI Strategists and AI&P colleagues to deliver integrated technical and business advisory offerings across the broader AI portfolio
• Support new product introduction (NPI) launches for AICT, driving EMEA customer readiness, coordinating early adopter programs, and gathering launch feedback
• Develop and deliver enablement content, adoption playbooks, configuration guides, and best practice documentation to scale AICT expertise across the ecosystem
• Act as the voice of EMEA customers, synthesizing AI governance needs and product feedback for the AICT product organization
• Contribute to thought leadership and point-of-view documents, knowledge base articles, and other documentation to make ServiceNow's AICT capabilities more accessible to customers and partners

To be successful in this role you must have:

Required (all candidates):

• 5+ years of technology implementation or solution delivery experience, ideally within GRC, risk, or AI governance domains
• Customer-facing advisory or consulting experience with proven ability to translate technical capabilities into business outcomes
• Strong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance; EU AI Act, NIST AI RMF, or ISO 42001 experience highly desirable
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiences
• Strong analytical and problem-solving skills with ability to work independently or as part of a team
• A strong propensity for use & innovation across various AI tools

Additionally, one of the following:

• Deep ServiceNow platform expertise (5+ years) with hands-on implementation across multiple product suites; CSA certification required, CIS or CAD expected within first year; OR
• Extensive GRC, risk management, or AI/ML governance background (5+ years) with demonstrated solution implementation experience; candidates will be supported in obtaining ServiceNow platform certifications (e.g. CSA, CAD) within first year

Preferred:

• Hands-on experience implementing ServiceNow AI Control Tower, GRC, or related governance and risk applications
• Familiarity with enterprise AI/ML platforms, such as Azure AI, AWS, or Google Cloud, and how organizations deploy AI at scale
• Experience supporting new product launches or early adopter programs for enterprise software
• Familiarity with Agile methodologies and experience working in an Agile environment
• Strong industry connections within the EMEA AI governance and compliance community

Other:

• Customer-focused mindset and commitment to delivering high-quality results
• Ability to work effectively across diverse EMEA markets and regulatory environments in a fast-paced, dynamic environment
• Must be able to travel up to 30% annually primarily across the EMEA region

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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