Full-Time AI Solution Manager, ServiceNow

Join the AI Solution Success team in the Advanced Technology Group (ATG). Focused on customer-facing and internal projects.

Work with seasoned professionals on leading-edge, innovative projects.

Team Purpose: Accelerate value realization of AI-powered workflows for customers at scale.

Team Responsibilities:

• Validate AI solutions with early adopters, improving solutions with real customer data.
• Develop practical playbooks for new implementations.
• Boost AI adoption and drive future product innovation.
• Examples: improving customer adoption of multi-language Natural Language Understanding (NLU), AI Search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and Generative AI.

AI Solution Manager Responsibilities:

• Lead AI solution implementation programs, ensuring customers maximize value from ServiceNow AI.
• Capture customer feedback, analyze patterns, and collaborate with Product Management & Engineering for continuous improvements.
• Manage customer relationships, providing updates to executive stakeholders, addressing adoption challenges.
• Gather & analyze customer feedback to identify pain points and enhancement requests.
• Assess product adoption and usage trends.
• Act as the voice of the customer, driving issue resolution, usability improvements, and feature innovation.
• Ensure follow-through on feedback, tracking progress to address customer concerns and reflect in future releases.
• Capture and share best practices, success stories, and lessons learned.
• Provide internal enablement sessions, technical workshops, and training for customers and partners.
• Develop playbooks, case studies, and reusable assets for AI solution best practices.
• Act as a trusted advisor, guiding customers on AI strategy, industry trends, and product capabilities.
• Drive executive buy-in and stakeholder alignment for long-term success.
• Mentor internal teams, fostering customer-centric innovation.

Technical Expertise:

• 8+ years ServiceNow platform and AI expertise.
• Strong experience with ServiceNow Workflows, Architecture, and AI/GenAI products.
• Now Platform experience (forms, tables, app development, debugging, instance upgrades, provisioning).
• Technical problem-solving (troubleshooting and debugging complex implementations).
• Product influence (defining product requirements, collaborating with product teams).
• Continuous learning (staying up-to-date on AI, ML, and ServiceNow advancements).

Program & Project Management:

• Proven ability to manage complex programs in fast-paced environments.
• Strong expertise in technical program and project management.
• Skilled in business relationship management.
• Lead customer workshops, reviews, and retrospectives.

Communication & Thought Leadership:

• Strong customer-facing communication skills.
• Simplifying complex AI concepts.
• Guiding customers through AI transformation.
• Excellent documentation and presentation skills.

Requirements:

• BS/BA in Computer Science, Engineering, or related field (preferred)
• 8+ years of customer-facing experience (e.g., Customer Engagement, Solution Architecture, AI Implementation, Product Management, management consulting)
• Strong track record of leading enterprise AI deployments
• Flexibility to work across global time zones
• Ability to travel up to 50%

Compensation: $163,600 - $286,300, plus equity, variable/incentive compensation, and benefits.

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