Full-Time AI Solution Manager, ServiceNow

Join the AI Solution Success team!

Come join the AI Solution Success team in the Advanced Technology Group (ATG). We work on customer-facing and internal projects. You'll work alongside seasoned professionals on leading-edge, innovative projects to drive business growth.

Team Overview

• Highly collaborative global team sharing best practices.
• Focus on scalable AI solutions.
• Results-oriented and visionary team members.

Purpose

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

Responsibilities

• Lead AI solution implementation programs, maximizing ServiceNow AI value for customers.
• Manage customer relationships and strategic engagement, providing updates and proactively addressing adoption challenges.
• Gather and analyze customer feedback to identify pain points and enhancement requests.
• Assess product adoption and usage trends, designing and tracking metrics.
• Collaborate with Product Management and Engineering to drive issue resolution and feature innovation.
• Capture and share best practices, success stories, and lessons learned to accelerate AI adoption.
• Provide internal enablement sessions, technical workshops, and training for customers and partners.
• Develop playbooks and case studies to scale best practices.
• Act as a trusted advisor, guiding customers on AI strategy and product capabilities.
• Mentor internal teams, fostering customer-centric innovation.

Requirements

• Technical Expertise: 8+ years in ServiceNow platform and AI, strong understanding of ServiceNow Workflows, Architecture, and AI/GenAI products.
• Problem-solving: Experience troubleshooting and debugging complex implementations.
• Product influence: Experience defining product requirements, collaborating with product teams, and advocating for enhancements.
• Continuous learning: Stay updated on AI, ML, and ServiceNow advancements.
• Program & Project Management: Proven ability to manage complex programs and initiatives in fast-paced environments.
• Customer & Stakeholder Engagement: Skilled in relationship management and collaboration.
• Communication: Strong customer-facing communication skills and ability to simplify complex AI concepts.
• Hands-on approach: Willingness to be hands-on to drive meaningful outcomes.

Education and Experience

• BS/BA in Computer Science, Engineering, or related field (preferred).
• 8+ years of experience in customer-facing roles (e.g., Customer Engagement, Solution Architecture, AI Implementation, Product Management).
• Strong track record of leading enterprise AI deployments.
• Flexibility to work across global time zones.
• Ability to travel up to 15%.

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