Full-Time AI Solution Manager, ServiceNow Platform

Join the AI Solution Success team in the Advanced Technology Group (ATG). We focus on customer-facing and internal projects. Work with a team of seasoned professionals on leading-edge, innovative projects. This global team is highly collaborative and shares best practices.

About Us: A team of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes, QE, and customer-focused ML, SW, and QE engineers, with diverse expertise, drives customer adoption of AI experiences and guides customer-driven innovation.

Purpose: Accelerate the value realization of AI-powered workflows by customers at scale.

Responsibilities:

1. Lead AI solution implementation programs, ensuring customer value maximization from ServiceNow AI, managing risk, change, and alignment with customer objectives. Manage customer relationships and strategic engagement, providing updates to stakeholders, capturing sentiment, and addressing adoption challenges.
2. Gather and analyze customer feedback to identify pain points and enhancement requests. Assess product adoption and usage trends, designing and tracking metrics for engagement, usability, and performance.
3. Act as the voice of the customer, collaborating with Product Management and Engineering to resolve issues, improve usability, and drive feature innovation. Ensure follow-through on feedback, tracking progress.
4. Capture and share best practices, success stories, and lessons learned to accelerate AI adoption. Provide enablement sessions, technical workshops, and training for customers and partners. Develop playbooks, case studies, and reusable assets.
5. Act as a trusted advisor, guiding customers on AI strategy, industry trends, and product capabilities, driving executive buy-in and stakeholder alignment for long-term success.
6. Mentor internal teams, fostering a culture of customer-centric innovation.

Technical Expertise: 8+ years ServiceNow platform and AI experience. Strong experience with ServiceNow workflows, architecture, and AI/GenAI products in an enterprise environment.

Program & Project Management: Proven ability to manage complex programs in fast-paced environments. Strong expertise in technical program and project management.

Skills: Strong customer-facing communication skills, simplifying complex AI concepts, facilitating discussions, and driving decision-making. Experience guiding customers through AI transformation.

Requirements: BS/BA in Computer Science, Engineering, or related field. 8+ years in customer-facing roles (e.g., Customer Engagement, Solution Architecture, AI Implementation, Product Management). Strong track record of leading enterprise AI deployments.

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

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