AI Solution Manager, ServiceNow Platform
AI Solution Manager, ServiceNow Platform
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1 Vacancy
Job Description
Team
Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customerfacing and internal projects. Youll work alongside a team of seasoned professionals working on leading edge innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions so if you are a resultsoriented visionary that likes to dream big come join our team!
Who we are
We are a team composed of crossfunctional SMEs from ATG Platform Business Units Customer Outcomes and QE and multiple customerfocused teams of ML SW and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences as well as guide customer driven innovation within ATG.
Whats our purpose
Accelerate value realization of AIpowered workflows by customers at scale.
What we do
Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. Well create practical playbooks to guide new implementations boost adoption and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multilanguage Natural Language Understanding (NLU) AI Search Task Intelligence Issue Auto Resolution Document Intelligence and most recently Generative AI with customers.
What you get to do in this role:
As an AI Solution Manager you will lead AI solution implementation programs ensuring customers maximize value from ServiceNow AI. A key aspect of this role is capturing customer feedback analyzing patterns and working closely with Product Management and Engineering to drive continuous product improvements.
Key Responsibilities:
Customer Engagement & Program Leadership
- Lead AI solution delivery and governance by managing risk change and alignment with customer objectives while ensuring seamless execution.
- Manage customer relationships and strategic engagement providing executive stakeholders with regular updates capturing sentiment and proactively addressing adoption challenges.
Customer Feedback Analysis & Product Evolution
- Gather and analyze customer feedback from deployments executive discussions and user interactions to identify recurring pain points and enhancement requests.
- Assess product adoption and usage trends designing and tracking key metrics to evaluate engagement usability and performance across customers.
- Act as the voice of the customer collaborating with Product Management and Engineering to drive timely issue resolution usability improvements and feature innovation.
- Ensure followthrough on feedback tracking progress to guarantee customer concerns are addressed and reflected in future releases.
Knowledge Sharing & AI Enablement
- Capture and share best practices success stories and lessons learned to accelerate AI adoption.
- Provide internal enablement sessions technical workshops and training for both customers and partners.
- Develop playbooks case studies and reusable assets to scale AI solution best practices.
Thought Leadership & AI Expertise
- Act as a trusted advisor guiding customers on AI strategy industry trends and product capabilities while driving executive buyin and stakeholder alignment for longterm success.
- Mentor internal teams fostering a culture of customercentric innovation and ensuring AI solutions deliver maximum impact.
Why This Role Matters:
At ServiceNow our customers are at the heart of everything we do. This role plays a vital part in ensuring AI solutions evolve based on realworld customer needs. By proactively capturing analyzing and acting on customer feedback you will drive product innovation accelerate AI adoption and create measurable business impactultimately shaping the future of AI at ServiceNow.
Qualifications :
To be successful in this role you must have:
Technical Expertise
- Expertise of 8 years in ServiceNow platform and AI Strong experience with ServiceNow Workflows Architecture and AI/GenAI products in an Enterprise environment including Now Platform building blocks (forms tables app development debugging instance upgrades and provisioning).
- Technical problemsolving Handson experience troubleshooting and debugging complex implementations ensuring optimal performance and seamless AI model integration.
- Product influence Experience defining and capturing product requirements collaborating with product teams to influence roadmaps and advocating for enhancements based on customer needs.
- Continuous learning Quick learner who stays uptodate on AI ML and ServiceNow advancements applying the latest innovations to improve customer outcomes.
Program & Project Management
- Program & Project Leadership Proven ability to independently manage complex programs including strategic customer initiatives in fastpaced environments. Strong expertise in technical program and project management.
- Customer & Stakeholder Engagement Skilled in business relationship management fostering strong partnerships with key stakeholders through effective communication and collaboration.
- Facilitation & Prioritization Ability to lead customer workshops reviews and retrospectives ensuring alignment while focusing on highimpact activities to drive success.
Communication & Thought Leadership
- Effective Communication & Facilitation Strong customerfacing communication skills simplifying complex AI concepts facilitating discussions and driving decisionmaking.
- Leadership in AI Adoption Experience guiding customers through AI transformation ensuring successful adoption and longterm impact.
- HandsOn & Strategic Execution Excellent documentation and presentation skills with a willingness to be handson to drive meaningful outcomes.
What You Will Bring:
- A BS/BA degree in Computer Science Engineering or a related discipline (preferred).
- 8 years of experience in customerfacing roles such as Customer Engagement Solution Architecture AI Implementation Product Management or management consulting
- A strong track record of leading enterprise AI deployments managing multiple stakeholders and driving business impact.
- Flexibility to work across global time zones in a highly collaborative environment.
- Ability to travel up to 15%
#Prodjobs
For positions in this location we offer a base pay of $163600 $286300 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information :
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. Learn more here.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status 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 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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Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
