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 Qualifications 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