AI Solution Manager, ServiceNow Platform

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Team
Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customer-facing and internal projects. You'll 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 results-oriented visionary that likes to dream big, come join our team!
Who we are?
We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes and QE and multiple customer-focused 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.
What's our purpose?
Accelerate value realization of AI-powered 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. We'll 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 multi-language 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 follow-through 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 buy-in and stakeholder alignment for long-term success.
• Mentor internal teams, fostering a culture of customer-centric 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 real-world customer needs. By proactively capturing, analyzing, and acting on customer feedback, you will drive product innovation, accelerate AI adoption, and create measurable business impact-ultimately 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 problem-solving - Hands-on 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 up-to-date 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 fast-paced 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 high-impact activities to drive success.

Communication & Thought Leadership

• Effective Communication & Facilitation - Strong customer-facing communication skills, simplifying complex AI concepts, facilitating discussions, and driving decision-making.
• Leadership in AI Adoption - Experience guiding customers through AI transformation, ensuring successful adoption and long-term impact.
• Hands-On & Strategic Execution - Excellent documentation and presentation skills, with a willingness to be hands-on 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 customer-facing 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 50%

#Prodjobs
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
For positions in this location, we offer a base pay of $163,600 - $286,300, 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 [email protected] 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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