Principal Product Success Architect

🔥 38 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $171.9k - $300.8k / year

⏰ Full Time

🔴 Lead

🏛️ Architect

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own the most complex and escalated GAIL and Go-Live Support engagements, including large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives • Set the strategic direction for GAIL tooling and infrastructure • Define and own the roadmap for next-generation program capabilities • Own and evolve the GAIL playbook and quality standards across the practice • Drive systemic improvements across customer engagements by identifying failure, complexity, and escalation patterns • Translate engagement insights into playbook changes and tooling investments • Mentor and develop Core Team engineers and high-potential rotating engineers • Partner with product, engineering leadership, and customer success on product and program improvements • Represent the program in strategic customer conversations and executive engagements

🎯 Requirements

• 8+ years of software engineering experience • Substantial depth in enterprise product work and hands-on customer or field delivery • Expert-level coding ability in JavaScript and one or more additional languages (Java, Python, or equivalent) • Proven track record of shipping and scaling production systems • Deep experience deploying and integrating AI features and GenAI models, including Now Assist, AI Agents, or equivalent platforms • Experience across multiple customer environments and deployment patterns • Strong judgment on prompt engineering and non-deterministic model behavior • Ability to advise on reliability, production readiness, and edge cases • Ability to build, own, and scale shared infrastructure and platforms used by multiple teams • Strong mentoring and coaching capability • Excellent communication and presence across technical and non-technical audiences • Demonstrated ability to influence and drive organizational change without formal authority

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs • Flexible or remote work persona

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