Job DescriptionProduct Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products, and we are the last line of defense to protect our customers.
This is a rare opportunity to lead the technical direction of two of the company's most business lines. You will serve as the most senior technical member of the PEx team, architecting and deploying innovative solutions particularly agentic AI capabilities directly with our most strategic customers in Facilities Management and Core Business Services.
What You'll DoAs a principal technical expert in PEx, you will partner directly with customers to analyze their business and use cases, design solutions on the ServiceNow platform and supported products, and facilitate their deployment into production. You'll spend the majority of your time in customer-facing work: discovery, solutioning, and deployment situations. You will set the solution architecture and deployment patterns that your peers across CEG reuse across adoption & retention efforts, own the journey and business outcomes of the products you support, and raise the whole group's technical capability.
You will play a critical role in driving adoption and innovation across our supported products, with a focus on accelerating agentic AI adoption. You will partner closely with product teams to amplify the voice of the customer, influence roadmap decisions, and ensure our solutions deliver meaningful value. You'll lead customer programs, monitor customer health to support value realization, and drive renewals and advocacy.
Your work compounds: the patterns you establish are adopted across a growing team and customer base, and your influence extends back into the product lines and CEG. Your impact is measured by the soundness of your judgment, the patterns you establish, and the outcomes your customers achieve. You will scale specialized knowledge across the Customer Excellence Group, ensuring our entire team raises its capability alongside your work.
What You Get to Do in This Role- Lead innovation and new product adoption. Champion early adoption and pilot efforts for our new product releases. Collaborate with product teams to validate use cases and drive successful outcomes, particularly around AI-driven capabilities that reduce time-to-value
- Architect solutions on our products. Design solutions that address customer needs agentic AI workflows, system integrations, data architecture, and guardrails that fit cleanly into existing customer landscapes and deliver real value
- Drive strategic adoption. Lead the resolution of complex, high impact customer situations. Drive adoption of our products and support value realization across your customer base
- Manage escalations and at-risk accounts. Serve as the primary escalation point for critical customer issues. Proactively identify at-risk accounts through data and insights, develop remediation strategies, and drive alignment across account stakeholder teams to ensure renewal success
- Serve as trusted technical advisor. Be the senior engineering voice in customer conversations from technical working sessions to executive discussions clearly communicating what's possible, tradeoffs involved, and how to adopt solutions responsibly and safely
- Analyze customer use cases and scope solutions. Work directly with customer business and technical teams to understand their processes, data, and goals. Translate ambiguous problem statements into well-scoped use cases with clear success criteria and measurable outcomes
- Influence product strategy. Partner closely with Product Management and Engineering to feed field learnings back into the platform recurring use cases, gaps, technical friction so the platform improves for all customers. Advocate for roadmap priorities based on real customer impact
- Set technical strategy and standards for the group. Define the multi-engagement technical direction, reference architectures, and reusable deployment patterns that the CEG teams apply across customers, so successful engagements scale rather than being rebuilt each time
- Lead the PEx group technically. Provide architectural direction, review, and mentorship across the group's engagements. Unblock the hardest technical problems and raise the overall standard of solutioning and delivery
A demonstrated track record of designing, deploying, and operating production software and AI solutions in customer-facing settings, with clear evidence of leading complex engagements to successful business outcomes. As a Principal PEx Manager, this person is a recognized technical authority who is highly autonomous: they set the multi-engagement technical strategy and architecture standards the CEG org follows, drive their own agenda in alignment with org goals, navigate organizational ambiguity confidently.
Qualifications- Facilities Management and Employee Workflows domain expertise is mandatory. (Facilities Management, Health and Safety, Core Business Services, Finance, Legal, Contracts etc)
- Overall 7+ years of work experience with ServiceNow platform a technical or techno-functional customer facing role, delivering ServiceNow / Facilities Management / Employee Workflows product lines implementations
- ServiceNow Certified Master Architect, Certified Technical Architect certifications are desired. Advanced degrees or relevant certifications are a plus but are not a substitute for demonstrated ability to ship reliable solutions with AI-native practices
- Customer-facing solution delivery. Extensive experience working directly with customers to analyze needs, architect solutions, and deploy them to production in a forward-deployed, professional services, solution architecture, or comparable delivery or success role
- Agentic AI and applied ML. Hands on experience designing and operating autonomous agent systems: planning, tool invocation, memory, context design, and guardrails and a working command of the LLM behavior, evaluation, and failure modes needed to reason about and verify agentic solutions in production. This is not an AI research or foundation-model role
- Customer engagement and communication. Excellent communication and stakeholder skills, able to run discovery and working sessions, influence customer technical and executive audiences, and clearly convey capabilities, limitations, tradeoffs, and risk
- Experience in shaping strategic programs that span multiple business units, leveraging deep platform and Workplace product expertise and customer insights to influence roadmap and adoption strategies
- Possesses deep-rooted expertise and an active presence in the Facilities and Employee workflows industries, leveraging domain knowledge and industry relationships to shape product strategy and drive the success of focused solutions
- Experience working with cross-functional teams, including product, process owners, engineers, sales, and marketing professionals
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
For positions in this location, we offer a base pay of
$190,900 - $300,100, 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 InformationWork PersonasWe 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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
