Principal Product Success Architect

Role Description

Principal AI Strategists on the PACE team play a critical role in guiding customers through their AI

transformation journey by leading business alignment, strategic advisory, and value realization activities

for ServiceNow’s AI capabilities.

Operating independently as the lead strategist on engagements, they drive AI roadmapping, governance

advisory, and organizational change management planning to ensure customers achieve long-term

business value from ServiceNow’s AI products including Now Assist, AI Agents, and Predictive

Intelligence. Building trusted relationships with senior business executives, they ensure alignment

between customer business objectives and AI solutions while scaling AI strategy expertise across internal

teams, customers, and partners.

Partnering closely with AI Architects in the PACE pairing model, AI Strategists own the business strategy

workstream—identifying ‘the why and what’ of AI adoption—while Architects own the technical

architecture and implementation (‘the how’). Together they deliver integrated service offerings that drive

measurable customer outcomes.

Department: Support and Product Success
Function: Consulting
Experience Level: Not Applicable