Senior Staff Product Success Architect
工程师弗雷德·卢迪写代码，为他的同事菲利斯自动化了一个无聊的任务。她哭了喜悦的眼。那一刻激励弗雷德建立一个公司可以让每个人都从忙碌的工作中解放出来，以便他们能够专注于有意义的工作。今天，ServiceNow 是企业重塑的人工智能控制塔。我们的 ServiceNow AI 平台将任何 AI,任何数据和工作流程都聚集在一起，帮助85%的富士顿500®公司更聪明，快速和更好地工作。我们正在建设一种人工智能原生文化，技术和人才无法停止一起工作。我们刚刚开始。加入我们来为人们提供人工智能服务。盖尔 (Get AI Live) 计划直接部署工程师进入战略客户参与，以推动真正的 AI 采用和可测量的价值实现。盖尔团队是该计划背后的永久引擎：建立了机构知识，工具和高级专业知识的稳定基础，使每一个接触者，以及每个旋转工程师都比上个更好。作为盖尔团隊的高级工作人员软件工程师，你设置了程序规模，拥有最困难的接触和升级，并构建了整个实践中提高能力的基础设施和知识系统。这将技术交付和项目策略桥梁。你将以最复杂的部署为例，同时塑造程序如何发展来处理更难的问题和接触更多客户。在这个角色中，你能做些什么：·拥有最复杂，升级的 GAIL 和 Go-Live 支持承诺大型企业部署，收购集成以及高风险的 Go-lives,其中项目声誉在线上。·设定 GAIL 工具和基础设施的战略方向定义下一代能力该计划需要并拥有构建它们的路线图。·拥有整个实践中的 GAIL 游戏手册和质量标准定义大秀看起来是什么，并在整个程序保持其行列。· 推动客户参与度的系统改进识别失败模式，复杂性和升级模式并将其转化为操作簿变革和工具投资。· 导师和开发团队工程师和高潜力的轮换员积极提高周围人员的能力，塑造下一代领导者。· 深入与产品合作，工程领导力和客户成功进行翻译。
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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.
The GAIL (Get AI Live) program deploys engineers directly into strategic customer engagements to drive real AI adoption and measurable value realization. The GAIL Team is the permanent engine behind that program: the stable foundation of institutional knowledge, tooling, and senior expertise that makes every engagement, and every rotating engineer, better than the last.
As a Senior Staff Software Engineer on the GAIL Team, you set the strategic direction for how the program scales, own the hardest engagements and escalations, and build the infrastructure and knowledge systems that raise capability across the entire practice. This role bridges technical delivery and program strategy. You lead by example on the most complex deployments while shaping how the program evolves to handle harder problems and reach more customers.
What you get to do in this role:
· Own the most complex, escalated GAIL and Go-Live Support engagements — large-scale enterprise deployments, acquisition integrations, and high-stakes go-lives where program reputation is on the line.
· Set the strategic direction for GAIL tooling and infrastructure — defining the next-generation capabilities the program needs and owning the roadmap to build them.
· Own and evolve the GAIL playbook and quality standards across the entire practice — defining what great looks like and holding the line on it program-wide.
· Drive systemic improvements across customer engagements — identifying patterns in failure modes, complexity, and escalations, and translating them into playbook changes and tooling investments.
· Mentor and develop the Team engineers and high-potential rotators — actively raising the capability of the people around you and shaping the next generation of leaders.
· Partner deeply with product, engineering leadership, and customer success to translate field signal into product and program improvements.
· Represent the program in customer-facing strategic conversations and executive engagements.
To be successful in this role you have:
· 8+ years of software engineering experience, with substantial depth in both 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), with a 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, across multiple customer environments and deployment patterns.
· Strong judgment on prompt engineering and non-deterministic model behavior, including the ability to advise on reliability, production readiness, and edge cases.
· A strategic mindset about standards, tooling, and scalability — you balance pragmatism with the long-term health of the program.
· Proven ability to build, own, and scale shared infrastructure and platforms that multiple teams depend on.
· Strong mentoring and coaching capability — you actively develop the engineers around you and leave them better than you found them.
· Excellent communication and presence across technical and non-technical audiences, including customer executives and internal leadership.
· Demonstrated ability to influence and drive change at a program or organizational level without formal authority.
For positions in this location, we offer a base pay of $171,900 - $300,800, 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.
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 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.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 globaltalentss@servicenow.com 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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