产品成功技术总监
Product Success Technical Director
这一切始于工程师Fred Luddy为他的同事Phyllis编写了一段自动化繁琐任务的代码。她感动得喜极而泣。这一时刻激发了Fred创建一家能够为每个人实现这种价值的公司——让人们摆脱琐碎工作，专注于有意义的事情。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何流程，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在构建一种AI原生文化，让技术和人才携手不可阻挡。而我们才刚刚开始。
加入我们，让AI为人们工作。
这个职位是个人贡献者岗位。
团队
AI采用工程团队是将ServiceNow的AI投资转化为实际可参考客户成果的交付引擎。我们是处理我们现有安装中最为复杂的代理AI升级问题的一线团队。这是代理AI与生产现实交汇的地方——稳定处于风险中的上线，加固部署，并将辛苦获得的现场经验转化为可扩展的重复模式。
为什么这个职位很重要
企业正在将代理AI从引人注目的演示带入生产环境，最困难的问题恰恰在上线时浮现：可靠性、编排、基础和治理。当一个战略客户的代理部署面临风险时，必须有人来负责——诊断根本原因，在压力下做出正确的架构决策，恢复高管信心，并让客户回到绿色状态。
作为产品成功技术总监–AI采用工程，你是代理升级和预防这些问题的架构咨询的高级技术权威。你位于最具挑战性的客户情况、我们平台的代理能力以及决定AI采用是否成功的现场模式的交汇点。
这个职位适合一位资深、值得客户信赖的技术领导者，他能在危机中掌控局面，在实时情况下做出合理的架构决策，提升团队的技术标准，并保持足够的亲力亲为来调试生产中的代理系统。
你是什么样的人
你是一位经验丰富的技术架构师和升级负责人，在压力下依然保持冷静。你能够快速赢得客户高管的信任，迅速找到根本原因，并将模糊、高压的情况转化为稳定的结果和可重复的资产。你对ServiceNow平台和现代代理AI都有深入的理解，并且
查看英文原文
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.
This role is an individual contributor position.
Team
AI Adoption Engineering is the delivery engine that turns ServiceNow's AI investments into live, referenceable customer outcomes. We are the front line for resolving the most complex agentic AI escalations across our install base. This is where agentic AI meets production reality—stabilizing at-risk go-lives, hardening deployments, and turning hard-won field learnings into reusable patterns that scale.
Why This Role Matters
Enterprises are moving agentic AI from compelling demos into production, and the hardest problems surface exactly at go-live: reliability, orchestration, grounding, and governance. When a strategic customer's agentic deployment is at risk, someone has to own that moment—diagnose root cause, make the right architectural call under pressure, restore executive confidence, and get the customer to green.
As Product Success Technical Director – AI Adoption Engineering, you are the senior technical authority for agentic escalations and the architecture consulting that prevents them. You sit at the intersection of our most demanding customer situations, our platform's agentic capabilities, and the field patterns that determine whether AI adoption sticks.
This role is built for a senior, customer-credible technical leader who can hold the room in a crisis, make sound architecture decisions in real time, elevate the team's technical bar, and remain hands-on enough to debug agentic systems in production.
Who You Are
You are a seasoned technical architect and escalation leader who stays calm under fire. You build trust with customer executives quickly, cut to root cause fast, and turn ambiguous, high-pressure situations into stabilized outcomes and reusable assets. You are deeply fluent in both the ServiceNow platform and modern agentic AI, and you elevate the people around you through expertise and execution rather than authority.
Your strengths include:
· Root-cause diagnosis and resolution of complex, production agentic AI systems
· Designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance)
· Executive communication and trust-rebuilding during high-stakes escalations
· Codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person
· Coaching and elevating technical teams
· You embody ServiceNow values:
· Wow our Customers • Win as a Team • Stay Hungry and Humble • Create Belonging
What You’ll Do
· Own the Hardest Agentic Escalations
· Front and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning path-to-green for at-risk and RED go-lives.
· Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
· Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
· Provide Consulting-Grade Technical Architecture
· Design and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance via AI Control Tower.
· Advise customers and field teams on the best-practice patterns that de-risk agentic adoption before problems reach production.
· Set the architectural direction for how we deliver reliable, governable agentic AI at enterprise scale.
· Elevate Team Technical Excellence
· Set the technical bar for the team's escalation and architecture work, and mentor engineers toward that bar.
· Codify reusable escalation playbooks, reference architectures, and diagnostic tooling so hard-won solutions become repeatable capability, not tribal knowledge.
· Raise team standards for reliability, reuse, and executive-grade communication.
· Close the Loop to Product
· Act as a strategic conduit between field escalations and Product/Engineering.
· Convert escalation patterns and architecture gaps into structured, prioritized input that hardens agentic capabilities before they become the next escalation.
· Partner with Product and Engineering to stress-test emerging capabilities and shape roadmap where reliability and governance are decisive for adoption.
What Success Looks Like
· Customer Impact: Strategic customer engagements result in measurable outcomes, referenceable wins, and reusable assets.
· Team Growth: AI Futures team members demonstrate improved storytelling, customer fluency, demo quality, and execution consistency.
· Reusable Value: Demos, frameworks, and patterns influenced by this role see broad adoption across field teams, SCs, and customer pilots.
· Product Influence: Customer-driven insights lead to platform improvements, roadmap shifts, or feature hardening prior to GA.
· Trusted Technical Advisor: Customers, field teams, PM, and Engineering view you as a credible and dependable leader who bridges invention and adoption.
For positions in this location, we offer a base pay of $199,100 - $348,400, 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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