AI Solution Manager ServiceNow Platform

Team

Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customerfacing and internal projects. Youll work alongside a team of seasoned professionals working on leading edge innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions so if you are a resultsoriented visionary that likes to dream big come join our team!

Who we are

We are a team composed of crossfunctional SMEs from ATG Platform Business Units Customer Outcomes and QE and multiple customerfocused teams of ML SW and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences as well as guide customer driven innovation within ATG.

Whats our purpose

Accelerate value realization of AIpowered workflows by customers at scale.

What we do

Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. Well create practical playbooks to guide new implementations boost adoption and drive future product innovation. Some of the work the team has been instrumental at is to improve customer adoption of our multilanguage Natural Language Understanding (NLU) AI search Issue AutoResolution and other related AI solutions with customers.

What you get to do in this role:

The AI Solution Manager is accountable for defining planning & leading programs for the implementation of AI solutions for our customers to solve complex business challenges. This role requires a good comprehension of AI and machine learning as well as the ability to work effectively with crossfunctional teams to deliver solutions that meet the needs of our customers. The AI Solution Manager will also be accountable for managing customer relationships and engagements during the program lifecycle ensuring that our customers are satisfied with our solutions and that they are getting the most out of their AI investments while at the same time ensuring learnings are captured for product improvement.

The AI Solution Manager is accountable for overseeing the successful delivery of the defined solution to meet the customers requirements within budget and on time following ServiceNows NowCreate methodology and partnering with the customer project team and partners. The AI Solution Manager ensures proper governance and support from team members addressing risks and issues. They assemble and lead the ServiceNow resources track progress and manage any deviations.

Key responsibilities include:

Leading the delivery team managing engagement governance timeline scope risk change management resourcing reporting and financials. The AI Solution Manager also manages the business relationship with customers providing regular updates to both customers and internal executive teams. They work with crossfunctional projects seniorlevel executives and customers to deliver a unique customer experience.
The AI Solution Manager acts as a thought leader guiding successful delivery and customer outcomes. They facilitate collaboration decisionmaking and customer buyin for proposed solutions. Coaching and managing team members to enable achievement of engagement deliverables and desired business outcomes.
The AI Solution Manager manages multiple programs simultaneously identifies gaps proposes solutions presents the value proposition to customers during and after the initiative and actively facilitates capture of the best practices and learnings from both the customer and the internal project team.

Qualifications :

• A blend of technical expertise project management skills and excellent communication abilities.
• 8 years in Customer Engagement or Solution Architect roles.
• Skills in business relationship management.
• Prior experience with implementing or facilitating ServiceNow products in an Enterprise environment.
• Strong crossfunctional technical Program & Project Management experience.
• Leading key programs & projects including strategic customer programs within a fastpaced environment.
• Ability to individually manage complex program goals.
• Experience defining and capturing product requirements and collaborating with product teams.
• Excellent documentation and presentation skills.
• Ability to communicate abstract ideas clearly.
• Willingness to work handson for impactful outcomes.
• Experience with analytics and understanding of metrics and KPIs.
• Thought leadership critical thinking and strategic thinking.
• Ability to gather and analyze data to present resolution options.
• Excellent negotiation and influencing skills.
• Facilitation skills in leading meetings reviews retrospectives and customer workshops.
• Strong customer orientation and the ability to anticipate and act.
• Deep curiosity about customer needs and building customer relationships.
• Demonstrated active listening and strong communication skills.
• Ability to collate feedback for new initiatives and areas of improvement.
• Quick learner with the ability to pick up tools systems processes and Stays uptodate on the latest AI and machine learning trends.
• Strong prioritization skills to focus on highimpact activities.
• BS/BA degree in computer science engineering or related discipline preferred.
• Flexibility to work across global time zones.

#Prodjobs

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

For positions in this location we offer a base pay of $163600 $286300 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 Information :

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status 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 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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