layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Principal Product Success Architect at ServiceNow, Austin, TX

Operate independently as the lead AI strategist on customer engagements, driving business alignment and value conversations
Develop AI roadmaps that move customers from first activation to scaled adoption across Now Assist, AI Agents, AI specialists, and the Otto experience as it rolls out, sequencing quick wins against longer-term transformation milestones
Lead AI value discovery and realization conversations, translating usage and adoption data into executive-ready business outcomes and building the case for continued AI investment
Build AI business cases and adoption roadmaps with the account team, monitor consumption, and intervene proactively when adoption stalls
Advise customers on the Assist consumption model, including how agentic and headless activity affects forecasting and expansion planning
Provide AI governance advisory (responsible AI policy frameworks, data classification guidance, executive steering committee charters), including how to govern agents and external AI integrations through AI Control Tower and AI Gateway, aligned to regulatory, privacy, and compliance requirements
Lead organizational change management planning for AI initiatives, including stakeholder impact assessments, adoption communications, and role-based training, with attention to how roles change as AI agents take on end-to-end work
Partner with AI Architects to shape the joint solution approach, with strategists leading business alignment and architects leading technical implementation
Build trusted relationships with senior business executives and own executive stakeholder alignment on AI strategy
Support sales activity proactively, including contributing to presales strategy documents and driving Expert Services leads for AI strategy engagements. PACE is a post-sale organization, so this role influences sales rather than owning it
Contribute to thought leadership, white papers, knowledge base articles, and strategic advisory frameworks that scale AI strategy expertise
Develop and refine techniques, including ROI models, business case frameworks, and outcome dashboards, that demonstrate AI value to business stakeholders
Contribute to reusable digital assets, playbooks, and enablement tools for internal teams, partners, and customers

Required
5+ years as a consultant or advisor in software or technology industries
5+ years of experience on the ServiceNow platform, with working knowledge of ServiceNow's AI capabilities (Now Assist, AI Agents, and related offerings)
3+ years of hands-on experience with multiple AI tools and large language models, including evaluating where they create, or fail to create, business value
Demonstrated ability to lead executive-level conversations and build business cases, roadmaps, and value realization frameworks for technology adoption
Experience advising on AI governance, change management, or adoption in complex enterprises
Strong written and verbal communication, with the ability to translate technical usage data into business narratives for CIOs and department heads
Preferred
Familiarity with agentic AI concepts, including AI agents, multi-agent orchestration, and open standards such as MCP and A2A
Understanding of AI governance and observability approaches for agents, and of how regulatory and compliance requirements shape enterprise AI adoption
Familiarity with ServiceNow's AI-native packaging and consumption model
Experience with enterprise AI front-door or employee-experience platforms, such as conversational assistants, enterprise search, and voice agents
Experience building reusable enablement assets, playbooks, or advisory frameworks
Track record of supporting presales or services pipeline within a post-sale or customer success organization
Relevant ServiceNow certifications
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 and their assigned work location.
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. 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.

Principal Product Success Architect

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