ServiceNow
Principal Product Success Architect
$172K–$301K
Waltham, Massachusetts, United States · Remote · Principal · Full-time · Posted Oct 15, 2026
- Experience
- 8+ years of software engineering experience.
About the job
Leads strategic direction and complex customer deployments for ServiceNow’s GAIL AI adoption program, while scaling its tooling, standards, and team capabilities.
What you'll do
- Own complex, escalated enterprise deployments and high-stakes go-lives.
- Set the roadmap for program tooling and infrastructure, and evolve the playbook and quality standards.
- Improve the practice through engagement insights, mentoring, and collaboration with product, engineering, and customer success.
What they ask for
- 8+ years of software engineering experience, including substantial enterprise product work and hands-on customer or field delivery.
- Expert-level JavaScript coding and proficiency in one or more additional languages, such as Java, Python, or equivalent; proven production-system delivery and scaling.
- Deep experience deploying and integrating AI features and GenAI models across customer environments; strong judgment about prompt engineering and model reliability.
- Proven ability to build and scale shared infrastructure, mentor engineers, communicate with technical and executive audiences, and drive organizational change.
Pay
$171,900 - $300,800 USD base salary
Tools
JavaScript, Java, Python, Now Assist, AI Agents
AI focus
Deploys and integrates AI features and GenAI models for customers, including advising on prompt engineering, model behavior, reliability, and production readiness.
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