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ServiceNow is seeking a Principal AI Strategist to join the PACE (Professional Advisory and Consulting Engagement) team. In this role, you will serve as the lead strategist on customer engagements, guiding enterprise clients through their AI transformation journey. You will operate independently to drive business alignment, strategic advisory, and value realization across ServiceNow's AI platform, including Now Assist, AI Agents, Autonomous Workforce AI specialists, and ServiceNow Otto.
Key responsibilities include developing AI roadmaps that move customers from initial activation to scaled adoption, leading value discovery and realization conversations that translate usage data into executive-ready business outcomes, and building AI business cases with account teams. You will advise on the Assist consumption model and how agentic and headless activity affects forecasting and expansion planning. A critical part of the role is providing AI governance advisory—helping customers establish responsible AI policy frameworks, data classification guidance, and executive steering committee charters, including governance of agents and external AI integrations through AI Control Tower and AI Gateway aligned to regulatory and compliance requirements.
You will lead organizational change management planning for AI initiatives, including stakeholder impact assessments, adoption communications, and role-based training. You'll partner closely with AI Architects in a pairing model where you own the business strategy workstream ("the why and what") while architects own technical implementation ("the how"). Building trusted relationships with CIOs, department heads, and executive sponsors is essential. You will also scale expertise through reusable assets, enablement, and thought leadership—contributing to white papers, knowledge base articles, strategic advisory frameworks, ROI models, business case frameworks, and outcome dashboards. While PACE is a post-sale organization, you will support sales activity by contributing to presales strategy documents and driving Expert Services leads for AI strategy engagements.
Requirements:
- 5+ years as a consultant or advisor in software or technology industries
- 5+ years of hands-on experience with the ServiceNow platform, including 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 demonstrated ability to evaluate 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 skills, with ability to translate technical usage data into business narratives for CIOs and department heads
Preferred qualifications include familiarity with agentic AI concepts (AI agents, multi-agent orchestration, open standards like MCP and A2A), understanding of AI governance and observability approaches for agents, familiarity with ServiceNow's AI-native packaging and consumption model, experience with enterprise AI front-door or employee-experience platforms (conversational assistants, enterprise search, voice agents), track record of building reusable enablement assets and playbooks, experience supporting presales or services pipeline within a post-sale or customer success organization, and relevant ServiceNow certifications.
