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ServiceNow is seeking a Principal AI Strategist for the PACE (Post-sale AI Customer Engagement) team to guide enterprise customers through AI transformation. This is a senior individual contributor role operating independently as the lead strategist on customer engagements, driving business alignment, strategic advisory, and value realization across ServiceNow's AI platform (Now Assist, AI Agents, Autonomous Workforce AI specialists, and ServiceNow Otto).
You will own the business strategy workstream in a pairing model with AI Architects, who handle technical implementation. Your responsibilities include developing AI roadmaps that move customers from pilots to scaled adoption, leading AI value discovery and realization conversations, building business cases and adoption roadmaps with account teams, and advising on AI governance frameworks aligned to regulatory and compliance requirements. You will lead organizational change management planning for AI initiatives, including stakeholder impact assessments and role-based training as AI agents take on end-to-end work.
Key responsibilities also include building trusted relationships with CIOs and executive sponsors, advising on the Assist consumption model and how agentic activity affects forecasting, providing governance advisory on responsible AI policies and AI Control Tower implementation, and supporting sales through presales strategy documents and Expert Services leads. You will contribute to thought leadership, white papers, and reusable playbooks that scale AI strategy expertise across the organization.
This role requires deep expertise in AI strategy, enterprise software consulting, and ServiceNow platform knowledge. You will translate technical usage data into executive-ready business narratives and develop ROI models and outcome dashboards that demonstrate AI value to business stakeholders.
REQUIREMENTS:
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 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 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
