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ServiceNow is seeking a Principal Success Architect to drive customer outcomes and enterprise adoption of its AI Control Tower solution within the EMEA region. You will be a core member of the AI & Platform Product Excellence team, responsible for bridging product and field delivery across ServiceNow's AI platform offerings.
In this role, you will own adoption strategy and enterprise architecture decisions for AI Control Tower implementations, serving as the primary subject matter expert guiding customers through all five pillars: Discover, Secure, Govern, Observe, and Value. You will support customer engagements focused on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks (NIST AI RMF, ISO 42001).
Key responsibilities include:
- Guide customers through AI Control Tower adoption covering inventory management, risk assessment, regulatory compliance, and governance operational excellence
- Participate in technical implementation including configuration, customization, and solution builds
- Partner on enterprise architecture decisions ensuring alignment with customer platform strategy
- Manage technical stakeholder relationships across platform owners, ServiceNow administrators, GRC/compliance leads, and Chief Security/Data Officers
- Support new product introduction launches, driving customer readiness and early adopter programs
- Develop enablement content, adoption playbooks, configuration guides, and best practice documentation
- Act as the voice of EMEA customers, synthesizing AI governance needs and product feedback for the product organization
- Contribute to thought leadership, knowledge base articles, and documentation
You will work across diverse EMEA markets and regulatory environments in a fast-paced setting, with up to 30% annual travel primarily within EMEA.
REQUIREMENTS:
Required (all candidates):
- 5+ years of technology implementation or solution delivery experience, ideally in GRC, risk, or AI governance domains
- Customer-facing advisory or consulting experience with proven ability to translate technical capabilities into business outcomes
- Strong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance; EU AI Act, NIST AI RMF, or ISO 42001 experience highly desirable
- Excellent communication and interpersonal skills to effectively communicate technical concepts to non-technical audiences
- Strong analytical and problem-solving skills with ability to work independently or as part of a team
- Strong propensity for use and innovation across various AI tools
Additionally, one of the following:
- Deep ServiceNow platform expertise (5+ years) with hands-on implementation across multiple product suites; CSA certification required, CIS or CAD expected within first year; OR
- Extensive GRC, risk management, or AI/ML governance background (5+ years) with demonstrated solution implementation experience; candidates will be supported in obtaining ServiceNow platform certifications (CSA, CAD) within first year
Preferred:
- Hands-on experience implementing ServiceNow AI Control Tower, GRC, or related governance and risk applications
- Familiarity with enterprise AI/ML platforms (Azure AI, AWS, Google Cloud) and how organizations deploy AI at scale
- Experience supporting new product launches or early adopter programs for enterprise software
- Familiarity with Agile methodologies and experience in Agile environments
- Strong industry connections within EMEA AI governance and compliance community
- Customer-focused mindset and commitment to delivering high-quality results
- Ability to work effectively across diverse EMEA markets and regulatory environments
