Technical AI Program Manager, ITSM

Technical Ai Program Manager, ITSM

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Customer Excellence Group - Strategy & Product - Catalyst Center of Excellence will be responsible for partnering with the Platform and Product Business Unit Product Management and Engineering organizations to deliver a transformational AI-first implementation and adoption experience for ServiceNow's customers. You are being hired to work on one of the most exciting initiatives at one of the fastest-growing Enterprise AI companies in the industry. As an AI Strategist / Program Manager, you will work with the product, BU, and client delivery teams to design, productize, and pilot Agentic AI-first setup and implementation experiences, establishing a standardized setup process and unifying admin workflows behind a single front door that guides customers from day-one sandbox through next-best actions to measurable value. You'll drive early pilots across ServiceNow's core product families, partner tightly with Platform and Product BU product management and engineering, and collaborate with strategic partners and early adopters. Your North Star : dramatically compress time-to-first-meaningful-use, accelerate adoption, and deliver a consistently excellent, AI-enabled implementation journey that reduces deployment friction, enhances customer experience, and improves renewal outcomes.

Responsibilities :

• In partnership with the ServiceNow platform and product BUs, develop an AI-first, autonomous implementations roadmap to drive customer adoption and successful implementation and adoption of ServiceNow's products.
• As Program Manager, you will build this roadmap, create and manage the program plan around it for a specific set of products, and execute it to completion, jointly executed as Pilots with hand-selected internal and external customers.
• Translate the voice of the customer and telemetry into productized agent requirements and readiness content; partner with AI Architects and Product teams on solution design.
• Stay up-to-date with industry trends and emerging technologies in the field of GenAI and Agentic AI, and apply this knowledge to continuously improve and evolve ServiceNow's implementation & adoption offerings.
• Contribute to thought leadership and point-of-view documents, white papers, knowledge base articles, reference architectures, and other documentation to make information about ServiceNow's AI-first implementation & adoption capabilities more accessible to the broader Impact Delivery organization, customers, and partners.
• Assist Enablement team and Partner team with Enablement and Training material to see through the success of this Autonomous Implementation effort.
• Design and validate product-specific agents (e.g., ITSM-Core guided setup, CSM case mapping, HRSD onboarding) with BU teams.
• Co-drive pilots with ServiceNow's early adopter customers (enterprise clients and Systems Integrators).

To be successful in this role you have :

For positions in this location, we offer a base pay of $162,600 - $284,600, plus equity (when applicable), variable / incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.