What you get to do in this role: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-Native Senior Principal AI Architect, you will work with the product and, on occasion, client teams to design, productize, and pilot agentic & generative 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 meaningful use and 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 product adoption, and deliver a consistently excellent, AI‑enabled implementation journey that reduces deployment friction and improves renewal outcomes.Responsibilities: Set architectural standards for autonomous implementation agents (patterns, governance, observability, human‑in‑the‑loop).Validate agent viability across representative customer environments; de‑risk data, guardrails, and performance with STEP (Product Org).Engagement with Platform team and LLM providers to facilitate requirements for Agents (e.g., trust, latency, security)Provide technical advice and guidance to early adopter customers on how to best utilize ServiceNow’s AI-first implementation and adoption to dramatically reduce time-to-first-use.Collaborate with cross-functional teams, including platform and product management and engineering, Global Partners & Channels, Impact teams, and Expert Services, to prioritize, design, productize, and pilot ServiceNow’s AI-first implementation and adoption capabilities.Stay up-to-date with fast-changing industry trends and emerging AI / autonomous technologies in the field of GenAI and Agents, 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 partnersDesign 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. 
