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AI Solutions Manager, Platform

2 months ago

Addison, Texas, United States ServiceNow Full time
Job Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

We serve approximately 85% of the Fortune 500, and we're proud to be one of FORTUNE 100 Best Companies to Work For and World's Most Admired CompaniesTM. Learn more on our blog and hear from our employees about their experiences working at ServiceNow.

We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Overview

Come join the AI Solution Success team in the Advanced Technology Group (ATG). We are focused on customer-facing and internal projects. You'll work alongside a team of seasoned professionals working on leading edge, innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions, so if you are a results-oriented visionary that likes to dream big, come join our team.

Our Team

We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes and QE and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer driven innovation within ATG.

Our Purpose

Accelerate value realization of AI-powered workflows by customers at scale.

What We Do

Work with early adopters to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical playbooks to guide new implementations, boost adoption and drive future product innovation. Some of the work the team has been instrumental at is to improve customer adoption of our multi-language Natural Language Understanding (NLU), AI search, Issue Auto-Resolution and other related AI solutions with customers.

Key Responsibilities
  • Define, plan, and lead programs for the implementation of AI solutions for our customers to solve complex business challenges.
  • Manage customer relationships and engagements during the program lifecycle, ensuring that our customers are satisfied with our solutions and that they are getting the most out of their AI investments while at the same time ensuring learnings are captured for product improvement.
  • Oversee the successful delivery of the defined solution to meet the customer's requirements within budget and on time, following ServiceNow's NowCreate methodology, and collaborating with the customer project team and partners.
  • Ensure proper governance and support from team members, addressing risks and issues. Assemble and lead the ServiceNow resources, track progress, and manage any deviations.
Qualifications
  • A blend of technical expertise, project management skills, and excellent communication abilities.
  • 8+ years in Customer Engagement or Program management roles.
  • Skills in business relationship management.
  • Prior experience with implementing or supporting ServiceNow products in an Enterprise.
  • Strong cross-functional, technical Program & Project Management experience.
  • Leading key programs & projects, including strategic customer programs within a fast-paced environment.
  • Ability to independently manage complex program objectives.
  • Experience defining and capturing product requirements and collaborating with product teams.
  • Excellent documentation and presentation skills.
  • Ability to communicate abstract ideas clearly.
  • Willingness to work hands-on for impactful outcomes.
  • Experience with analytics and understanding of metrics and KPIs.
  • Thought leadership, critical thinking, and strategic thinking.
  • Ability to gather and analyze data to present decision options.
  • Excellent negotiation and persuasion skills.
  • Facilitation skills in leading meetings, reviews, retrospectives, and customer workshops.
  • Strong customer orientation and the ability to anticipate and act.
  • Deep curiosity about customer needs and building customer relationships.
  • Demonstrated active listening and strong communication skills.
  • Ability to collate feedback for new initiatives and areas of improvement.
  • Quick learner with the ability to pick up tools, systems, processes and Stays up-to-date on the latest AI and machine learning trends.
  • Strong prioritization skills to focus on high-impact activities.
  • Interpersonal skills and customer-centric attitude.
  • BS/BA degree in computer science, engineering, or related discipline preferred.
  • Flexibility to work across global time zones.