Principal Success Architect - AI Control TowerFull-timeEmployee Type: RegularRegion: EMEA - Europe, Middle East and AfricaWork Persona: Flexible or RemoteCompany DescriptionIt all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.Join us to put AI to work for people.Job DescriptionWhat you get to do in this role:The AI & Platform Product Excellence team is responsible for enterprise AI adoption at scale and bridges product and field delivery across ServiceNow Otto, AI Agents, the AI Platform, and AI Control Tower. As an AICT Architect on a global team based in EMEA, you will drive customer outcomes, roadmap, and value realization for ServiceNow's AI Control Tower solution, which enables organizations to achieve responsible AI adoption at scale: AI inventory management, risk assessment, regulatory compliance (e.g. EU AI Act, NIST AI RMF, ISO 42001), and AI governance operational excellence.You will own adoption strategy and enterprise architecture decisions for AICT "AI Control Tower" implementations while also driving customer adoption, new product capabilities, and enablement. Delivery of these will span both advisory guidance and hand-on modes of support.Guide customers through AICT Adoption covering all five pillars of Discover, Secure, Govern, Observe and Value as the primary subject matter expertSupport customer engagements focused on EU AI Act compliance, responsible AI practices, and enterprise AI governance frameworks, including NIST AI RMF and ISO 42001Participate in technical implementation of AI Control Tower capabilities, including configuration, customization, and solution buildsPartner on enterprise architecture decisions for AICT implementations, ensuring alignment with customer platform strategy and existing investmentsManage technical stakeholder relationships including platform owners, ServiceNow administrators, GRC and compliance leads, and Office of the CSO/CDO to ensure successful AICT adoptionPartner with AI Strategists and AI&P colleagues to deliver integrated technical and business advisory offerings across the broader AI portfolioSupport new product introduction (NPI) launches for AICT, driving EMEA customer readiness, coordinating early adopter programs, and gathering launch feedbackDevelop and deliver enablement content, adoption playbooks, configuration guides, and best practice documentation to scale AICT expertise across the ecosystemAct as the voice of EMEA customers, synthesizing AI governance needs and product feedback for the AICT product organizationContribute to thought leadership and point-of-view documents, knowledge base articles, and other documentation to make ServiceNow's AICT capabilities more accessible to customers and partnersQualificationsTo be successful in this role you must have:Required (all candidates):5+ years of technology implementation or solution delivery experience, ideally within GRC, risk, or AI governance domainsCustomer-facing advisory or consulting experience with proven ability to translate technical capabilities into business outcomesStrong understanding of AI governance concepts, responsible AI frameworks, or regulatory compliance; EU AI Act, NIST AI RMF, or ISO 42001 experience highly desirableExcellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical audiencesStrong analytical and problem-solving skills with ability to work independently or as part of a teamA strong propensity for use & innovation across various AI toolsAdditionally, 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; ORExtensive GRC, risk management, or AI/ML governance background (5+ years) with demonstrated solution implementation experience; candidates will be supported in obtaining ServiceNow platform certifications (e.g. CSA, CAD) within first yearPreferred:Hands-on experience implementing ServiceNow AI Control Tower, GRC, or related governance and risk applicationsFamiliarity with enterprise AI/ML platforms, such as Azure AI, AWS, or Google Cloud, and how organizations deploy AI at scaleExperience supporting new product launches or early adopter programs for enterprise softwareFamiliarity with Agile methodologies and experience working in an Agile environmentStrong industry connections within the EMEA AI governance and compliance communityOther:Customer-focused mindset and commitment to delivering high-quality resultsAbility to work effectively across diverse EMEA markets and regulatory environments in a fast-paced, dynamic environmentMust be able to travel up to 30% annually primarily across the EMEA regionAdditional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact[email protected]for assistance.Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy Notice
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