About the company
It 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.
Responsibilities
- Own the Hardest Agentic Escalations: Front and resolve the most complex, highest-visibility agentic AI escalations across the install base, owning path-to-green for at-risk and RED go-lives.
- Lead cross-functional resolution efforts, aligning account teams, Product, and Engineering under a single technical plan.
- Serve as the calm, credible technical voice with customer executives when confidence in an AI deployment is on the line.
- Provide Consulting-Grade Technical Architecture: Design and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG and knowledge grounding, integrations, and guardrails/governance.
Requirements
- Root-cause diagnosis and resolution of complex, production agentic AI systems.
- Designing resilient agentic architectures (LLM integration, RAG, multi-agent orchestration, guardrails, and governance).
- Executive communication and trust-rebuilding during high-stakes escalations.
- Codifying escalation playbooks, reference architectures, and diagnostic tooling that scale beyond any one person.
- Coaching and elevating technical teams.
Conditions
- Work Persona: Flexible or Remote.
- Full-time, Employee Type: Regular.