Teams at ServiceNow

Own the strategy and growth of ServiceNow’s online community ecosystem, including contributor acquisition, engagement, retention, employee and expert participation, gamification, advocacy, moderation partnerships, and community intelligence. Analyze participation, sentiment, and quality metrics to provide actionable insights to Product, Marketing, Customer Success, and leadership. Build scalable programs, influence cross-functional stakeholders, and strengthen community health, trust, and business value.

Leads complex product launches and market activation initiatives across multiple teams, workstreams, stakeholders, and executive audiences. Builds integrated plans, manages dependencies, risks, milestones, and launch readiness reviews; coordinates portfolio sequencing and launch-day command centers; develops executive dashboards and communications; and drives continuous improvement. The role requires strategic program orchestration, strong stakeholder influence, executive presence, and the ability to deliver high-visibility launches under compressed timelines.

Leads high-severity agentic AI escalations and enterprise architecture engagements for strategic customers. Diagnoses production issues, designs resilient architectures using LLMs, RAG, orchestration, integrations, guardrails, and governance, and restores executive confidence during at-risk go-lives. Mentors technical teams, develops reusable playbooks and reference architectures, and partners with Product and Engineering to improve platform reliability and roadmap outcomes. This is an individual contributor role requiring deep technical leadership and customer-facing escalation expertise.