Staff AI Product Manager

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. 

With more than 7,400 customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

What you get to do in this role:   

Product Strategy

• Drive product vision and strategy that delight ServiceNow’s customers and developer community and help us stand out in the marketplace
• Collaborate with researchers and designers on defining and testing innovative ideas
• Validate product designs and prototypes with customers
• Own technical/feature-based competitive analysis
• Engage internal stakeholders and partners to obtain necessary inputs for product strategy & roadmap, get buy-in/commitments, and manage expectations

Customer Insights

• Understand how customers are using the product, gains & pains, reasons for low usage
• Develop/refine user personas and use cases
• Know top representative 5-10 customers intimately, their specific use cases, gains & pains
• Be the voice of the customer and provide a business perspective on value

Product Planning and Release Management

• Define product roadmap and key success metrics; ensure they are instrumented & reviewed
• Gather, prioritize and define requirements for each release
• Create alignment with other BUs
• Create feature plans for each release, including acceptance criteria, use cases, etc.
• Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues

Pricing and Packaging

• Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product’s pricing and packaging
• Implement packaging definitions in the product and build necessary license and entitlement verifications

Enablement

• Create base documentation and enable Outbound PM and Docs team
• Work with Now on Now team to deliver content and make sure product is being used internally and aligned with best practices
• Lead press and analyst briefings

To be successful in this role you have:

• 10 years of professional experience in Product Management with a background in either Data Science or Engineering
• Deep experience with data science, AI, ML, and analytics, either through a degree in technical and/or numerical disciplines like Computer Science, Mathematics, Statistics or Electrical Engineering, or equivalent work experience.
• Experience delivering AI-powered capabilities and products/solutions
• The ability to make trade-off decisions between possible, desirable, and viable, which requires a good sense of what is technically feasible
• Strong prioritization skills and the discipline to focus on high impact activities.... to do this, you must be good at saying, 'no' and having folks accept it.... to do this, you must be good at articulating how prioritized initiatives will benefit them
• Top notch written and oral communication skills
• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap
• Exceptional problem-solving skills
• Enjoys working in a highly collaborative environment
• Passion for design thinking, product management best practices and shaping the future of how enterprises will collaborate
• Ability to travel approximately 15% 
•  
• Bonus Points:
• Experience deriving insight from data and using it to transform business and/or operations.
• Experience working with ServiceNow
• Demonstrated ability to work collaboratively in a fast-moving, team environment with ambiguity and complexity

FD21

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

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