Staff Technical Product Manager | Gen AI Product Builder

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The AI Frameworks & Solutions group is building a new AI Architecture team to experiment and build prototypes for potential new features.  We are seeking a skilled Technical Product Manager | Gen AI Product Builder who is also a proven builder, ready to work closely with our Platform engineering teams on innovative solutions that provide ServiceNow with a competitive advantage in platform and AI technologies. 

You will rely on your product management toolkit to identify and prioritize product hypotheses, and on your own AI-enabled rapid prototyping skills to put those hypotheses to the test.

This is not a traditional product owner role, but an incubation role:

You will become an expert at spotting gaps in our current product offerings, and your successful proofs-of-concept will graduate to become exciting new features for those products.  

The ideal candidate will have an engineering or solutions consulting background, in addition to 0:1 product management experience. This is an exciting opportunity to work at the forefront of AI innovation, leveraging emerging technologies to push ServiceNow’s product capabilities forward.  

Key Responsibilities:  

• Stay up to date with the latest trends and advancements in AI and platform technologies. Provide informed recommendations and insights to PM leadership.  
• Maintain your ability to rapidly prototype new features using the AI tools ServiceNow provides, including Figma Make, MS Copilot, Claude Code, SN Build Agent, and Windsurf.  
• Work on cross-functional teams, including engineering, design, user research, and AI research, to develop and launch new PoCs.  
• Effectively communicate and demonstrate PoC solutions to customers, and internal teams to gather feedback and iterate on solutions.  
• Collaborate and co-create with customers to deploy the PoC, understand their business requirements, pain points, and goals, and adapt PoC solutions to meet their needs. Initial focus will be on agentic systems.   
• Work closely with other stakeholders to define key performance indicators (KPIs), create scripts or processes to track them, and document the PoC success and value to customers.   

Qualifications:  

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry. 
• 8+ years of experience as a product manager or similar experience with education 
• Translate customer needs into clear requirements, generating explicit product-design hypotheses, testing those hypotheses quickly and inexpensively, and advocating for the addition of your proven features into a product roadmap 
• Strong experience working cross‑functionally to ensure successful execution, aligning engineering, design, and business stakeholders around delivering customer and business value. 
• Proficient in ServiceNow development, scripting (JavaScript, Glide, Python), and configuration. Experience with ServiceNow's core modules, including ITSM, ITOM, HRSD, CSM, or others is highly desirable.  
• Proven experience in designing and architecting complex solutions on the ServiceNow platform.  
• Experience working with PM, Design, Engineering and BUs.  
• Demonstrated ability to work directly with customers, understand their requirements, and translate them into functional solutions.  
• Excellent presentation, verbal, and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.  
• Strong analytical and problem-solving skills, with the ability to think creatively and propose innovative solutions.  
• Strong analytical skills with a data-driven approach to decision-making.  
• Passion for innovation and technology with an entrepreneurial mindset and a proactive and hands-on approach. Ability to thrive in a fast-paced, dynamic environment.  
• Ability to work closely with technical teams and understand technical challenges and opportunities. 
• Understanding and experience with Generative AI technologies is required.  

Nice to have: 

• Expertise in the ServiceNow platform and the ability to translate complex requirements into functional solutions will be critical in driving successful outcomes and with a strong understanding of the platform's capabilities, modules, and features.  
• Experience applying this methodology to develop innovative, user-centric products and services.  
• Skilled in conducting user research, facilitating co-creation workshops with customers, and guiding projects through all stages from ideation to PoC. 
• Prior experience designing and building software using Figma Make, MS Copilot, Claude Code, SN Build Agent, and/or Windsurf. 

 

Work Personas

We 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 Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We 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 Regulations

For 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. 

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