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.

We are looking for a highly motivated Inbound Product Manager, to be part of our cross-functional team of product managers, engineers, designers, legal experts, risk experts, and researchers who are building an ethical and trustworthy approach to responsible AI solutions for our customers.

With this role, you will be joining the Impact Product Management team. ServiceNow Impact combines predictive software with human ingenuity to help customers adopt ServiceNow solutions quickly, optimize platform health, amplify expertise, and realize value faster. Responsibilities include collaborating with senior leadership to define the strategic direction for the product area and translating it into actionable product plans; engaging cross-functionally with research, design, engineering, and other internal teams to align goals, manage dependencies, and drive execution; and creating feature plans for each release, including acceptance criteria and use cases.

The ideal candidate is bold, curious, results-oriented, and highly adept at building bridges. They thrive in a highly matrixed environment and excel at breaking down silos and collaborating across boundaries. They are willing to dive deep into complex problems and possess the influencing skills to bring teams together and deliver the right solutions.

Responsibilities

• Own the product strategy and roadmap for product area, with emphasis on data ingestion, model lifecycle management, grounding, prompt orchestration, output validation, and administrative experiences.
• Partner with engineering, design, and research to build robust, scalable platform components that address the unique customer challenges.
• Engage deeply with customers in partnership with Research and Outbound Partners to drive adoption, gather feedback, and continuously iterate on the roadmap based on evolving enterprise needs.
• Collaborate with Outbound partners to deliver ecosystem-aligned, data-powered solutions to market.
• Leverage existing ServiceNow capabilities while identifying key innovations needed to unlock the full value of AI across the product portfolio.
• Analyze competitive AI platform trends and identify whitespace opportunities to differentiate ServiceNow.
• Prototype and test new AI capabilities with cross-functional teams, translating early learnings into product direction.
• Champion customer-centric thinking across the organization and be the voice of ServiceNow Impact customers.
• Develop frameworks and methodologies to measure and communicate product value across customer segments.
• Monitor key performance indicators and business outcomes to assess the impact of Value Management initiatives.
• Conduct market research and competitive analysis to identify whitespace opportunities to differentiate ServiceNow Impact.
• Champion customer-centric thinking across the organization and be the voice of Impact platform users.

To be successful in this role you have:

• Bachelor's degree or higher in Computer Science, Engineering, Business, or related field.
• 5+ years of enterprise software product management experience, with at least 3 in SaaS; AI/ML or data platform experience strongly preferred.
• 3+ years of experience in Value Management or related domains preferred.
• Experience working in enterprise software environments and collaborating across global engineering, design, sales, and customer success teams.
• Proven track record of delivering high-quality, user-centric, and impactful products and initiative.
• Strong analytical skills and experience with value modeling, ROI analysis, and business case development.
• Experience in building or managing Gen AI platform capabilities, including data pipelines, model orchestration, LLM tuning, and evaluation frameworks, with a strong track record as an individual contributor.
• Strong understanding of the role of data in AI development—labeling, quality, governance, and how it impacts model performance and business outcomes.
• Excellent communicator who can tailor messages to technical and business audiences alike, from LLM practitioners to C-suite stakeholders.
• Thought leadership in Generative AI trends, AI safety and ethics, and enterprise AI adoption patterns.
• Obsession with product-market fit and delivering value at speed while maintaining a long-term architectural vision.
• Comfortable navigating complexity and ambiguity, with a bias for action and continuous learning.
• Analytical thinker with strong data literacy; able to connect technical metrics with product strategy and user outcomes.
• · Proven ability to translate customer needs into actionable product requirements.
• · Comfortable navigating complexity and ambiguity, with a bias for action and continuous learning.
• · Familiarity with ServiceNow's platform and application portfolio is a strong plus.

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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