Senior Staff Product Manager, AI-Native IT Service Management

🔥 4 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $190.9k - $334.1k / year

⏰ Full Time

🟠 Senior

✅ Product Manager

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own an AI-native ITSM product end to end, from customer problem through launch criteria and production performance • Set product strategy for the Service Operations portfolio supporting ServiceNow’s growth toward $10B+ in revenue • Prototype interactions, build evaluation harnesses, and analyze agent execution logs • Define quality standards for autonomous agents in operational contexts • Work with design partners across service desk, application and infrastructure support, DevOps and SRE, and major incident command • Build in customer environments against real incidents, changes, and root-cause analyses, then generalize learnings • Own outcome metrics such as time to resolve, change failure rate, and repeat incidents • Partner with Customer Success and ensure instrumentation measures product impact • Align peer product managers and guide multiple teams through ambiguous product development • Write strategy, specifications, and analysis • Coach other product managers

🎯 Requirements

• 12+ years of software product management experience • Track record of shipping complex enterprise products that customers love and that drive meaningful business outcomes • Ownership of an AI-native product end to end and accountability for its quality bar • Knowledge of enterprise-grade AI, including quality bars, guardrails, telemetry, and customer trust • Working knowledge of IT service operations, including incidents, changes, and on-call • Familiarity with workflow orchestration, workspace design, Flow Designer, and extensibility patterns • Ability to engage in architecture discussions and make informed trade-offs • Experience working with large enterprises with complex customizations, compliance requirements, and high expectations • Experience defining and capturing product requirements, user stories, and product roadmaps • Deep curiosity about customer needs and track record of building authentic customer relationships • Ability to drive solution development through systems thinking • Ability to serve as a product lead and mentor junior team members • Experience integrating AI into work processes, decision-making, or problem-solving • Preferred: depth in IT service operations, including incident and major incident, change, problem and RCA, CMDB, on-call, or AIOps • Preferred: agent evaluation experience, including eval set design and LLM-as-judge • Preferred: hands-on prototyping and analysis using tooling, data, and logs • Preferred: zero-to-one experience • Preferred: experience migrating a large installed base onto a materially different experience • Preferred: AI-native working habits and evidence of changing how a team works • Preferred: familiarity with Salesforce, Jira Service Management, Freshworks, and BMC

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs

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