ServiceNow

Staff Inbound Product Manager

ServiceNow • $130K — $155K *
US-AnywhereRemote in Orlando, FL
Enterprise Technology
5 - 7 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 7+ years of experience in Technical Product Management focusing on knowledge management or enterprise self-service products
  • Fluency in AI applications in work processes, especially in automating workflows and drafting requirements
  • Experience delivering at least one measurable AI-powered product
  • Daily use of AI tools like Claude or Copilot in work routines
  • Proven ability to design governance structures that foster accountability and standards
  • Strong technical judgment in feature scoping and writing acceptance criteria
  • Effective communicator able to bridge content quality issues and product strategies with stakeholders

Responsibilities

  • Own the product vision and roadmap for enterprise Knowledge Management, focusing on article authoring and lifecycle management
  • Define and prioritize product requirements while collaborating with engineering, UX, and platform teams
  • Guide the enterprise Knowledge Governance model for accountability and coverage
  • Build a knowledge lifecycle framework that operates efficiently at enterprise scale
  • Define AI-facing knowledge quality standards and id gaps in the knowledge base
  • Surface knowledge gaps that lead to AI failures before they affect employees
  • Serve as internal customer zero for KM capabilities and validate product features

Benefits

  • Flexible work personas accommodating remote or office-based arrangements
  • Opportunity to influence the product roadmap and customer engagements through structured feedback
  • Engagement in a critical role that directly impacts employee self-service experiences across the enterprise
  • Involvement with AI readiness in knowledge management, positioning the role at the forefront of technological integration
  • Collaboration with cross-functional teams and influence over governance models
Full Job Description
Job Description

Knowledge is the connective tissue of employee self-service, and the quality of that knowledge influences how well AI systems perform. Bad articles don't just frustrate employees; they produce assured wrong answers from AI agents. This role exists to close that gap.

As a Staff Technical Product Manager on the AI Experiences & Platform Products team, you will own the product strategy and delivery for ServiceNow's enterprise employee-facing Knowledge Management product, built on ServiceNow Knowledge Center. You will drive governance frameworks, article lifecycle tooling, content quality standards, and the AI-readiness of the knowledge base that powers Now Assist, Moveworks and Employee Works across the enterprise. You will also serve as the internal customer zero for ServiceNow KM capabilities, validating features and representing production experience in customer-facing forums.

What you get to do in this role

Product ownership & roadmap
  • Own the technical product vision and roadmap for the enterprise employee-facing Knowledge Management product, including article authoring experience, lifecycle management, governance tooling, and AI readiness capabilities
  • Define, prioritize, and refine requirements; document epics and stories with clear acceptance criteria; drive end-to-end feature delivery in partnership with engineering, UX, and platform teams
  • Make trade-off choices between what's possible, desirable, and viable and communicate the reasoning clearly to stakeholders across DT and the business domains.

Knowledge governance
  • Guide the enterprise Knowledge Governance model: ownership structure, champion accountability, pillar coverage, and scaled governance across all employee-facing knowledge domains
  • Build and maintain the knowledge lifecycle framework, authoring, republishing, expiry, and retirement with policies and operational workflows that work at enterprise scale without constant intervention
  • Define and operationalize the Knowledge Health Score and standards that connect article quality to AI system performance across the enterprise

AI-readiness & content quality
  • Own the product definition for AI-facing knowledge quality: structural requirements, quality standards, and gap identification across the enterprise knowledge base
  • Partner with IT Service Management Team (AI Agents), Search & Conversational Interfaces (Now Assist and Moveworks) teams to understand how knowledge quality affects AI confidence and answer accuracy and build the feedback loop into governance
  • Surface and prioritize knowledge gaps that cause AI failures or broken self-service experiences before they reach employees

Customer zero
  • Serve as ServiceNow's internal customer zero for ServiceNow Knowledge Center and Now Assist authoring capabilities.
  • Validate features, surface issues early, and provide structured product feedback that influences the ServiceNow KM product roadmap
  • Represent production experience in Now-on-Now customer engagements and executive briefing centers; translate internal results into credible customer-facing narratives

Success measurement
  • Define adoption, quality, and AI-performance metrics across the enterprise KM product; instrument them and establish baselines
  • Examine usage data and knowledge telemetry to inform prioritization; validate impact post-launch
  • Run retrospectives; use what the data says to drive iteration


Qualifications

To be successful in this role you have:
  • 7+ years of Technical Product Management experience, with demonstrated ownership of knowledge management, content platforms, or enterprise self-service products at scale
  • Fluency in AI:
  • Experience using AI in your own work processes such as drafting requirements, reviewing data, automating workflows, not just awareness of AI trends
  • Delivered at least one AI-powered product or AI-consuming capability with measurable outcomes
  • Day-to-day fluency in tools like Claude, Copilot, as part of how you work, not an occasional experiment
  • Governance instincts: you can design accountability structures that hold, build standards people didn't ask for, and get buy-in without a mandate
  • Strong technical judgment - you can scope a feature, write testable acceptance criteria, and hold a credible conversation with an engineer about implementation trade-offs
  • Clear communicator across audiences: you can translate content quality problems into business risk for a VP, and translate product strategy into actionable requirements for a scrum team
  • Demonstrated ability to turn ambiguous problems into a structured, prioritized roadmap


Preferred qualifications
  • Hands-on experience with ServiceNow Knowledge Management, Knowledge Center, or Now Assist and/or Moveworks.
  • Familiarity with how AI retrieval works and how knowledge structure affects AI answer quality
  • Experience working with knowledge taxonomy, metadata standards, or content structure in a context where AI or search performance depended on it
  • Prior experience in customer zero, as design partner, or internal beta capacity for an enterprise SaaS product


Additional Information

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.

About ServiceNow

ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations in North America, Europe, the Middle East, Africa, the Asia Pacific, and other countries. The company offers service management solutions, including incident, problem, change, request, and cost management as well as service catalogs; and IT, HR, facilities, and field service management solutions. It also provides IT operations management solutions covering service mapping, delivery, and assurance solutions; business management solutions such as financial management, project portfolio suite, vendor performance management, and performance analytics as well as governance, risk, and compliance; and application development services.

ServiceNow Careers

Join the dynamic team at ServiceNow, a global leader in digital workflow solutions, where innovation and leadership converge to shape the future of work. At ServiceNow, we offer more than just job opportunities; we provide a platform for professional growth and a chance to be part of a culture that values diversity, creativity, and continuous learning.

Work You’ll Do

Embark on a career journey with ServiceNow and contribute to the world’s leading enterprises' digital transformation. Our team is at the forefront of developing cutting-edge technologies that improve how people work. With ServiceNow, you will use your skills to impact businesses and industries profoundly, driving efficiency and innovation.

Join Our Market-Leading Team

ServiceNow is not just another technology company. We are a team that thrives on diversity and leadership, fostering an inclusive environment that promotes growth and development. Our commitment to diversity training ensures that every team member can achieve their potential.

Innovative Work

ServiceNow is home to more than 10,000 dedicated professionals who lead the charge in digital workflows and enterprise solutions. As part of our team, you will engage in projects that merge technology with practical applications, creating revolutionary products that advance how services are delivered and managed.

Career Development

At ServiceNow, your career trajectory is filled with boundless opportunities. We support your growth with robust training programs, leadership development courses, and access to global challenges. Whether you are looking for an internship, full-time position, or leadership role, ServiceNow equips you with the tools to excel.

Be Part of a Great Team

Working at ServiceNow means being part of a community that values teamwork and innovation. Our collaborative environment encourages networking and sharing ideas, making our workplace vibrant and dynamic. The benefits of joining ServiceNow extend beyond comprehensive health and wellness; they include fostering professional connections and friendships that last a lifetime.

Explore Job Opportunities and Internships

Whether you’re a seasoned professional or a recent graduate, ServiceNow offers a range of employment options to suit your career goals. From internships that provide real-world experience to full-time positions that challenge you to leverage your expertise, we are committed to hiring the best talent.

Stay Connected

Join Our Team Search open positions that match your skills and interests. At ServiceNow, we look for passionate, curious, and solution-driven team players. Explore the possibilities that await you at a company that is committed to your professional success.

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ServiceNow Careers

Empowering professionals to achieve more, ServiceNow is where careers are future-proofed, and ambitions are realized. Join us in our journey of growth and innovation.
Learn more about ServiceNow
Size
16,881 employees
Market Cap
$76.5 billion
Industry
Information Technology
Net Income
$118.5 million
Founded
2004
5 Year Trend
+33.5%
Revenue
$4.5 billion
NASDAQ
NOW
* Ladders Estimates

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