Full-Time Senior Staff Technical Product Manager

We’re not yesterday’s IT department, we’re Digital Technology. The world keeps changing, so do we. We’re redefining IT with a mindset of transformation, experience, AI-driven automation, innovation, and growth. We deliver delightful, secure experiences for customers and employees. We strive to make the world work better for our employees and customers. In ServiceNow Digital Technology, you work for them.

We seek an experienced Technical Product Manager to lead our internal knowledge management strategy, focused on governance.

What you'll do:

• Own the vision and roadmap for enterprise knowledge management, aligning with business goals and employee needs.
• Establish and maintain governance policies for knowledge management.
• Work closely with engineering, UX, and stakeholders for seamless integration and adoption.
• Analyze data from knowledge bases and user interactions for improvement.
• Lead the evaluation and implementation of new ServiceNow knowledge management features.
• Engage with end-users and stakeholders for feedback and feature prioritization.
• Leverage AI, Gen AI, and automation tools to enhance knowledge creation, searchability, and content consumption.
• Define and track KPIs and OKRs for knowledge management (search accuracy, user engagement, knowledge article quality, employee productivity).
• Develop and lead training programs for knowledge management tools and processes.

To be successful:

• Minimum 12 years of experience in technical product management, focusing on knowledge management systems or related technologies.
• 2-4 years of experience with ServiceNow's ITSM product, including its knowledge management capabilities.
• Strong understanding of knowledge management governance processes.
• Proven track record of successfully launching and scaling knowledge management tools/features.
• Experience with data analysis tools, machine learning, or AI for product decisions.
• Excellent communication skills.
• Familiarity with agile methodologies and cross-functional team management.
• Knowledge of AI and machine learning.

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