Full-Time Senior Staff Technical Product Manager

We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century.

This opportunity is part of our Digital Customer Experience Group within Digital Technology. The Digital Customer Experience (DCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment.

What you get to do in this role:

We are seeking an experienced Technical Product Manager to lead the Product strategy and execution for User Profiling and Personalization, with a strong emphasis on processes and governance. In this high impact role, you will showcase your strategic thinking and thought leadership, customer engagement & storytelling skills, while also driving day to day execution and innovation excellence.

Product Strategy & Roadmap: Own the vision and roadmap for Profiling and Personalization of End users, aligning them with business goals and employee needs.

Requirements Definition: Define product requirements incorporating effective written and more creative, visual techniques (User Journey diagrams, sequence diagrams, experience mockups etc.). Create data flows and functional and technical specifications. Understand User personas and identify ideal customer profile.

Stakeholder Engagement and Cross Functional Collaboration: Engage with stakeholders to understand their needs, pain points, and feedback related to the Product. Collaborate with technical digital product teams.

Data-Driven Decisions: Analyze user interactions and services data to identify opportunities for improvement and enhancements.

Enablement and Feature Adoption: Lead the enablement of product features and drive adoption.

User Engagement & Feedback: Engage with end-users and internal stakeholders to gather feedback.

AI/Automation: Leverage AI, Gen AI, and automation tools to enhance knowledge creation.

Tracking: Define and track key performance metrics (KPIs) and objectives and key results (OKRs) for knowledge management.

Delivery: Manage the delivery of your product partnering with Engineering and Program Management, including PoC (Proof of Concept), Beta programs, Public Launch, and ongoing releases.

To be successful in this role you have:

1. Experience in leveraging or critically thinking about how to integrate AI into work processes.
2. 12+ years of Software Product Management experience with a focus on delivering features to end users.
3. Experience with User Profile management systems, Identity systems, SSO and data federation with a focus on Personalization.
4. Strong understanding of PII data and policies surrounding its use.
5. Experience in building Consumer grade experiences.

Team player attitude and willingness to work across diverse groups of stakeholders. Strong analytical approach, with attention to detail and excellent reporting skills.

Compensation: $168,900 - $295,600, plus equity, variable/incentive compensation and benefits.

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