Note: The job is a remote job and is open to candidates in USA. ServiceNow is an AI control tower for business reinvention, bringing together AI, data, and workflows through its ServiceNow AI platform. The Staff Inbound Product Manager will own the strategy and delivery of the enterprise employee-facing Knowledge Management product, including governance, content quality, lifecycle tooling, and AI readiness. The role will define roadmaps, partner with engineering and platform teams, serve as an internal customer zero, and measure product adoption, quality, and AI performance.
Responsibilities
- 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
- 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
- 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
- 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
- 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
Skills
- 7+ years of Technical Product Management experience, with demonstrated ownership of knowledge management, content platforms, or enterprise self-service products at scale
- 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
- 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
Benefits
- Flexible or remote work persona
- Remote workplace type
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