Technical Staff Outbound Product Manager- ITSM/AI - ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role: 

The AI Insights Specialist is responsible for defining, planning & leading programs for the development of AI solution insights and best practices for our customers and partners to solve complex business challenges. This role requires a good understanding of AI and machine learning, as well as the ability to work effectively with cross-functional teams to deliver solutions that meet the needs of our internal stakeholders, customers, and partners. The AI Insights Specialist will also be responsible for managing customer use cases, value realization, AI governance practices, and engagements during the program lifecycle; ensuring that our customers are satisfied with our deliverables and that they are getting the most out of their AI investments while at the same time ensuring learnings are captured for scale teams.

The AI Insights Specialist is responsible for overseeing the successful delivery of the defined customer-based deliverables to meet the adoption needs of key stakeholders, and collaborating with the customer project team and partners. The AI Insights Specialist ensures proper governance and support from team members, addressing risks and issues. This role will also assemble and lead the ServiceNow cross-functional resources, track progress, and manage any deviations.

Key responsibilities include:

• Developing groundbreaking AI insights deliverables in the sphere of value, AI governance, and risk mitigation; and providing consultative and strategic deliverables on how fast following organizations can adopt Gen AI solutions.
• Understand customer adoption trends, aggregate these trends across 20+ customers, and develop best practices guidance for the next wave of Gen AI adopters.
• Understand Partner needs for implementing cutting edge Gen AI solutions, and keep pulse on emerging trends from both customers and partners as it relates to adoption practices and use case deployment.
• Proactively participate in customer engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. The AI Insights Specialist also provides regular updates to both customers and internal executive teams. They work with cross-functional projects, senior-level executives, and customers to deliver a unique set of guiding principles.
• The AI Insights Specialist acts as a thought leader, curating best-in-class advisory guidance across customers spanning multiple geographies and industries. They facilitate collaboration, decision-making, develop the path forward for scaled adoption. Coaching and managing team members to enable achievement of learnings from both the customer and the internal project team.

• A blend of technical expertise, management or advisory consulting experience, aptitude for storytelling, project management skills, and excellent communication abilities
• 5+ years in Customer Engagement, Marketing, or Program management roles
• Skills in business relationship management
• Prior experience with implementing, developing strategy for, or supporting ServiceNow products in an Enterprise
• Strong cross-functional, technical Program & Product and/or Marketing Management experience a plus
• Leading key programs & projects, including strategic customer programs within a fast-paced environment
• Ability to independently manage complex program objectives
• Experience defining and capturing product insights and collaborating with product teams
• Excellent documentation and presentation skills
• Ability to communicate abstract ideas clearly
• Willingness to work hands-on for impactful outcomes
• Experience with analytics and understanding of metrics and KPIs
• Thought leadership, critical thinking, and strategic thinking
• Ability to gather and analyze data to present decision options
• Facilitation skills in leading meetings, reviews, retrospectives, and customer workshops
• Strong customer orientation and the ability to anticipate and act
• Deep curiosity about customer needs and building customer relationships
• Demonstrated active listening and strong communication skills
• Ability to collate feedback for new initiatives and areas of improvement
• Quick learner with the ability to pick up tools, systems, processes and stays up-to-date on the latest AI and machine learning trends
• Strong prioritization skills to focus on high-impact activities
• Interpersonal skills and customer-centric attitude
• BS/BA degree in computer science, engineering, or related discipline preferred
• Flexibility to work across global time zones

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $158,500 - $277,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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