Staff Inbound Product Manager- Agent Skills - 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.

Job Description

What you get to do in this role:

Team description: The Agent Assist team is a newly created product management function within the Platform AI PM team. The team’s charter is to accelerate adoption of AI for Agent Assist use cases. This involves strong collaboration with all major ServiceNow business units to secure AI adoption into their workflows and maintaining a deep understanding of AI adoption customer behaviors as they utilize the workflows.

Position Overview: We’re seeking a Product Manager to assist in the identification of top revenue impacting workflows across ServiceNow, developing prioritized lists of product “skills” required that enable rapid business unit adoption of underlying AI technologies, and how to measure, manage and tune the product skills as the team’s charter evolves.

This is a hybrid work schedule position with strong preference for candidates on the West Coast.

      Key Responsibilities:

• Work with the team members to identify and prioritize key product skills BUs require for AI adoption acceleration into their workflows.
• Validation of the intrinsic value of the product skills with customers via workflows
• Mapping existing AI and new GenAI technologies to meet the requirements for the product skills.
• Creating roadmaps that BUs can rely on for delivery of product skills
• Collaborate with engineering teams to deliver on time and as committed
• Lead initiatives to evangelize the use of product skills with internal stakeholders
• Develop and monitor shared quality and performance metrics with the BUs to gauge the impact of the skills being used and where improvements can be made Overseeing specific skills product development releases using an Agile approach.

      Qualifications:

• To be successful in this role you have:
•  8+ years of software product management experience
• Proven experience with defining and driving AI workflow product releases as the workflow owner or as a strategic technology supplier for the workflow.
• Strong understanding of AI/ML architectures, Gen AI and prompting, and data set behaviors within the key ServiceNow business units: CSM, ITSM, ITOM, and HR
• Demonstrated success with heavily cross functional product definition and delivery
• Strong customer first mindset with communication skills to assist in the customer meetings that drive adoption
• Ability to maintain credibility with engineering teams when mapping requirements with solutions and gauging the necessary engineering development required.

FD21

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. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.