Staff Inbound Product Manager

ServiceNow•Orlando, FL

About The Position

This role exists to close the gap between the quality of knowledge and how well AI systems perform. Bad articles don't just frustrate employees; they produce assured wrong answers from AI agents. As a Staff Technical Product Manager on the AI Experiences & Platform Products team, you will own the product strategy and delivery for ServiceNow's enterprise employee-facing Knowledge Management product, built on ServiceNow Knowledge Center. You will drive governance frameworks, article lifecycle tooling, content quality standards, and the AI-readiness of the knowledge base that powers Now Assist, Moveworks and Employee Works across the enterprise. You will also serve as the internal customer zero for ServiceNow KM capabilities, validating features and representing production experience in customer-facing forums.

Requirements

7+ years of Technical Product Management experience, with demonstrated ownership of knowledge management, content platforms, or enterprise self-service products at scale
Fluency in AI: 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

Nice To Haves

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

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