Staff Technical Product Manager | Gen AI Product Builder

ServiceNow•Santa Clara, CA

2h•Remote

About The Position

The AI Frameworks & Solutions group is building a new AI Architecture team to experiment and build prototypes for potential new features. We are seeking a skilled Technical Product Manager | Gen AI Product Builder who is also a proven builder, ready to work closely with our Platform engineering teams on innovative solutions that provide ServiceNow with a competitive advantage in platform and AI technologies. You will rely on your product management toolkit to identify and prioritize product hypotheses, and on your own AI-enabled rapid prototyping skills to put those hypotheses to the test. This is not a traditional product owner role, but an incubation role: You will become an expert at spotting gaps in our current product offerings, and your successful proofs-of-concept will graduate to become exciting new features for those products. The ideal candidate will have an engineering or solutions consulting background, in addition to 0:1 product management experience. This is an exciting opportunity to work at the forefront of AI innovation, leveraging emerging technologies to push ServiceNow’s product capabilities forward.

Requirements

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
8+ years of experience as a product manager or similar experience with education
Translate customer needs into clear requirements, generating explicit product-design hypotheses, testing those hypotheses quickly and inexpensively, and advocating for the addition of your proven features into a product roadmap
Strong experience working cross‑functionally to ensure successful execution, aligning engineering, design, and business stakeholders around delivering customer and business value.
Proficient in ServiceNow development, scripting (JavaScript, Glide, Python), and configuration. Experience with ServiceNow's core modules, including ITSM, ITOM, HRSD, CSM, or others is highly desirable.
Proven experience in designing and architecting complex solutions on the ServiceNow platform.
Experience working with PM, Design, Engineering and BUs.
Demonstrated ability to work directly with customers, understand their requirements, and translate them into functional solutions.
Excellent presentation, verbal, and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
Strong analytical and problem-solving skills, with the ability to think creatively and propose innovative solutions.
Strong analytical skills with a data-driven approach to decision-making.
Passion for innovation and technology with an entrepreneurial mindset and a proactive and hands-on approach. Ability to thrive in a fast-paced, dynamic environment.
Ability to work closely with technical teams and understand technical challenges and opportunities.
Understanding and experience with Generative AI technologies is required.

Nice To Haves

Expertise in the ServiceNow platform and the ability to translate complex requirements into functional solutions will be critical in driving successful outcomes and with a strong understanding of the platform's capabilities, modules, and features.
Experience applying this methodology to develop innovative, user-centric products and services.
Skilled in conducting user research, facilitating co-creation workshops with customers, and guiding projects through all stages from ideation to PoC.
Prior experience designing and building software using Figma Make, MS Copilot, Claude Code, SN Build Agent, and/or Windsurf.

Responsibilities

Stay up to date with the latest trends and advancements in AI and platform technologies. Provide informed recommendations and insights to PM leadership.
Maintain your ability to rapidly prototype new features using the AI tools ServiceNow provides, including Figma Make, MS Copilot, Claude Code, SN Build Agent, and Windsurf.
Work on cross-functional teams, including engineering, design, user research, and AI research, to develop and launch new PoCs.
Effectively communicate and demonstrate PoC solutions to customers, and internal teams to gather feedback and iterate on solutions.
Collaborate and co-create with customers to deploy the PoC, understand their business requirements, pain points, and goals, and adapt PoC solutions to meet their needs. Initial focus will be on agentic systems.
Work closely with other stakeholders to define key performance indicators (KPIs), create scripts or processes to track them, and document the PoC success and value to customers.