Technical Product Manager, Legal AI and Platforms

ServiceNow•Chicago, IL

About The Position

ServiceNow is seeking a Technical Product Manager to own a portfolio of AI and platform initiatives for its legal technology team within the Global Business Services Experience team. The role focuses on improving legal workflows, reducing routine requests to attorneys, accelerating responses, and structuring legal data for effective use by AI agents. The product manager will prototype AI solutions, validate what works, and partner with ServiceNow’s Product organization to develop promising initiatives into potential customer-facing features. The position owns a multi-quarter roadmap across Contract Management Pro, Legal Service Delivery, and connected systems. It involves planning and delivering work iteratively, translating discovery into clear requirements, and balancing a busy backlog. The role also designs and delivers trusted AI agents for legal use cases, establishes human review and feedback processes, evaluates AI performance, and ensures production-bound solutions receive engineering review and hardening. The product manager will define evaluation criteria and test sets, assess models and vendors, build value models, and report AI impact to senior leadership. The role partners across Legal, Procurement, Compliance, Product, Engineering, and Digital Technology, and collaborates with business process managers and engineers in a shared delivery model.

Requirements

At least 5 years of technical product management experience, including ownership of a multi-quarter roadmap.
Experience with enterprise workflow platforms.
Experience shipping generative or agentic AI features, including LLM behavior, retrieval, and prompt design.
Experience defining AI application evaluation methods, including output quality, groundedness, task completion, and appropriate human review.
Experience working on agile teams and writing epics and user stories for engineering teams.
Strong executive communication skills, including the ability to summarize portfolio status, value, and risk in a few slides.
Strong stakeholder management across legal, business, and technical teams.

Nice To Haves

Experience with ServiceNow Contract Management Pro or Legal Service Delivery.
Experience with legal, contract, or procurement workflows.
Hands-on experience with Now Assist or ServiceNow AI Agents.
Experience with other contract lifecycle management or legal AI platforms.
Experience co-developing with a product organization or serving as a design partner for a software product.
Experience with AI-native or prototype-first development.

Responsibilities

Own a multi-quarter roadmap for legal AI and platform initiatives across Contract Management Pro, Legal Service Delivery, and connected systems.
Plan quarterly work in epics and deliver through iterative development, testing, and production release.
Write epics, user stories, technical spikes, acceptance criteria, and solution approach documents for engineering teams.
Prioritize the backlog, make tradeoffs, and lead discovery with legal and business teams to identify workflow improvements and measurable product outcomes.
Design and deliver AI agents for legal work, including advice and counsel recommendations, contract redlining, request intake and triage, and contract review.
Determine how AI agents retrieve knowledge, when people review their output, and how feedback improves the agents over time.
Prefer out-of-the-box and Now Assist capabilities, using custom development when the platform cannot meet the need.
Build prototypes to test AI performance and secure stakeholder agreement before committing to a full build.
Ensure solutions intended for production receive engineering review and hardening.
Define AI evaluation criteria, test sets, and pass thresholds before features reach production.
Run model and vendor evaluations without locking into a single model or provider.
Build and own value models based on measures such as hours saved, request volume, and cycle time.
Report AI impact to senior leadership monthly and quarterly, and measure baselines, adoption, cycle time, quality, and realized productivity improvements after launch.
Partner with the Product organization to co-develop and validate enhancements for potential inclusion in customer-facing platform releases.
Bring feedback from ServiceNow’s legal team into product roadmaps.
Align Legal, Procurement, Compliance, Product, Engineering, and Digital Technology stakeholders on shared priorities.
Work alongside business process managers and engineers in a shared delivery model.