Technical Product Manager, Legal AI and Platforms

ServiceNow•Chicago, IL

2d•$131,600 - $230,300

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 aims to reduce routine work for attorneys and legal professionals, speed up responses to requests, and structure legal data so AI agents can use it effectively. The product manager will prototype AI solutions, validate them with stakeholders, and partner with ServiceNow’s Product organization to develop successful solutions into potential customer-facing features. The position owns a multi-quarter roadmap across Contract Management Pro, Legal Service Delivery, and connected systems; leads discovery with legal and business teams; and turns workflow opportunities into prioritized requirements and measurable outcomes. It also designs and delivers AI agents for legal work, establishes how they retrieve knowledge and incorporate human review and feedback, and ensures production-bound work receives engineering review and hardening. The role defines evaluation criteria and test thresholds for AI features, evaluates models and vendors, develops value models, and reports impact to senior leadership. It collaborates with Legal, Procurement, Compliance, Product, Engineering, Digital Technology, business process managers, and engineers to align priorities and deliver initiatives.

Requirements

At least 5 years of experience in technical product management, 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 evaluation methods for AI applications, including output quality, groundedness, task completion, and appropriate human review.
Experience on agile teams writing epics and user stories for engineering teams.
Ability to communicate portfolio status, value, and risk clearly to executives.
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 decline lower-priority work when appropriate.
Lead discovery with legal and business teams, identify workflow improvements, and translate them into prioritized requirements and measurable 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 agents retrieve knowledge, when people review outputs, and how feedback improves agent performance.
Use out-of-the-box and Now Assist capabilities first, and develop custom solutions when the platform cannot meet the need.
Build prototypes to evaluate AI performance and gain stakeholder agreement before committing to a full build.
Ensure production-bound work receives engineering review and hardening.
Define evaluation criteria, test sets, and pass thresholds before AI 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.
Establish baselines and measure 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.