Staff Inbound Product Manager

Job description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people.   Role summary:  This is an inbound technical product manager role. You'll own the design and delivery of ServiceNow's ITSM and ITOM products — Incident, Problem, Change, Request, Knowledge, Service Catalog, Discovery, Service Mapping, Event Management, and CMDB — in a live production environment, measure how they actually perform, and use that evidence to influence what the products should become.  Three things make this role distinct from a standard implementation specialist:  • You own the outcome, not the deployment. Go-live is the midpoint. You instrument the solution, track adoption and performance in production, and iterate when the data says the design didn't land.  • You're the voice of the customer, from inside. You'll partner directly with ServiceNow Product Management for ITSM and ITOM — evaluating new and pre-GA capability under real operational load, documenting gaps with evidence, and tracking them to closure.  • You can carry the story upward. You'll represent this work in executive forums, translating implementation detail into the impact language leadership needs to make decisions.  You'll spend part of your week across the table from business stakeholders shaping requirements, part with engineering getting it built, and part with Product shaping the roadmap. If you only want one of those three, this isn't the role.  What you get to do:  Shape the solution  • Run discovery sessions with business stakeholders and process owners to understand current-state pain, process gaps, and desired outcomes  • Translate business requirements into a recommended ServiceNow solution design, and pitch it credibly — including where out-of-box beats customization and where scope should be cut  • Drive alignment across competing stakeholders, secure sign-off on scope and design decisions, and document the agreed solution  Deliver it with engineering  • Translate approved designs into deployable epics and stories with clear acceptance criteria, dependencies, and definition of done — well-formed enough that engineering can build without guessing  • Walk engineering through design intent, defend the "why" behind decisions, and work through technical trade-offs and constraints collaboratively as build progresses  • Act as the single point of translation between engineering and the business. When engineering needs clarification, you go get it — you own the round trip back to the business stakeholder rather than pulling engineers into stakeholder meetings to ask directly  • Manage scope, sequencing, and backlog priority with engineering through the build, and unblock decisions rather than escalating them  • Own UAT coordination, go-live readiness, and hypercare  • Advise on platform best practices, upgrade-safe design, and technical debt avoidance  Measure it  • Instrument every implementation for measurability from day one — define success metrics and baselines before build starts, not after go-live  • Personally build and maintain the reports and dashboards that show whether the solution is actually delivering: adoption, deflection, cycle time, process compliance, data quality, and where the process is leaking  • Use the data to drive iteration — surface underperformance to stakeholders proactively, recommend fixes, and close the loop rather than declaring victory at deployment  Accelerate it  • Use AI tooling to compress delivery cycles — apply general-purpose AI assistants (Claude, ChatGPT, Gemini) to accelerate requirements synthesis, data analysis, rapid prototyping of solution concepts for stakeholder validation, test case generation, and documentation — and bring a point of view on where AI genuinely speeds delivery versus where it adds noise  Influence the product  • Represent your work in executive forums like monthly product reviews: what you delivered, why that approach, and what measurable impact it created. Distill technical detail into outcome language a VP can act on  • Partner with ServiceNow Product Management for ITSM and ITOM — build durable working relationships with the teams building these products, evaluate new and pre-GA capabilities in a real production environment, and provide grounded, constructive feedback based on actual adoption experience  • Own the product gap loop — document capability gaps that block or slow adoption, translate them into clear, evidence-backed asks with business impact attached, and track them through to closure with Product and Engineering rather than logging them and moving on  To be successful in this role you have: • 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