Senior Staff Technical Product Manager - AI Observability

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About Digital Technology

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

About the Role:

As a Senior Staff Technical Product Manager for the ServiceNow AI Observability and Intelligence platform, you'll play a key role in shaping the future of our core platform offerings. You'll bridge the gap between business requirements and technical execution, leading the product strategy and roadmap for AI-fueled Infrastructure, application, and endpoint observability at ServiceNow using the ServiceNow platform and products like ITOM, Event management, Metric intelligence, Health Log Analytics (HLA), Digital Employee Experience (DEX).

This collaborative role requires you to partner closely with IT operations, engineering, design, and product BU. You'll be a champion for our ServiceNow observability platform and products, driving adoption and maximizing their value for our customers.

Responsibilities:

• Translate business requirements into clear, actionable technical specifications for development.
• Partner with business product managers and stakeholders to define the product vision, roadmap, and user experience for the ServiceNow observability and intelligence platform.
• Craft compelling user stories that maximize value and address user needs.
• Own and manage the product backlog, prioritizing stories, epics, and enablers for optimal delivery.
• Collaborate with engineering teams to assess technical feasibility, define development approaches, and estimate timelines.
• Champion clear and transparent communication, presenting product concepts, roadmaps, and delivery timelines to stakeholders.
• Participate in user acceptance testing (UAT) and advocate for improvements based on user feedback.
• Maintain the conceptual, design, and technical integrity of product features and components.
• Build proof-of-concepts (POCs) for potential solutions and technologies in collaboration with product management and engineering.

Required

• 12 + years of experience in product management or a related field, with a focus on enterprise software.
• Proven track record of successfully launching and managing IT infrastructure, application, and endpoint monitoring and observability products.
• Deep expertise in ServiceNow platform architecture, particularly ITOM, Event management, Metric intelligence, Health Log Analytics (HLA), and Digital Employee Experience (DEX).
• Strong understanding of IT service management (ITSM) best practices.
• Excellent communication, collaboration, and presentation skills.
• Ability to translate technical concepts into clear and concise language for both technical and non-technical audiences.
• Data-driven approach with a strong focus on user needs and business goals.

Preferred

• 3+ years of experience working with the ServiceNow platform preferred.
• Experience working with DevOps methodologies and practices.
• Experience with observability/monitoring tools like Splunk, Logic Monitor and similar
• Knowledge of AI solutions and large language models like OpenAI. Mistral etc.
• Experience with API design and integration.
• Experience with cloud computing platforms (AWS, Azure, GCP).

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $181,100 - $316,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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