Company Description

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.

Job Description

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. 

This opportunity is part of our Digital Customer Experience Group within Digital Technology. The Digital Customer Experience (DCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey. The products we build power digital business for ServiceNow. 

We are seeking an experienced Technical Product Manager to lead the Product strategy and execution for User Profiling and Personalization, with a strong emphasis on processes and governance. In this high impact role, you will have the opportunity to showcase your strategic thinking and thought leadership, customer engagement & storytelling skills, while also driving day to day execution and innovation excellence.  

What you get to do in this role:  

Product Strategy & Roadmap: Own the vision and roadmap for Profiling and Personalization of End users, aligning them with business goals and employee needs.  

Requirements Definition: Define product requirements incorporating effective written and more creative, visual techniques (User Journey diagrams, sequence diagrams, experience mockups etc.). Create data flows and functional and technical specifications. Understand User personas and identify ideal customer profile. 

Stakeholder Engagement and Cross Functional Collaboration: Engage with stakeholders to understand their needs, pain points, and feedback related to the Product. Collaborate with technical digital product teams responsible for the delivery of digital products that can be leveraged throughout ServiceNow. 

Data-Driven Decisions: Analyze user interactions and services data to identify opportunities for improvement and enhancements. 

Enablement and Feature Adoption: Lead the enablement of product features and drive adoption with various business teams and the user base. 

User Engagement & Feedback: Engage with end-users and internal stakeholders to gather feedback, identify pain points, and prioritize features. 

AI/Automation: Leverage AI, Gen AI, and automation tools to enhance knowledge creation, searchability, and content consumption. 

Tracking: Define and track key performance metrics (KPIs) and objectives and key results (OKRs) for knowledge management, such as search accuracy, user engagement, knowledge article quality, and employee productivity and efficiency. 

Delivery: Manage the delivery of your product partnering with Engineering and Program Management, including PoC (Proof of Concept), Beta programs, Public Launch, and ongoing releases. Anticipate and proactively remove obstacles that slow down or prevent product teams from delivering on outcomes 

Qualifications

To be successful in this role you have:

12+ years of Software Product Management experience with a focus on delivering features to end users in a B2B enterprise company 

Bachelor's degree in a relevant field or equivalent years of experience; MBA or advanced degree is a plus. 

AI product experience is highly desirable. 

Experience with User Profile management systems, Identity systems, SSO and data federation with a focus on Personalization 

Strong understanding of PII data and policies surrounding its use 

Experience in building Consumer grade experiences that are self-serve, easy to use - workflows and orchestrations 

Experience in building horizontal services and solutions that serve multiple products. 

Team player attitude and willingness to work across a diverse groups of stakeholders 

Strong analytical approach, with attention to detail and excellent reporting skills. 

Ability to excel in a fast-paced, dynamic environment while delivering complex products efficiently and meeting tight deadlines. 

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.

Additional Information

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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