Staff Inbound Product Manager - ServiceNow University

Company 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.

Job Description

As a Staff Technical Product Manager for ServiceNow University, you will help shape the next generation of artificial intelligence-native learning and credentialing experiences for customers, partners, employees, and individual learners.

ServiceNow University is transforming how people build the knowledge and skills needed to succeed with ServiceNow. The product is evolving toward personalized, proactive, conversational, and hands-on experiences that help learners achieve their goals at the moment of need. This direction is consistent with the current ServiceNow University strategy, which emphasizes artificial intelligence-driven simulation, real-time guidance, skills intelligence, intelligent pathways, and measurable learner capability.

You will own defined technical product capabilities that support this transformation and span multiple ServiceNow University experiences. You will work alongside ServiceNow University product managers and partner closely with Engineering, Architecture, Design, Research, Data, and shared platform teams to translate learner and business needs into scalable capabilities, clear technical requirements, and executable product plans.

By balancing learner needs, product priorities, platform capabilities, and technical constraints, you will help ServiceNow University effectively use Lux and other shared ServiceNow artificial intelligence and platform capabilities.

What You Get to Do in This Role

• Define and execute the product strategy and roadmap for assigned technical product capabilities within ServiceNow University.
• Partner with ServiceNow University product managers to translate learner needs, product strategies, and roadmap priorities into clear requirements, user stories, acceptance criteria, and delivery plans.
• Drive the effective use of Lux and other ServiceNow artificial intelligence and platform capabilities across relevant ServiceNow University experiences.
• Lead product discovery for capabilities that span multiple product areas, including personalization, conversational experiences, learner data, search, recommendations, and reusable experience components.
• Develop a deep understanding of learners, business needs, platform capabilities, and emerging artificial intelligence technologies to influence product decisions and prioritize investments.
• Define reusable capabilities, integration patterns, and product standards that enable teams to innovate while delivering a consistent, scalable, and consumer-grade learner experience.
• Lead technical product planning by defining requirements, prioritizing investments, evaluating technical trade-offs, and driving execution across multiple cross-functional teams.
• Partner closely with Engineering, Architecture, and Design to deliver scalable, secure, accessible, compliant, and enterprise-ready capabilities.
• Identify and manage dependencies across ServiceNow University product areas, shared platform teams, enterprise systems, and external technology partners.
• Define measurable outcomes for assigned capabilities, including adoption, quality, reliability, learner engagement, and contribution to learning and credentialing outcomes.
• Communicate product direction, technical decisions, dependencies, risks, and outcomes to senior product, engineering, and business stakeholders.

Qualifications

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 impact on the function or industry.
• 8+ or more years of product management or technical product management experience delivering enterprise software, digital platforms, artificial intelligence-powered products, or customer-facing experiences.
• Proven experience defining and executing product strategy for technically complex capabilities, enterprise platforms, cloud platforms, or integrated digital experiences.
• Strong understanding of enterprise software architecture, application programming interfaces, data flows, system integrations, cloud technologies, and distributed systems.
• Experience with modern artificial intelligence technologies, including large language models, artificial intelligence agents, conversational systems, search, recommendations, personalization, or contextual intelligence.
• Demonstrated success partnering with Engineering, Architecture, Design, Research, and product stakeholders to deliver complex, cross-functional initiatives.
• Experience defining reusable capabilities, integration patterns, or product standards that support multiple product experiences.
• Strong technical acumen with the ability to evaluate architectural trade-offs, platform investments, scalability, security, privacy, compliance, and enterprise readiness.
• Proven ability to translate learner, customer, and business needs into technically actionable product requirements and measurable outcomes.
• Strong analytical skills, including the ability to define success measures, evaluate product telemetry, and use evidence to make prioritization decisions.
• Exceptional communication and influencing skills, with the ability to align diverse stakeholders and drive decisions without direct authority.

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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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 globaltalentss@servicenow.com 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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