Product Manager AI Implementation

Overview

About the role:

This is a rare opportunity to define the future of agentic intelligence on one of the world’s most powerful enterprise platforms. This role leads the evolution of AI-native and agentic capabilities on the Service Now Platform—building the foundation that admins and creators will rely on to automate, orchestrate, and reason across complex workflows at massive scale.

The ideal product leader for this space is fueled by the challenge of scaling AI systems in the real world. They understand how critical data, context, and platform-level design are when building trustworthy, enterprise-grade AI. They bring a strong track record in AI or agentic platforms and thrive in environments where ambiguity is a catalyst for invention.

For a product manager who wants to push the boundaries of what AI Agents can do—and design capabilities used by millions of admins and developers—this role offers the chance to build the next era of the Service Now Platform.

The impact you'll make:

• Own the product strategy and roadmap for product area, with emphasis on data ingestion, model lifecycle management, grounding, prompt orchestration, output validation, and administrative experiences.
• Partner with engineering and design to build robust, scalable platform components that address the unique challenges of the personas you serve.
• Leverage existing Service Now capabilities while identifying key innovations needed to unlock the full value of AI across the product portfolio.
• Influence product teams to adopt frameworks and solutions to ensure long-term success for our customers
• Collaborate with Outbound partners to deliver ecosystem-aligned, data-powered solutions to market.
• Analyze competitive AI platform trends and identify whitespace opportunities to differentiate Service Now.
• Engage deeply with customers in partnership with Research and Outbound Partners to drive adoption, gather feedback, and continuously iterate on the roadmap based on evolving enterprise needs.
• Prototype and test new AI capabilities with cross-functional teams, translating early learnings into product direction.
• Champion customer-centric thinking across the organization and be the voice of Service Now administrators, developers and implementers.

To be successful in this role you have:

• Experience with Service Now Platform
  , and have demonstrable experience with Implementing Service Now.
• Ideally hold a current CTA and/or CMA certification
  .
• Experience in building AI solutions using the Service Now Platform.
• Experience working and building for Administrator personas.
• Strong understanding of the role of data in AI development—labeling, quality, governance, and how it impacts model performance and business outcomes.
• 6+ years of enterprise software product management experience, with at least 5 in SaaS; AI/ML or data platform experience strongly preferred.
• Lead, manage a high-performing team of product managers, leveraging exceptional leadership skills to inspire and motivate them to achieve exceptional results.
• Entrepreneurial mindset with experience launching 0-to-1 products or platform capabilities; proven ability to scale offerings over time.
• Obsession with product-market fit and delivering value at speed while maintaining a long-term architectural vision.
• Proven collaborator with experience driving consensus and execution across engineering, design, sales, and customer success teams.
• Analytical thinker with strong data literacy; able to connect technical metrics with product strategy and user outcomes.
• Excellent communicator who can tailor messages to technical and business audiences alike, from LLM practitioners to C-suite stakeholders.
• Comfortable navigating complexity and ambiguity, with a bias for action and continuous learning.
• Thought leadership in Generative AI trends, AI safety and ethics, and enterprise AI adoption patterns.

• 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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To…