Technical Product Manager, Legal AI and Platforms

• Full-time
• Employee Type:
  Regular
• Region: AMS - North America and Canada
• Work Persona:
  Flexible or Remote

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, Service Now is the AI control tower for business reinvention. Our Service Now 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.

Service Now's legal team runs on Service Now. NDAs, procurement contracts, conflict checks, and requests for legal advice all move through our own platform.

You won't hand requirements to engineering and move on. You'll prototype with AI, prove what works, and partner with our Product organization to turn the best of what we build into features our customers use. This is where we put AI to work for people, starting with our own.

What you get to do in this role:

Own the roadmap

• Own a multi-quarter roadmap for legal AI and platform initiatives across Contract Management Pro, Legal Service Delivery, and connected systems
• Plan each quarter in epics, then deliver through iterative development, testing, and production release
• Write epics, user stories, technical spikes, acceptance criteria, and solution approach documents that engineers can build from
• Prioritize a busy backlog with clear tradeoffs, and say no when it matters
• Lead discovery with legal and business teams, identify opportunities to improve workflows, and translate them into prioritized product requirements and measurable outcomes

Build AI agents legal teams trust

• Design and deliver AI agents for legal work, such as advice and counsel recommendations, contract redlining against our standard terms, request intake and triage, and contract review
• Decide how agents retrieve knowledge, when people review their output, and how feedback improves them over time
• Use out-of-the-box and Now Assist capabilities first, and build custom only when the platform can't do the job
• Build quick prototypes to test AI performance and get stakeholder agreement before committing to a full build
• Make sure anything headed to production gets engineering review and hardening
• Prove it works
• Define evaluation criteria, test sets, and pass thresholds before any AI feature reaches production
• Run model and vendor evaluations without locking into a single model or provider
• Build and own value models (hours saved, request volume, cycle time) and report AI impact to senior leadership monthly and quarterly
• Establish baselines and measure adoption, cycle time, quality, and realized productivity improvements after launch

Partner across Service Now

• Partner with our Product organization to co-develop and validate enhancements for potential inclusion in customer-facing platform releases
• Bring feedback from our own legal team into product roadmaps
• Align Legal, Procurement, Compliance, Product, Engineering, and Digital Technology stakeholders on shared priorities
• Work alongside business process managers and engineers in a shared delivery model

To be successful in this role you have:

• 5+ years in technical product management, including ownership of a multi-quarter roadmap
• Experience with enterprise workflow platforms
• Experience shipping generative or agentic AI features, including LLM behavior, retrieval, and prompt design
• Experience defining evaluation methods for AI applications, including output quality,…