Technical Product Manager - AI Observability

Job Description 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 — Service Now 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.

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 Service Now’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 Service Now Digital Technology, you work for them.

As a Technical Product Owner for the Service Now 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 Service Now using the Service Now 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 Service Now observability platform and products, driving adoption and maximizing their value for our customers.

• 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 Service Now 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.

• 10+ years of experience in product management or a related field, with a focus on enterprise software.
• 5+ years of experience working with the Service Now platform.
• Proven track record of successfully launching and managing IT infrastructure, application, and endpoint monitoring and observability products.
• Deep expertise in Service Now 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.

• Experience working with Dev Ops methodologies and practices.
• Experience with observability/monitoring tools like Splunk, Logic Monitor and similar
• Knowledge of AI solutions and large…