Staff Inbound Product Manager

ServiceNow is a company focused on transforming business processes through AI technology. The Staff Inbound Product Manager will own the product strategy and delivery for the enterprise employee-facing Knowledge Management product, ensuring high quality and AI readiness of knowledge content that affects employee self-service experiences.

Responsibilities:

• Own the technical product vision and roadmap for the enterprise employee-facing Knowledge Management product, including article authoring experience, lifecycle management, governance tooling, and AI readiness capabilities
• Define, prioritize, and refine requirements; document epics and stories with clear acceptance criteria; drive end-to-end feature delivery in partnership with engineering, UX, and platform teams
• Make trade-off choices between what's possible, desirable, and viable and communicate the reasoning clearly to stakeholders across DT and the business domains
• Guide the enterprise Knowledge Governance model: ownership structure, champion accountability, pillar coverage, and scaled governance across all employee-facing knowledge domains
• Build and maintain the knowledge lifecycle framework, authoring, republishing, expiry, and retirement with policies and operational workflows that work at enterprise scale without constant intervention
• Define and operationalize the Knowledge Health Score and standards that connect article quality to AI system performance across the enterprise
• Own the product definition for AI-facing knowledge quality: structural requirements, quality standards, and gap identification across the enterprise knowledge base
• Partner with IT Service Management Team (AI Agents), Search & Conversational Interfaces (Now Assist and Moveworks) teams to understand how knowledge quality affects AI confidence and answer accuracy and build the feedback loop into governance
• Surface and prioritize knowledge gaps that cause AI failures or broken self-service experiences before they reach employees
• Serve as ServiceNow's internal customer zero for ServiceNow Knowledge Center and Now Assist authoring capabilities
• Validate features, surface issues early, and provide structured product feedback that influences the ServiceNow KM product roadmap
• Represent production experience in Now-on-Now customer engagements and executive briefing centers; translate internal results into credible customer-facing narratives
• Define adoption, quality, and AI-performance metrics across the enterprise KM product; instrument them and establish baselines
• Examine usage data and knowledge telemetry to inform prioritization; validate impact post-launch
• Run retrospectives; use what the data says to drive iteration

Requirements:

• 7+ years of Technical Product Management experience, with demonstrated ownership of knowledge management, content platforms, or enterprise self-service products at scale
• Fluency in AI: Experience using AI in your own work processes such as drafting requirements, reviewing data, automating workflows, not just awareness of AI trends
• Delivered at least one AI-powered product or AI-consuming capability with measurable outcomes
• Day-to-day fluency in tools like Claude, Copilot, as part of how you work, not an occasional experiment
• Governance instincts: you can design accountability structures that hold, build standards people didn't ask for, and get buy-in without a mandate
• Strong technical judgment - you can scope a feature, write testable acceptance criteria, and hold a credible conversation with an engineer about implementation trade-offs
• Clear communicator across audiences: you can translate content quality problems into business risk for a VP, and translate product strategy into actionable requirements for a scrum team
• Demonstrated ability to turn ambiguous problems into a structured, prioritized roadmap
• Hands-on experience with ServiceNow Knowledge Management, Knowledge Center, or Now Assist and/or Moveworks
• Familiarity with how AI retrieval works and how knowledge structure affects AI answer quality
• Experience working with knowledge taxonomy, metadata standards, or content structure in a context where AI or search performance depended on it
• Prior experience in customer zero, as design partner, or internal beta capacity for an enterprise SaaS product