Knowledge is the connective tissue of employee self-service, and the quality of that knowledge influences how well AI systems perform. Bad articles don't just frustrate employees; they produce assured wrong answers from AI agents. This role exists to close that gap.
As a Staff Technical Product Manager on the AI Experiences & Platform Products team, you will own the product strategy and delivery for ServiceNow's enterprise employee-facing Knowledge Management product, built on ServiceNow Knowledge Center. You will drive governance frameworks, article lifecycle tooling, content quality standards, and the AI-readiness of the knowledge base that powers Now Assist, Moveworks and Employee Works across the enterprise. You will also serve as the internal customer zero for ServiceNow KM capabilities, validating features and representing production experience in customer-facing forums.
What you get to do in this role
Product ownership & roadmap
- 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.
Knowledge governance
- 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
AI-readiness & content quality
- 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
Customer zero
- 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
Success measurement
- 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
To be successful in this role you have:
- 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
Preferred qualifications
- 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
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 [email protected] 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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