Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

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 ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. 

Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

As a Principal Product Manager, you will own the Now Engage platform end to end — a ServiceNow platform serving customers, partners, and employees who support customers. Now Engage is central to how ServiceNow helps customers achieve value quickly, with a commitment to measurable time to value within the first 100 days. You will partner closely with business, engineering, product, architecture, and senior stakeholders to define the roadmap, shape AI-driven capabilities, and deliver high-impact platform experiences that accelerate adoption and improve fulfillment, support, and growth outcomes. 

As a Technical Product Manager, you will drive the platform, tools, and technologies that power ServiceNow's post-sale customer success experience. You will help consolidate fragmented tooling, create a real-time view of the customer, surface AI-driven insights, and build AI-native workspace and agent experiences that improve outcomes for customers, partners, employees, and the business. As the product and technology partner to Customer Success, you will operate with transparency, urgency, and strong product judgment, making clear roadmap tradeoff decisions and aligning teams around measurable business impact. 

You will bring business and technical acumen to the role — fluent in system design, architecture, data flows, integrations, and AI/ML concepts — enabling you to partner credibly with engineering, challenge assumptions, and write product requirements that teams can execute. This is a high-visibility, high-accountability role that requires strong stakeholder management, product sense, and the ability to ship internal and partner-facing tools from concept through launch and adoption. Success will be measured by customer time to value, customer adoption, and the quality of execution against roadmap priorities. 

Key Responsibilities 

• Product Strategy & Roadmap: Own the Now Engage product strategy and roadmap, including AI-native workspace, SPM integration, and agent capabilities. 
• Execution & Delivery: Drive product requirements, prioritization, delivery, adoption, and outcome measurement across complex platform initiatives. 
• Executive & Stakeholder Alignment: Partner with senior leaders, business stakeholders, engineering, product, and architecture to align on priorities, tradeoffs, and impact. 
• Platform & Technical Depth: Apply strong technical judgment across system design, integrations, data flows, workflows, and AI-enabled capabilities. 
• AI Innovation: Identify practical AI opportunities that improve customer visibility, fulfiller productivity, platform intelligence, and time to value. 

Qualifications

To be successful in this role you have:

• 12+ years of product management experience, including experience owning complex internal platforms, employee-facing tools, partner-facing tools, delivery/PSA tooling, or enterprise workflow products 
• Experience shipping products or platforms used by employees, internal teams, partners, or other enterprise users, with an understanding of the business process complexity behind internal tooling 
• Strong technical depth in system design, architecture, integrations, data flows, APIs, workflows, and AI-enabled product capabilities 
• Fluency in AI product capabilities and experience integrating AI into enterprise workflows, with the judgment to distinguish high-value AI use cases from areas where automation may introduce risk. Stay knowledgeable of industry trends and emerging technologies to drive innovation within the product portfolio and encourage a culture of experimentation, validation, and learning within the team. 
• Track record writing high-quality product requirements that create clarity for engineering, business stakeholders, and executive reviewers 
• Proven track record owning a complex, cross-functional product portfolio from strategy through delivery and outcome measurement 
• Demonstrated ability to ship integrations across systems you don't control, and to negotiate scope with their owners without escalating every time 
• Comfort launching with deliberate manual gaps and a credible plan to close them 
• Strong written skills, producing documents that engineering, business and executives can evaluate 
• Judgement to operate unsupervised on scope and sequencing, and to know which decisions belong to a sponsor 
• Strong operator mindset: comfortable holding accountability for outcomes across organizational boundaries 

For positions in this location, we offer a base pay of $199,100 - $348,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

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 globaltalentss@servicenow.com 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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