ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product and we live for our customers. We have high expectations, and a career at ServiceNow means challenging yourself to always be better.

We are looking for a Principal Product Manager to help define and guide the continued evolution of Customer Service Management solution with an emphasis on case management and root cause analysis processes to create new experiences, add value, and solve key problems for our customers. We want someone who will thrive as an individual contributor and work collaboratively with fellow Product Managers, our engineering teams, User Experience and research teams and customers to shape the vision and roadmap for these areas, as well as the execution to develop new products and bring them to market.

Successful Product Managers determine the functionality and experiences that will delight our customers and generate revenue by understanding the overall market opportunities and competitive insights of their products, as well as manage product backlogs and build trusted relationships with developers, quality engineers, pre-sales teams, and directly with customers.

What You Get To Do In This Role
Work with product management, engineering, and design team to formulate our vision and roadmap defining the new experiences driven by ServiceNow’s machine learning and natural language understanding technologies
Maintain a firm grasp of the competitive landscape and identify areas of differentiation for machine learning and natural language processing to create great experiences for our customers and their users
Serve as an evangelist with internal stakeholders to develop and execute a cross-team strategy for integration into new/existing ServiceNow offerings
Define and prioritize a backlog of work including the creation of epics and user stories, and be data-driven in prioritizing new features, enhancements and quality improvements
Work with global 2000 customers to determine unmet needs, business goals, product usage, and refine ideas with concepts and product feedback
Collaborate with internal stakeholders and key customers to drive adoption and ensure new products are driving successful outcomes in ServiceNow offerings
Be the voice of the customer and provide a business perspective when evaluating day-to-day development decisions
Collaborate with Product Marketing to produce product overview, licensing, and other go-to-market materials
Work with User Learning (help files and documentation), Training, and Support and Professional Services to assure smooth uptake and adoption




To be successful in this role, we need someone who has:
5+ years of experience as a Product Manager, Product Owner, Consultant or technical Product Analyst in a commercial software product company
3+ years of experience with machine learning and NLP/NLQ technologies
Bachelor/Master’s in Computer Science
The ability to learn new technical concepts quickly
The ability to make trade-off decisions between possible and desirable, which requires a good sense of what is technically feasible
Exceptional understanding of Agile and Lean methodologies
The ability to context switch between future product planning and current product adoption activities
The discipline to focus on high leverage activities, i.e., being good at saying “no”
Passion about our products and the possibilities the come from building a world class ecosystem of customers and partners
Comfortable delivering product presentations to large audiences
The ability to generate ideas for how our products can make our customers more successful
Must enjoy working in a highly collaborative environment

Bonus Points
3+ years of experience delivering highly scalable and secure Platform as a Service and/or Software as a Service experiences.
Good understanding of big data, machine learning, artificial intelligence and natural language processing products and markets
Scrum Master or Scrum Product Owner certification
Strong technical skills in querying against and transforming big data within both traditional data environment and big data systems

Educational level:

Bachelor’s Degree

Level of experience (years):

Senior (5+ years of experience)

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About ServiceNow

ServiceNow is an IT cloud company that transforms IT by automating and managing IT service relationships across the global enterprise.