Senior Staff Inbound Product Manager, AI/Super Intelligence Control Tower - End to End Experience

ServiceNow; California; Hybrid; USD 191,000 - 334,000; Full time

Benefits offered by this job

Equity or stock options

Variable incentive compensation

Health plans

Flexible spending accounts

401(k) with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Job summary

ServiceNow is seeking a Staff/Senior Product Manager to own role-based experiences and extensibility for the AI/Super Intelligence Control Tower (SICT). You will define vision, strategy, and a roadmap for persona-tailored experiences, upgrade-safe customization, and end-to-end experiences across multiple business units.

You will lead information architecture, UI framework collaboration, accessibility, and internationalization to ensure a cohesive product feel across the platform.

Qualifications

• Experience integrating AI/SI into work processes and decision-making, through tools and automation.
• Bachelor’s degree or higher in CS/Engineering/HCI/Business or related field.
• 12+ years in product management, esp. enterprise SaaS, UX frameworks, or admin/extensibility.
• Proven track record delivering user-centric experiences for multiple personas in complex enterprise products.
• Strong knowledge of platform extensibility, configuration, and upgrade-safe customization; ServiceNow UI frameworks a plus.
• Experience with information architecture, design systems, accessibility (WCAG) and localization standards.
• Familiarity with AI/ML, AI-native UX, or AI governance.
• Ability to drive alignment across teams without direct authority.
• Excellent communication, presentation, and stakeholder management with customers/partners.
• Ability to work under uncertainty in a fast-paced environment.

Responsibilities

• Develop and communicate the vision, strategy, and roadmap for SICT role-based experiences and extensibility.
• Identify SICT personas and define role-specific experiences with partnering business units.
• Deliver upgrade-safe customization and AI-driven extension pathways for diverse governance models.
• Own the SICT information architecture for intuitive navigation and surface access.
• Collaborate with UI framework teams to evolve platforms while keeping the SICT layer fast and current.

Skills

AI integration

PM experience

Enterprise SaaS

UI frameworks

Information architecture

WCAG localization

AI governance

Stakeholder mgmt

Communication

Project alignment

Education

BS in CS/Eng/HCI/Business

Tools

ServiceNow UI

Job 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.

We are looking for a highly motivated Staff / Senior Product Manager to own role-based experiences and extensibility for AI/Super Intelligence Control Tower (SICT) — the product customers use to discover, govern, observe, and optimize their AI estate. You will join the SICT Experience product area, a cross-functional team of product managers, designers, and engineers that owns how every user perceives, understands, and acts within SICT. You will be responsible for defining the vision, strategy, and roadmap for persona-tailored experiences, upgrade-safe customization, and end-to-experiences — information architecture, UI frameworks, accessibility, and internationalization — so that SICT feels like one coherent product across the many business units that contribute to it.

What you get to do in this role

• Develop and communicate the vision, strategy, and roadmap for SICT role-based experiences and extensibility, aligned with the SICT Experience product area and the business units contributing to SICT.
• Identify the key SICT personas and, in partnership with contributing business units, define and deliver role-specific experiences that are consistent and non-duplicative.
• Develop a deep understanding of what customers want to customize, and deliver upgrade-safe customization and extension pathways — both traditional configuration and AI-driven experiences — so customers can fit SICT to their own AI/SI governance model without custom code.
• Own the SICT information architecture so users always know where they are and can reach any surface by a predictable path.
• Serve as the key product partner to the UI framework teams— influencing framework evolution, managing platform dependencies, and keeping the SICT experience layer fast, stable, and current across upgrades.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI/SI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI/SI-driven insights, or exploring AI's potential impact on the function or industry.
• Bachelor's degree or higher in Computer Science, Engineering, Human-Computer Interaction, Business, or a related field.
• 12+ years of experience in product management, preferably on enterprise SaaS platforms, UX frameworks, or admin and developer extensibility.
• Proven track record of delivering high-quality, user-centric experiences for multiple personas in complex enterprise products.
• Strong understanding of platform extensibility, configuration models, and upgrade-safe customization; experience with the ServiceNow platform and its UI frameworks is a strong plus.
• Experience with information architecture, design systems, and accessibility and localization standards (e.g., WCAG).
• Familiarity with AI/ML products, AI-native or conversational UX, or AI/SIgovernance.
• Demonstrated ability to drive alignment across multiple teams and business units without direct authority.
• Excellent communication, presentation, and stakeholder management skills, including with customers and partners.
• Ability to work under uncertainty in a fast-paced environment.

FD21

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits.

• equity (when applicable)
• variable/incentive compensation
• health plans
• flexible spending accounts
• 401(k) Plan with company match
• ESPP
• matching donations
• flexible time away plan
• family leave programs

Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.

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 [e-mail] 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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