Senior Staff Inbound Product Manager, AI/Super Intelligence Control Tower Observability

ServiceNow; Santa Clara (CA); On-site; USD 191,000 - 334,000; Full time

Job summary

ServiceNow is seeking a Staff/Senior Product Manager for Observability in AI/SI Control Tower (SICT) to define and deliver the roadmap for evaluations, monitoring, and trace observability. You will oversee how customers discover, govern, observe, and optimize their AI/SI estate, presenting a single, coherent view of AI behavior, performance, and risk.

You will work with product managers, designers, and engineers to ensure timely delivery, strong risk controls, and measurable success, while

Qualifications

• Experience integrating AI/SI into work processes or decision-making.
• Bachelor's degree or higher in CS, Engineering, or Data Science.
• 12+ years of product management experience in observability, monitoring, AI/ML, or data platforms.
• Strong knowledge of LLM and agent evaluation methods.
• Familiarity with governance, risk, and security in AI/SI systems.
• Proven track record delivering user-centric AI/SI or platform products.
• Ability to align across platform and product teams without direct authority.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to work under uncertainty in a fast-paced environment.

Responsibilities

• Shape and deliver the roadmap for SICT Observability aligned with risk and discovery.
• Own evaluations and Judges to score AI/SI behavior and performance.
• Deliver per-asset monitoring and sampling controls and detect anomalies early.
• Drive trace redaction and gateway observability for safe model inspection.
• Collaborate with observability platform and LLM gateway teams for a cohesive view.
• Define and monitor success metrics including time to detect anomalies.

Skills

AI/SI integration

Senior product management

Cross-functional leadership

LLM evaluation methods

Observability/monitoring

Stakeholder management

Communications excellence

Uncertainty navigation

Platform product delivery

Risk and security awareness

Education

Bachelor's degree or higher in CS/Engineering/Data Science

Job description

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 are looking for a highly motivated Staff / Senior Product Manager to help drive Observability for AI/SI Control Tower (SICT) — the product customers use to discover, govern, observe, and optimize their AI/SI 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 help define and deliverer the roadmap for evaluations, monitoring, and trace observability, so customers can see how their AI behaves, performs, and how risky it is — in one place — and detect anomalies before they reach production.

What you get to do in this role

• Shape and deliver the roadmap for SICT Observability aligned with SICT's risk and compliance, security, and discovery capabilities.
• Own evaluations and Judges — conversation and voice evaluations, plus out-of-the-box and custom Judges — so customers can score how their AI/SI behaves and performs.
• Deliver per-asset monitoring and sampling controls that let customers balance signal quality against cost and detect anomalies early.
• Drive trace redaction and gateway observability so every model call is visible and safe to inspect.
• Partner closely with the observability platform and LLM gateway teams so the signals they produce show up in SICT as one coherent view of AI/SI behavior, performance, and risk.
• Define and monitor success metrics for the area, including time to detect an anomaly.

Qualifications

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/SI-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, Data Science, or a related field.
• 12+ years of experience in product management, preferably in observability, monitoring, AI/ML, or data platform domains.
• Strong working knowledge of LLM and agent evaluation methods (e.g., LLM-as-a-judge), AI/SI observability, tracing, and telemetry.
• Familiarity with AI/SI governance, risk, and security concerns, including data privacy and sensitive-data handling in AI/SI systems.
• Proven track record of delivering high-quality, user-centric, and impactful AI/SI or platform products.
• Demonstrated ability to drive alignment across platform and product teams without direct authority.
• Excellent communication, presentation, and stakeholder management skills.
• 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. 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 [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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