Technical Product Manager, Legal AI and Platforms

Servicenow; United States; Remote; USD 132,000 - 230,000; Full time

Benefits offered by this job

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Equity

Job summary

ServiceNow’s legal team runs on ServiceNow. You will own a portfolio of AI and platform initiatives for our legal technology team within the Global Business Services Experience group.

The goal: give attorneys their time back by automating routine requests and speeding up complex ones. You'll prototype with AI, partner with Product to turn the best work into features customers use, and ensure governance and production readiness across contracts, delivery, and related systems.

Qualifications

• 5+ years in technical product management, including ownership of a multi-quarter roadmap.
• Experience with enterprise workflow platforms.
• Experience shipping generative or agentic AI features, including LLM behavior, retrieval, and prompt design.
• Experience defining evaluation methods for AI applications, including output quality, groundedness, task completion, and appropriate human review.
• Experience on agile teams writing epics and user stories that engineers build from.
• Clear executive communication: you can sum up portfolio status, value, and risk in a few slides.

Responsibilities

• Own the roadmap for legal AI and platform initiatives across Contract Management Pro, Legal Service Delivery, and connected systems
• Plan quarterly epics and deliver through iterative development, testing, and production release
• Write epics, user stories, technical spikes, acceptance criteria, and solution approach documents that engineers can build from
• Prioritize a busy backlog with clear tradeoffs, and say no when it matters
• Lead discovery with legal and business teams, identify opportunities to improve workflows, and translate them into prioritized product requirements and measurable outcomes
• Build AI agents legal teams trust
• Design and deliver AI agents for legal work, such as advice and counsel recommendations, contract redlining against our standard terms, request intake and triage, and contract review
• Decide how agents retrieve knowledge, when people review their output, and how feedback improves them over time
• Use out-of-the-box and Now Assist capabilities first, and build custom only when the platform can't do the job
• Build quick prototypes to test AI performance and get stakeholder agreement before committing to a full build
• Make sure anything headed to production gets engineering review and hardening
• Define evaluation criteria, test sets, and pass thresholds before any AI feature reaches production
• Run model and vendor evaluations without locking into a single model or provider
• Build and own value models (hours saved, request volume, cycle time) and report AI impact to senior leadership monthly and quarterly
• Establish baselines and measure adoption, cycle time, quality, and realized productivity improvements after launch
• Partner across ServiceNow
• Partner with our Product organization to co-develop and validate enhancements for potential inclusion in customer-facing platform releases
• Bring feedback from our own legal team into product roadmaps
• Align Legal, Procurement, Compliance, Product, Engineering, and Digital Technology stakeholders on shared priorities
• Work alongside business process managers and engineers in a shared delivery model

Skills

Multiyear roadmap ownership

Enterprise workflow platforms

AI feature shipping (generative/agent)

Agile epics & user stories

Executive communication

Tools

Now Assist

ServiceNow Contract Management Pro

Job description

ServiceNow's legal team runs on ServiceNow. NDAs, procurement contracts, conflict checks, and requests for legal advice all move through our own platform.

You'll own a portfolio of AI and platform initiatives for our legal technology team within the Global Business Services Experience team. The goal: give attorneys and legal professionals their time back. Fewer routine requests land on their desks. The ones that do get answered faster. And legal data is structured so AI agents can do useful work with it.

You won't hand requirements to engineering and move on. You'll prototype with AI, prove what works, and partner with our Product organization to turn the best of what we build into features our customers use. This is where we put AI to work for people, starting with our own.

What you get to do in this role:

• Own the roadmap
• Own a multi-quarter roadmap for legal AI and platform initiatives across Contract Management Pro, Legal Service Delivery, and connected systems
• Plan each quarter in epics, then deliver through iterative development, testing, and production release
• Write epics, user stories, technical spikes, acceptance criteria, and solution approach documents that engineers can build from
• Prioritize a busy backlog with clear tradeoffs, and say no when it matters
• Lead discovery with legal and business teams, identify opportunities to improve workflows, and translate them into prioritized product requirements and measurable outcomes
• Build AI agents legal teams trust
• Design and deliver AI agents for legal work, such as advice and counsel recommendations, contract redlining against our standard terms, request intake and triage, and contract review
• Decide how agents retrieve knowledge, when people review their output, and how feedback improves them over time
• Use out-of-the-box and Now Assist capabilities first, and build custom only when the platform can't do the job
• Build quick prototypes to test AI performance and get stakeholder agreement before committing to a full build
• Make sure anything headed to production gets engineering review and hardening
• Define evaluation criteria, test sets, and pass thresholds before any AI feature reaches production
• Run model and vendor evaluations without locking into a single model or provider
• Build and own value models (hours saved, request volume, cycle time) and report AI impact to senior leadership monthly and quarterly
• Establish baselines and measure adoption, cycle time, quality, and realized productivity improvements after launch
• Partner across ServiceNow
• Partner with our Product organization to co-develop and validate enhancements for potential inclusion in customer-facing platform releases
• Bring feedback from our own legal team into product roadmaps
• Align Legal, Procurement, Compliance, Product, Engineering, and Digital Technology stakeholders on shared priorities
• Work alongside business process managers and engineers in a shared delivery model

To be successful in this role you have:

• 5+ years in technical product management, including ownership of a multi-quarter roadmap
• Experience with enterprise workflow platforms
• Experience shipping generative or agentic AI features, including LLM behavior, retrieval, and prompt design
• Experience defining evaluation methods for AI applications, including output quality, groundedness, task completion, and appropriate human review
• Experience on agile teams writing epics and user stories that engineers build from
• Clear executive communication: you can sum up portfolio status, value, and risk in a few slides
• Strong stakeholder management across legal, business, and technical teams

Preferred

• Experience with ServiceNow Contract Management Pro or Legal Service Delivery
• Experience with legal, contract, or procurement workflows
• Hands-on experience with Now Assist or ServiceNow AI Agents
• Experience with other contract lifecycle management or legal AI platforms
• Experience co-developing with a product organization or serving as a design partner for a software product
• Experience with AI-native or prototype-first development

FD21

For positions in this location, we offer a base pay of $131,600 - $230,300, 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.

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 a