Staff Inbound Product Manager

Knowledge is the connective tissue of employee self-service, and the quality of that knowledge influences how well AI systems perform. Bad articles don't just frustrate employees; they produce assured wrong answers from AI agents. This role exists to close that gap. As a Staff Technical Product Manager on the AI Experiences & Platform Products team, you will own the product strategy and delivery for ServiceNow's enterprise employee-facing Knowledge Management product, built on ServiceNow Knowledge Center. You will drive governance frameworks, article lifecycle tooling, content quality standards, and the AI-readiness of the knowledge base that powers Now Assist, Moveworks and Employee Works across the enterprise. You will also serve as the internal customer zero for ServiceNow KM capabilities, validating features and representing production experience in customer-facing forums. What you get to do in this role Product ownership & roadmap Own the technical product vision and roadmap for the enterprise employee-facing Knowledge Management product, including article authoring experience, lifecycle management, governance tooling, and AI readiness capabilities Define, prioritize, and refine requirements; document epics and stories with clear acceptance criteria; drive end-to-end feature delivery in partnership with engineering, UX, and platform teams Make trade-off choices between what's possible, desirable, and viable and communicate the reasoning clearly to stakeholders across DT and the business domains. Knowledge governance Guide the enterprise Knowledge Governance model: ownership structure, champion accountability, pillar coverage, and scaled governance across all employee-facing knowledge domains Build and maintain the knowledge lifecycle framework, authoring, republishing, expiry, and retirement with policies and operational workflows that work at enterprise scale without constant intervention Define and operationalize the Knowledge Health Score and standards that connect article quality to AI system performance across the enterprise AI-readiness & content quality Own the product definition for AI-facing knowledge quality: structural requirements, quality standards, and gap identification across the enterprise knowledge base Partner with IT Service Management Team (AI Agents), Search & Conversational Interfaces (Now Assist and Moveworks) teams to understand how knowledge quality affects AI confidence and answer accuracy and build the feedback loop into governance Surface and prioritize knowledge gaps that cause AI failures or broken self-service experiences before they reach employees Customer zero Serve as ServiceNow's internal customer zero for ServiceNow Knowledge Center and Now Assist authoring capabilities. Validate features, surface issues early, and provide structured product feedback that influences the ServiceNow KM product roadmap Represent production experience in Now-on-Now customer engagements and executive briefing centers; translate internal results into credible customer-facing narratives Success measurement Define adoption, quality, and AI-performance metrics across the enterprise KM product; instrument them and establish baselines Examine usage data and knowledge telemetry to inform prioritization; validate impact post-launch Run retrospectives; use what the data says to drive iteration

To be successful in this role you have: 7+ years of Technical Product Management experience, with demonstrated ownership of knowledge management, content platforms, or enterprise self-service products at scale Fluency in AI: Experience using AI in your own work processes such as drafting requirements, reviewing data, automating workflows, not just awareness of AI trends Delivered at least one AI-powered product or AI-consuming capability with measurable outcomes Day-to-day fluency in tools like Claude, Copilot, as part of how you work, not an occasional experiment Governance instincts: you can design accountability structure