Senior Staff Technical Product Manager - Knowledge Management

ServiceNow - Santa Clara, CA

Full-time - Senior

Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Senior Staff Technical Product Manager for Knowledge Management at ServiceNow is responsible for leading the development and execution of the internal knowledge management strategy. This role emphasizes governance and aims to enhance knowledge management systems and processes to support content creation, sharing, and consumption. The ideal candidate will leverage their technical acumen and experience with AI-driven solutions to improve user experiences across self-service platforms, aligning product strategy with business goals and employee needs.

Responsibilities

• Own the vision and roadmap for enterprise knowledge management, aligning them with business goals and employee needs.
• Establish and maintain governance policies for knowledge management to ensure content accuracy, consistency, and appropriate usage across all teams.
• Work closely with engineering, UX, and stakeholders to ensure seamless integration and adoption of knowledge management solutions.
• Analyze data from knowledge bases and user interactions to identify opportunities for improvement and enhancements.
• Lead the evaluation and implementation of new ServiceNow knowledge management product features.
• Engage with end-users and internal stakeholders to gather feedback, identify pain points, and prioritize features.
• Leverage AI, Gen AI, and automation tools to enhance knowledge creation, searchability, and content consumption.
• Define and track key performance metrics (KPIs) and objectives and key results (OKRs) for knowledge management, such as search accuracy, user engagement, knowledge article quality, and employee productivity and efficiency.
• Develop and lead training programs to help teams effectively use knowledge management tools and processes.

Requirements

• Minimum of 12 years of experience in technical product management, with a focus on knowledge management systems, content management systems (CMS), or related technologies.
• Minimum of 2 to 4 years experience with ServiceNow's ITSM product, including deep understanding of its knowledge management capabilities.
• Strong understanding of governance processes and policies in knowledge management.
• Proven track record of successfully launching and scaling knowledge management tools or features.
• Experience working with data analysis tools, machine learning, or AI to drive product decisions.
• Excellent communication skills and the ability to translate technical concepts into actionable product plans.
• Familiarity with agile methodologies and cross-functional team management.
• Knowledge of AI and machine learning technologies as they apply to content and knowledge management.

Benefits

• Health plans including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs