Staff Technical Product Manager - AI Observability

$158,500 - $277,500/Yr

ServiceNow - Santa Clara, CA

Full-time - Mid Level

Santa Clara, CA

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

As a Staff Technical Product Manager for AI Observability at ServiceNow, you will play a pivotal role in shaping the future of our core platform offerings. This position is not just about managing products; it's about bridging the gap between business requirements and technical execution. You will lead the product strategy and roadmap for AI-fueled Infrastructure, application, and endpoint observability, utilizing the ServiceNow platform and its products such as ITOM, Event Management, Metric Intelligence, Health Log Analytics (HLA), and Digital Employee Experience (DEX). Your work will directly impact how our customers experience and utilize our observability solutions. In this collaborative role, you will partner closely with IT operations, engineering, design, and product business units. You will be the champion for our ServiceNow observability platform and products, driving adoption and maximizing their value for our customers. Your responsibilities will include translating business requirements into clear, actionable technical specifications for development, and working with business product managers and stakeholders to define the product vision, roadmap, and user experience for the ServiceNow observability and intelligence platform. You will craft compelling user stories that maximize value and address user needs, own and manage the product backlog, and prioritize stories, epics, and enablers for optimal delivery. Collaborating with engineering teams, you will assess technical feasibility, define development approaches, and estimate timelines. Clear and transparent communication will be key, as you will present product concepts, roadmaps, and delivery timelines to stakeholders. Additionally, you will participate in user acceptance testing (UAT) and advocate for improvements based on user feedback, ensuring the conceptual, design, and technical integrity of product features and components. Building proof-of-concepts (POCs) for potential solutions and technologies in collaboration with product management and engineering will also be part of your role.

Responsibilities

• Translate business requirements into clear, actionable technical specifications for development.
• Partner with business product managers and stakeholders to define the product vision, roadmap, and user experience for the ServiceNow observability and intelligence platform.
• Craft compelling user stories that maximize value and address user needs.
• Own and manage the product backlog, prioritizing stories, epics, and enablers for optimal delivery.
• Collaborate with engineering teams to assess technical feasibility, define development approaches, and estimate timelines.
• Champion clear and transparent communication, presenting product concepts, roadmaps, and delivery timelines to stakeholders.
• Participate in user acceptance testing (UAT) and advocate for improvements based on user feedback.
• Maintain the conceptual, design, and technical integrity of product features and components.
• Build proof-of-concepts (POCs) for potential solutions and technologies in collaboration with product management and engineering.

Requirements

• 10+ years of experience in product management or a related field, with a focus on enterprise software.
• 5+ years of experience working with the ServiceNow platform.
• Proven track record of successfully launching and managing IT infrastructure, application, and endpoint monitoring and observability products.
• Deep expertise in ServiceNow platform architecture, particularly ITOM, Event management, Metric intelligence, Health Log Analytics (HLA), and Digital Employee Experience (DEX).
• Strong understanding of IT service management (ITSM) best practices.
• Excellent communication, collaboration, and presentation skills.
• Ability to translate technical concepts into clear and concise language for both technical and non-technical audiences.
• Data-driven approach with a strong focus on user needs and business goals.

Nice-to-haves

• Experience working with DevOps methodologies and practices.
• Experience with observability/monitoring tools like Splunk, Logic Monitor and similar.
• Knowledge of AI solutions and large language models like OpenAI, Mistral etc.
• Experience with API design and integration.
• Experience with cloud computing platforms (AWS, Azure, GCP).

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 (subject to eligibility requirements).