Technical Product Manager Gen AI Product Builder

Job Description

The AI Frameworks & Solutions group is building a new AI Architecture team to experiment and build prototypes for potential new features. We are seeking a skilled Technical Product Manager | Gen AI Product Builder who is also a proven builder, ready to work closely with our Platform engineering teams on innovative solutions that provide Service Now with a competitive advantage in platform and AI technologies.

You will rely on your product management toolkit to identify and prioritize product hypotheses, and on your own AI-enabled rapid prototyping skills to put those hypotheses to the test.

This is not a traditional product owner role, but an incubation role.

You will become an expert at spotting gaps in our current product offerings, and your successful proofs-of-concept will graduate to become exciting new features for those products.

The ideal candidate will have an engineering or solutions consulting background, in addition to 0:1 product management experience. This is an exciting opportunity to work at the forefront of AI innovation, leveraging emerging technologies to push Service Now’s product capabilities forward.

• Stay up to date with the latest trends and advancements in AI and platform technologies. Provide informed recommendations and insights to PM leadership.
• Maintain your ability to rapidly prototype new features using the AI tools Service Now provides, including Figma Make, MS Copilot, Claude Code, SN Build Agent, and Windsurf.
• Work on cross-functional teams, including engineering, design, user research, and AI research, to develop and launch new PoCs.
• Effectively communicate and demonstrate PoC solutions to customers, and internal teams to gather feedback and iterate on solutions.
• Collaborate and co-create with customers to deploy the PoC, understand their business requirements, pain points, and goals, and adapt PoC solutions to meet their needs. Initial focus will be on agentic systems.
• Work closely with other stakeholders to define key performance indicators (KPIs), create scripts or processes to track them, and document the PoC success and value to customers.

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 8+ years of experience as a product manager or similar experience with education
• Translate customer needs into clear requirements, generating explicit product-design hypotheses, testing those hypotheses quickly and inexpensively, and advocating for the addition of your proven features into a product roadmap
• Strong experience working cross-functionally to ensure successful execution, aligning engineering, design, and business stakeholders around delivering customer and business value.
• Proficient in Service Now development, scripting (JavaScript, Glide, Python), and configuration. Experience with Service Now's core modules, including ITSM, ITOM, HRSD, CSM, or others is highly desirable.
• Proven experience in designing and architecting complex solutions on the Service Now platform.
• Experience working with PM, Design, Engineering and BUs.
• Demonstrated ability to work directly with customers, understand their requirements, and translate them into functional solutions.
• Excellent presentation, verbal, and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to think creatively and propose innovative solutions.
• Strong analytical skills with a data-driven approach to decision-making.
• Passion for innovation and technology with an entrepreneurial mindset and a proactive and hands-on approach. Ability to thrive in a fast-paced, dynamic environment.
• Ability to work closely with technical teams and understand technical challenges and opportunities.
• Understanding and experience with Generative AI technologies is required.

• Expertise in the Service Now platform and the ability to translate complex…