Senior Inbound Product Manager - AIOps

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are seeking an experienced Senior Inbound Product Manager to evolve the Service Now AIOps administrative experience. AIOps helps IT operations teams prevent or quickly resolve operational problems affecting critical services and applications. It reduces the number of critical incidents, improves service availability, and improves team productivity. It leverages AI models to better understand anomalies, correlate related alerts, and identify probable root cause across many monitoring and observability solutions.

This role will lead administrative workflows to accelerate onboarding and configuration, optimizing for fast time to value and ROI. You will also work closely with customers, design partners, and prospects to drive the evolution of our product to meet customer needs and drive adoption.

What you get to do in this role:

• Product Execution - Collaborate closely with the engineering leadership to implement and deliver cutting-edge products.

• Competitive Analysis - Engage in comprehensive research and conversations with end users, customers, partners, and industry experts to understand market dynamics and ensure our product is competitive.

• Product Strategy - Develop and articulate a clear strategy and roadmap for the AIOps product line, identifying opportunities backed by strong reasoning.

• Product Innovation - Collaborate with Customers, Researchers, and Designers on developing and testing innovative product ideas.

• Product Enablement and Success - Work in tandem with the outbound product management, marketing, and pre/post-sales teams to ensure the product's success and market adoption.

• Customer engagement - Conduct market research and engage with customers to understand their needs, workflows, and pain points to inform product decisions.

To be successful in this role you have:

• 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.

• Experience:
  
  At least 5 years in product management or as a solutions architect in the IT operations market, showing successful product development and management.

• Technical Expertise:
  Understanding of cloud-based solutions, log and metric analytics, and basic knowledge of AI/ML technologies in IT operations.

• Systems Knowledge:
  Experience with system, network, application, and observability solutions.

• Decision Making:
  Ability to make informed decisions balancing technical feasibility and potential, along with strong prioritization skills that are data-driven and based on market needs.

• Strategic Thinking:
  Quick learner with a strategic mindset, effective communication skills.

• Adaptability:
  Comfortable with ambiguity, demonstrating flexibility and resilience.

• Customer Engagement:
  Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions.

• Education:
  
  Bachelor’s degree in Computer Science or a related field.

For positions in this location, we offer a base pay of $140,700 - $239,200, 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 assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here () . To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive…