Senior Staff Technical Product Manager - Knowledge Management

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 — ServiceNow 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’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

We are seeking an experienced Technical Product Manager to lead the development and execution of our internal knowledge management strategy, with a strong emphasis on governance. This role will focus on enhancing the knowledge management systems and processes to support content creation, sharing, and consumption. The ideal candidate will have strong technical acumen, a solid background in knowledge management, and experience working with AI-driven solutions to improve user experiences across self-service platforms.

What you get to do in this role:   

• Product Strategy & Roadmap: Own the vision and roadmap for enterprise knowledge management, aligning them with business goals and employee needs.
• Governance: Establish and maintain governance policies for knowledge management to ensure content accuracy, consistency, and appropriate usage across all teams.
• Cross-functional Collaboration: Work closely with engineering, UX, and Stakeholders to ensure seamless integration and adoption of knowledge management solutions.
• Data-Driven Decisions: Analyze data from knowledge bases and user interactions to identify opportunities for improvement and enhancements.
• Feature Adoption: Lead the evaluation and implementation of new ServiceNow knowledge management product features.
• User Engagement & Feedback: Engage with end-users and internal stakeholders to gather feedback, identify pain points, and prioritize features.
• AI/Automation: Leverage AI, Gen AI, and automation tools to enhance knowledge creation, searchability, and content consumption.
• Performance Monitoring: 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.
• Training & Enablement: Develop and lead training programs to help teams effectively use knowledge management tools and processes.

To be successful in this role you have:

• 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 is required, 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.

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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 ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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