Senior Inbound Product Manager - AIOps

Company Description

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.

Job Description

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. We leverage AI models to better understand anomalies, correlate related alerts, and identify probable root cause across many monitoring and observability solutions.

You will work closely with AIOps administrators to help them accelerate onboarding and implementation, optimizing for fast time to value and ROI. By deeply understanding their obstacles and how to overcome them, you’ll become a subject matter expert to our customer-facing teams, serve as the “voice of the customer” for our product and content development teams and ultimately deliver a better product experience.

What you get to do in this role:

• Customer engagement - Engage with customers and conduct market research to understand their needs, workflows, and pain points to inform the product direction.
• Product Enablement and Success - Work in tandem with solution consultants, product success, product content, and outbound product management teams to ensure the product's success and market adoption.
• Product Strategy - Develop and articulate a clear strategy and roadmap for the AIOps product line, identifying opportunities backed by strong reasoning.
• Industry Assessment - Engage in comprehensive research and conversations with end users, customers, partners, and industry experts to understand market dynamics and ensure our product is well-positioned.
• Product Innovation - Collaborate with Customers, Researchers, and Designers on developing and testing innovative product ideas.
• Product Execution - Collaborate closely with the engineering to implement and deliver cutting-edge products.

Qualifications

To be successful in this role you have:

• Experience: At least 5 years in product management, solutions architecture or product success in the IT operations market, showing successful product development and management.
• Customer Engagement: A track record in building customer relationships and delivering customer-centric solutions.
• Technical Expertise: Understanding of cloud-based solutions, log and metric data and basic knowledge of AI/ML technologies in IT operations.
• Systems Knowledge: Experience with system, network, application, and observability solutions.
• Guidance: Ability to make informed recommendations, balancing technical feasibility and potential, along with strong prioritization skills that are data-enabled and based on market needs.
• Strategic Thinking: Quick learner with a strategic mindset, effective communication skills.
• Adaptability: Comfortable with ambiguity, demonstrating flexibility and resilience.
• Education: Bachelor’s degree in Computer Science or a related field.

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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.

Additional Information

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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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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