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.
If you think you are the right match for the following opportunity, apply after reading the complete description.
Job Description
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.
Qualifications
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.
Productjobs
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!
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