About this role
Staff Inbound Product Manager
Job Description
Knowledge is the connective tissue of employee self-service, and the quality of that knowledge influences how well AI systems perform. Bad articles don't just frustrate employees; they produce assured wrong answers from AI agents. This role exists to close that gap.
As a Staff Technical Product Manager on the AI Experiences & Platform Products team, you will own the product strategy and delivery for ServiceNow's enterprise employee-facing Knowledge Management product, built on ServiceNow Knowledge Center. You will drive governance frameworks, article lifecycle tooling, content quality standards, and the AI-readiness of the knowledge base that powers Now Assist, Moveworks and Employee Works across the enterprise. You will also serve as the internal customer zero for ServiceNow KM capabilities, validating features and representing production experience in customer-facing forums.
What you get to do in this role
Product ownership & roadmap
- Own the technical product vision and roadmap for the enterprise employee-facing Knowledge Management product, including article authoring experience, lifecycle management, governance tooling, and AI readiness capabilities
- Define, prioritize, and refine requirements; document epics and stories with clear acceptance criteria; drive end-to-end feature delivery in partnership with engineering, UX, and platform teams
- Make trade-off choices between what's possible, desirable, and viable and communicate the reasoning clearly to stakeholders across DT and the business domains.
Knowledge governance
- Guide the enterprise Knowledge Governance model: ownership structure, champion accountability, pillar coverage, and scaled governance across all employee-facing knowledge domains
- Build and maintain the knowledge lifecycle framework, authoring, republishing, expiry, and retirement with policies and operational workflows that work at enterprise scale without constant intervention
- Define and operationalize the Knowledge Health Score and standards that connect article quality to AI system performance across the enterprise
AI-readiness & content quality
- Own the product definition for AI-facing knowl