ServiceNow is seeking to develop advanced enterprise search with deep contextual and personalization capabilities to enhance user experience and support the company's growth ambitions, specifically at the intersection of Knowledge Graph and Enterprise Search.
Requirements
- Gen AI/LLM Technology: Deep understanding of AI/ML frameworks with demonstrated experience building GenAI, LLM, NLP, or context-aware search solutions
- Search, Knowledge Graph or Conversational AI Expertise: 6+ years in software product management, including at least 4 years driving innovation in search, knowledge graph, conversational AI or information retrieval
- Technical Vision & Innovation: Proven ability to evaluate emerging capabilities (context awareness, semantic layer, indexing strategies, relevance ranking) and translate them into differentiated product offerings
- Customer-Centric Mindset: A track record of delivering solutions that anticipate user needs and elevate customer experiences through data-driven insights
- Strategic Problem Solver: Exceptional skill in navigating ambiguity, framing trade-offs, and making decisions that balance technical feasibility, user experience, and business value
- Data-Driven Leadership: Expertise in synthesizing qualitative and quantitative data to inform strategy, validate hypotheses, and define success metrics
- Cross-Disciplinary Insight: Ability to work seamlessly across ML engineering, UX, and design teams, solving complex problems where machine learning quality and user experience intersect
Responsibilities
- Set the Vision & Strategy: Define and drive the roadmap for frontier enterprise search powered by knowledge graph context, Retrieval-Augmented Generation (RAG), and question-answering capabilities
- Lead High-Impact Innovation: Partner closely with ML research, engineering, and design teams to deliver cutting-edge search solutions that blend relevance, personalization, and scalability
- Own Outcomes, Not Just Features: Manage the full product lifecycle with accountability for measurable business impact—adoption, user productivity, and customer satisfaction
- Turn Insights into Action: Leverage user research, customer pilots, and market intelligence to shape product direction, ensuring solutions are both technically innovative and deeply customer-centric
- Drive Cross-Functional Alignment: Build strong partnerships across product teams to embed search and GenAI capabilities seamlessly into the broader platform ecosystem
- Measure What Matters: Establish clear metrics and frameworks to evaluate search quality, AI-driven value, and product success at scale
- Inspire & Develop Talent: Lead and mentor a small team of Product Managers, fostering technical excellence, strategic thinking, and customer-first innovation
Other
- Bachelor's degree or equivalent experience
- Travel requirements: not specified
- Clearance requirements: not specified
- Degree requirements: not specified
- Communication and cross-functional collaboration experiences: required
