资深入境产品经理
Staff Inbound Product Manager
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段自动化繁琐任务的代码。她感动得热泪盈眶。那一刻激发了Fred创建一家公司，让每个人都能享受到这种便利——让人们摆脱琐事，专注于有意义的工作。如今，ServiceNow是企业转型的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流程，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一种AI原生文化，让技术和人才携手不可阻挡地前进。而我们才刚刚开始。
加入我们，让AI为人们服务。
#### 职位描述
知识是员工自助服务的粘合剂，知识的质量影响AI系统的性能。糟糕的文章不仅会让员工感到沮丧，还会导致AI代理给出错误的答案。这个职位的存在就是为了解决这一差距。
作为AI体验与平台产品团队的高级技术产品经理，你将负责ServiceNow企业员工面向的知识管理系统产品的战略和交付，该产品基于ServiceNow知识中心构建。你将推动治理框架、文章生命周期工具、内容质量标准以及支撑Now Assist、Moveworks和Employee Works的企业级知识库的AI就绪能力。你还将作为ServiceNow KM功能的内部客户零点，验证功能并在面向客户的论坛中代表生产环境的经验。
**你在该职位中将从事的工作**
**产品管理与路线图**
- 负责企业员工面向的知识管理系统产品的技术产品愿景和路线图，包括文章创作体验、生命周期管理、治理工具和AI就绪能力
- 定义、优先排序并优化需求；用清晰的验收标准记录史诗和故事；与工程、UX和平台团队合作，推动端到端的功能交付
- 在可行、理想和可持续之间做出权衡选择，并向DT和业务领域的利益相关者清晰地传达理由
**知识治理**
- 指导企业知识治理模型：所有权结构、倡导者责任、支柱覆盖范围以及所有面向员工的知识领域中的规模化治理
- 构建和维护知识生命周期框架
查看英文原文
#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### 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 knowledge quality: structural requirements, quality standards, and gap identification across the enterprise knowledge base
- Partner with IT Service Management Team (AI Agents), Search & Conversational Interfaces (Now Assist and Moveworks) teams to understand how knowledge quality affects AI confidence and answer accuracy and build the feedback loop into governance
- Surface and prioritize knowledge gaps that cause AI failures or broken self-service experiences before they reach employees
**Customer zero**
- Serve as ServiceNow's internal customer zero for ServiceNow Knowledge Center and Now Assist authoring capabilities.
- Validate features, surface issues early, and provide structured product feedback that influences the ServiceNow KM product roadmap
- Represent production experience in Now-on-Now customer engagements and executive briefing centers; translate internal results into credible customer-facing narratives
**Success measurement**
- Define adoption, quality, and AI-performance metrics across the enterprise KM product; instrument them and establish baselines
- Examine usage data and knowledge telemetry to inform prioritization; validate impact post-launch
- Run retrospectives; use what the data says to drive iteration
#### Qualifications
**To be successful in this role you have:**
- 7+ years of Technical Product Management experience, with demonstrated ownership of knowledge management, content platforms, or enterprise self-service products at scale
- Fluency in AI:
- Experience using AI in your own work processes such as drafting requirements, reviewing data, automating workflows, not just awareness of AI trends
- Delivered at least one AI-powered product or AI-consuming capability with measurable outcomes
- Day-to-day fluency in tools like Claude, Copilot, as part of how you work, not an occasional experiment
- Governance instincts: you can design accountability structures that hold, build standards people didn't ask for, and get buy-in without a mandate
- Strong technical judgment - you can scope a feature, write testable acceptance criteria, and hold a credible conversation with an engineer about implementation trade-offs
- Clear communicator across audiences: you can translate content quality problems into business risk for a VP, and translate product strategy into actionable requirements for a scrum team
- Demonstrated ability to turn ambiguous problems into a structured, prioritized roadmap
**Preferred qualifications**
- Hands-on experience with ServiceNow Knowledge Management, Knowledge Center, or Now Assist and/or Moveworks.
- Familiarity with how AI retrieval works and how knowledge structure affects AI answer quality
- Experience working with knowledge taxonomy, metadata standards, or content structure in a context where AI or search performance depended on it
- Prior experience in customer zero, as design partner, or internal beta capacity for an enterprise SaaS product
#### 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](https://careers.servicenow.com/life-at-servicenow#workpersonas). 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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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 [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) 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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