Senior Staff AI/ML Product Lead - Enterprise Data

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.

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. 

The Team:

The ServiceNow Enterprise Data team builds AI powered data solutions to unlock full value of Enterprise data. This means building capabilities to elevate the automation and experience to build AI-native applications and empowering everyone with Enterprise data to enable data-driven decision making for every persona in the organization.  

We are looking for an experienced Technical Product Manager for Enterprise Data team, part of central Data & Analytics team. With a focus on AI, this person will lead the strategy, roadmap, and execution of data and AI platform capabilities that power next-generation intelligent enterprise applications to enable Enterprise Data for every persona and unlock full value of Enterprise data. This role focuses on building scalable, trusted, and AI-ready data infrastructure, enabling seamless integration of GenAI and Agentic AI capabilities ensuring data orchestration, model lifecycle management, and observability.

This is a technical product role and expects the candidate to bring in the hands-on expertise, ensuring enterprise-grade scalability, governance, and performance while delivering customer-centric, impactful solutions that accelerate AI adoption across the organization. The ideal candidate is a strategic thinker, fast learner, adept problem-solver, and obsessed about customer value. This is a unique role to simplify the complexities for the data-world and create value with unlocking enterprise data yet keeping security as the key consideration. 

What you get to do in this role:   

As we accelerate their AI transformation, the need for scalable, trusted, and data-rich platforms has never been greater. As a Sr Staff AI/ML Product Lead for Enterprise Data with a focus on Generative AI and Agentic AI, you will define and drive the solutions for AI-native data platform that power next-generation intelligent applications unlocking the full value of Enterprise data. In this high-impact role, you will: 

• Own the design, solution and execution for enterprise data and GenAI platform capabilities—focusing on data lifecycle management, prompt orchestration etc 
• Drive AI readiness and data initiatives, integrating governance, observability, and database capabilities into the data platform such as Snowflake 
• Collaborate closely with horizontal and vertical teams to embed AI-driven capabilities and experiences into key workflows, ensuring reusability, scalability, and trust across the ecosystem. 
• Perform research, partner with x-functional teams, users and business leads, to understand the opportunities and ideate for enterprise grade design and solutions, with a focus on scale, quality, security, and self-service across the enterprise. 
• Prototype and validate new Agentic AI and data-driven capabilities, translating early learnings into strategic product direction. 
• Design solutions with clarity on how users will act and create value from the data and AI models; incorporates feedback loop instrumentation into the design. 
• Drive the adoption of products amongst the user community, increase product satisfaction and drive ACV the impact from Analytics products 
• Combine technical depth with strategic focus, balancing innovation with operational excellence and performance optimization 
• Champion a customer-centric and data-driven culture, promoting a deep understanding of how data, AI models and intelligence come together to drive business outcomes 
• Influence across organizational boundaries, leading alignment between data, AI, and platform areas to ensure coherent architecture and shared innovation goals 

To be successful in this role you have:

• Typically requires 12+ years of related experience of enterprise Tech AI product management, including 5+ years in SaaS or Data/AI platforms 
• Hands-on data expert: Have deep domain expertise mastering datasets and metrics. Analyze data using (Python, SQL) and build solutions and prototypes 
• Strong Technical background in Applied AI/ML, Data Engineering, Data Science 
• Proven experience building and managing GenAI/LLM capabilities with deep understanding of Applied AI into Enterprise Data 
• Experience with Agentic AI systems, autonomous agents, retrieval-augmented workflows, or orchestration frameworks 
• Experience with vector databases, LLMOps, data observability, and responsible AI practices 
• Deep expertise on Snowflake data platform, cloud, scalability, workload management, data-architecture and overall governance 
• Ability to make trade-offs between technical feasibility, user experience, and business impact 
• Exceptional communication and stakeholder management skills to translate complex AI concepts into actionable business specs with outcomes 
• Demonstrated success driving large, cross-functional stakeholder in ambiguous, high-growth environments 

Preferred: 

• Understanding of ServiceNow platform is highly desirable 
• Having Figma expertise is a plus 

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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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