Servicenow
Technical Staff Outbound Product Manager- ITSM/AI
Servicenow, Santa Clara, California, us, 95053
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.Job Description
What you get to do in this role:The AI Insights Specialist is responsible for defining, planning & leading programs for the development of AI solution insights and best practices for our customers and partners to solve complex business challenges. This role requires a good understanding of AI and machine learning, as well as the ability to work effectively with cross-functional teams to deliver solutions that meet the needs of our internal stakeholders, customers, and partners. The AI Insights Specialist will also be responsible for managing customer use cases, value realization, AI governance practices, and engagements during the program lifecycle; ensuring that our customers are satisfied with our deliverables and that they are getting the most out of their AI investments while at the same time ensuring learnings are captured for scale teams.The AI Insights Specialist is responsible for overseeing the successful delivery of the defined customer-based deliverables to meet the adoption needs of key stakeholders, and collaborating with the customer project team and partners. The AI Insights Specialist ensures proper governance and support from team members, addressing risks and issues. This role will also assemble and lead the ServiceNow cross-functional resources, track progress, and manage any deviations.Key responsibilities include:Developing groundbreaking AI insights deliverables in the sphere of value, AI governance, and risk mitigation; and providing consultative and strategic deliverables on how fast following organizations can adopt Gen AI solutions.Understand customer adoption trends, aggregate these trends across 20+ customers, and develop best practices guidance for the next wave of Gen AI adopters.Understand Partner needs for implementing cutting edge Gen AI solutions, and keep pulse on emerging trends from both customers and partners as it relates to adoption practices and use case deployment.Proactively participate in customer engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. The AI Insights Specialist also provides regular updates to both customers and internal executive teams. They work with cross-functional projects, senior-level executives, and customers to deliver a unique set of guiding principles.The AI Insights Specialist acts as a thought leader, curating best-in-class advisory guidance across customers spanning multiple geographies and industries. They facilitate collaboration, decision-making, develop the path forward for scaled adoption. Coaching and managing team members to enable achievement of learnings from both the customer and the internal project team.Qualifications
A blend of technical expertise, management or advisory consulting experience, aptitude for storytelling, project management skills, and excellent communication abilities5+ years in Customer Engagement, Marketing, or Program management rolesSkills in business relationship managementPrior experience with implementing, developing strategy for, or supporting ServiceNow products in an EnterpriseStrong cross-functional, technical Program & Product and/or Marketing Management experience a plusLeading key programs & projects, including strategic customer programs within a fast-paced environmentAbility to independently manage complex program objectivesExperience defining and capturing product insights and collaborating with product teamsExcellent documentation and presentation skillsAbility to communicate abstract ideas clearlyWillingness to work hands-on for impactful outcomesExperience with analytics and understanding of metrics and KPIsThought leadership, critical thinking, and strategic thinkingAbility to gather and analyze data to present decision optionsFacilitation skills in leading meetings, reviews, retrospectives, and customer workshopsStrong customer orientation and the ability to anticipate and actDeep curiosity about customer needs and building customer relationshipsDemonstrated active listening and strong communication skillsAbility to collate feedback for new initiatives and areas of improvementQuick learner with the ability to pick up tools, systems, processes and stays up-to-date on the latest AI and machine learning trendsStrong prioritization skills to focus on high-impact activitiesInterpersonal skills and customer-centric attitudeBS/BA degree in computer science, engineering, or related discipline preferredFlexibility to work across global time zones
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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.Job Description
What you get to do in this role:The AI Insights Specialist is responsible for defining, planning & leading programs for the development of AI solution insights and best practices for our customers and partners to solve complex business challenges. This role requires a good understanding of AI and machine learning, as well as the ability to work effectively with cross-functional teams to deliver solutions that meet the needs of our internal stakeholders, customers, and partners. The AI Insights Specialist will also be responsible for managing customer use cases, value realization, AI governance practices, and engagements during the program lifecycle; ensuring that our customers are satisfied with our deliverables and that they are getting the most out of their AI investments while at the same time ensuring learnings are captured for scale teams.The AI Insights Specialist is responsible for overseeing the successful delivery of the defined customer-based deliverables to meet the adoption needs of key stakeholders, and collaborating with the customer project team and partners. The AI Insights Specialist ensures proper governance and support from team members, addressing risks and issues. This role will also assemble and lead the ServiceNow cross-functional resources, track progress, and manage any deviations.Key responsibilities include:Developing groundbreaking AI insights deliverables in the sphere of value, AI governance, and risk mitigation; and providing consultative and strategic deliverables on how fast following organizations can adopt Gen AI solutions.Understand customer adoption trends, aggregate these trends across 20+ customers, and develop best practices guidance for the next wave of Gen AI adopters.Understand Partner needs for implementing cutting edge Gen AI solutions, and keep pulse on emerging trends from both customers and partners as it relates to adoption practices and use case deployment.Proactively participate in customer engagement governance, timeline, scope, risk, change management, resourcing, reporting, and financials. The AI Insights Specialist also provides regular updates to both customers and internal executive teams. They work with cross-functional projects, senior-level executives, and customers to deliver a unique set of guiding principles.The AI Insights Specialist acts as a thought leader, curating best-in-class advisory guidance across customers spanning multiple geographies and industries. They facilitate collaboration, decision-making, develop the path forward for scaled adoption. Coaching and managing team members to enable achievement of learnings from both the customer and the internal project team.Qualifications
A blend of technical expertise, management or advisory consulting experience, aptitude for storytelling, project management skills, and excellent communication abilities5+ years in Customer Engagement, Marketing, or Program management rolesSkills in business relationship managementPrior experience with implementing, developing strategy for, or supporting ServiceNow products in an EnterpriseStrong cross-functional, technical Program & Product and/or Marketing Management experience a plusLeading key programs & projects, including strategic customer programs within a fast-paced environmentAbility to independently manage complex program objectivesExperience defining and capturing product insights and collaborating with product teamsExcellent documentation and presentation skillsAbility to communicate abstract ideas clearlyWillingness to work hands-on for impactful outcomesExperience with analytics and understanding of metrics and KPIsThought leadership, critical thinking, and strategic thinkingAbility to gather and analyze data to present decision optionsFacilitation skills in leading meetings, reviews, retrospectives, and customer workshopsStrong customer orientation and the ability to anticipate and actDeep curiosity about customer needs and building customer relationshipsDemonstrated active listening and strong communication skillsAbility to collate feedback for new initiatives and areas of improvementQuick learner with the ability to pick up tools, systems, processes and stays up-to-date on the latest AI and machine learning trendsStrong prioritization skills to focus on high-impact activitiesInterpersonal skills and customer-centric attitudeBS/BA degree in computer science, engineering, or related discipline preferredFlexibility to work across global time zones
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