Technical Staff Outbound Product Manager ITSMAI

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 abilities 5+ years in Customer Engagement, Marketing, or Program management roles Skills in business relationship management Prior experience with implementing, developing strategy for, or supporting ServiceNow products in an Enterprise Strong cross-functional, technical Program & Product and/or Marketing Management experience a plus Leading key programs & projects, including strategic customer programs within a fast-paced environment Ability to independently manage complex program objectives Experience defining and capturing product insights and collaborating with product teams Excellent documentation and presentation skills Ability to communicate abstract ideas clearly Willingness to work hands-on for impactful outcomes Experience with analytics and understanding of metrics and KPIs Thought leadership, critical thinking, and strategic thinking Ability to gather and analyze data to present decision options Facilitation skills in leading meetings, reviews, retrospectives, and customer workshops Strong customer orientation and the ability to anticipate and act Deep curiosity about customer needs and building customer relationships Demonstrated active listening and strong communication skills Ability to collate feedback for new initiatives and areas of improvement Quick learner with the ability to pick up tools, systems, processes and stays up-to-date on the latest AI and machine learning trends Strong prioritization skills to focus on high-impact activities Interpersonal skills and customer-centric attitude Flexibility to work across global time zones Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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