Senior Technical Program Manager

ServiceNow.com

Office

Orlando, Florida, United States

Full Time

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

Team & Role

We’re seeking a passionate and detail-oriented AI Business Product Manager with an emphasis on data science and product analytics for our Customer Support and Services (CSS) Business Product Management team. The ideal candidate is naturally curious, enjoys analyzing user behavior, product performance, and turning AI system outputs to drive enhancements in AI response quality. Strong analytical, communication and documentation skills are key, as you'll often translate data findings into clear, actionable strategies for technical and non-technical stakeholders

What you get to do in this role:

Analyze data related to customer service interaction data, AI performance, user behavior, and product usage to uncover actionable insights
Translate analytical findings into product requirements and business recommendations
Collaborate closely with product managers, and engineering teams to inform and validate improvements in AI functionality
Support development and measurement of KPIs related to AI response effectiveness and user satisfaction
Identify patterns, anomalies, and areas of opportunity through exploratory data analysis
Document analytical requirements, assumptions, processes, and findings clearly and thoroughly
Clearly communicate insights, strategies, and performance results to stakeholders across the organization
Drive continuous improvement through experimentation, A/B testing, and feedback loops

Qualifications

Preferred Qualifications:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Strong proficiency in SQL and data visualization tools (e.g., Tableau, Power BI)
Familiarity with Python, R, or similar for data analysis is a plus
Exceptional ability to analyze complex datasets and derive strategic business insights
Excellent documentation and communication skills; ability to bridge business and technical teams
Strong curiosity and a proactive mindset toward data exploration and product impact
Experience building new products that use challenging algorithms.
Experience in delivering highly scalable services in the enterprise world. Basic Qualifications:
5+ years of experience in a business or product analyst role, preferably in tech or AI domains
Bachelor's degree in business, Data Science, Computer Science, Economics, or related field

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. 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 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.