Product Manager, Employee Channels, Platforms & AI Utilities

Job description

Join the Employee Channels, Platforms & AI Utilities Crew as a Product Manager, taking end-to-end ownership of one or more enterprise products or platform capabilities. You will connect business outcomes, user needs and engineering realities across discovery, strategy, design, delivery, launch, adoption, operation and continuous improvement, helping a cross-functional pod deliver measurable value through resilient, secure and sustainable systems.

We’re looking for a Product Manager within Employee Channels, Platforms & AI Utilities Crew (part of GHRCS Products and Innovation) to:

• Own the end-to-end product vision, strategy, roadmap, and outcomes for the enterprise ServiceNow HR Platform, spanning employee self-service, HR case management, knowledge, lifecycle journeys, and connected HR systems
• Partner with HR, Technology, Operations, Architecture, Risk, Security, Privacy, and vendor stakeholders to translate business needs into platform capabilities, maintain a prioritized product backlog, and make value-based investment and release decisions.
• Drive platform-wide design and continuous improvement across Employee Center, Agent Workspace for HR Case Management, Case and Knowledge Management, employee journeys, automation, reporting, and integrations—favoring scalable, secure, and reusable solutions over localized customization
• Lead the product lifecycle for Now Assist with demonstrated experience managing capabilities such as case and chat summarization, resolution-note and knowledge generation, AI-powered search, Virtual Agent, and HR AI agents
• Establish strong platform and AI governance, including data quality, access controls, privacy, security, testing, human oversight, release readiness, and responsible use of AI in sensitive employment-related workflows
• Drive adoption and measurable value realization through stakeholder enablement, change management, user feedback, and KPIs covering usage, adoption, skill performance, service quality, employee experience, productivity, and business impact