Lead the strategy, design, and scaled adoption of agentic AI on the ServiceNow platform—bringing together NOW Assist, GenAI orchestration, guardrails, and process automation to deliver measurable outcomes across ITSM and adjacent domains. Define the product vision and roadmap, partner with platform and business stakeholders, and ensure responsible AI implementation in a complex, global enterprise.
Responsibilities- Own the agentic AI product roadmap for ServiceNow (NOW Assist, AI Search, agent actions in Agent Workspace) with clear value/KPIs.
- Translate user research into AI‑powered features and experiments; manage backlog, releases, and adoption in Agile ceremonies.
- Design LLM‑driven flows that combine Virtual Agent, Flow Designer, Decision Tables, and integration actions with safe fallbacks.
- Establish Responsible AI guardrails (privacy, data residency, bias checks, human‑in‑the‑loop) and secure prompt/content governance.
- Partner with integration teams to connect agentic actions to enterprise systems (identity, ERP, collaboration etc.) with auditability.
- Drive adoption & outcomes to meet metrics (Value Realization, CSAT/ESAT, MTTR, automation rate, deflection, quality), run A/B tests and PIRs for continuous improvement.
- 10+ years of total experience in AI Product Management for IT Operations / Service Management and digital transformation in large, global enterprises.
- 10+ years leading programs or products with hands‑on ServiceNow platform work (configuration, customization, releases).
- Deep Agentic delivery experience (roadmaps, architectures, design, solutioning, sustain) and stakeholder management leadership.
- ITIL certification (v3 Expert/Intermediate or ITIL 4 Practitioner)
- 8+ years deep experience with ServiceNow ITSM (other modules a plus).
- 3+ years in AI/ML frameworks, Process Mining, Automation and ServiceNow integrations; practical exposure to NOW Assist and Agentic AI
