ServiceNow is used to set up systems that define, manage, automate and structure IT services for companies. At a very simple level, think of it as a tool that allows you to raise and track tickets as well as process and catalogue regular IT service requests.

Staff Product Designer, Platform

Job Description

Team & Role

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products. This role is part of our Product Design team that uses their superpower of empathizing, understanding, and applying our users’ and customers’ needs, with the mission to created product experiences they love. Our designers come from a diverse set of skills and background – design systems, visual, interaction, content, and product design. At ServiceNow, design has a very intentional seat at the table, so our team collaborates closely with both engineering and product management from the get-go.

Learn more about our team here: https://www.linkedin.com/company/servicenow/life/userexperience/

What you get to do in this role:

• You get to lead large, complex initiatives and deliver world-class experiences that influence product strategy and transform how people work around the world.
• You drive end-to-end product experiences that consider user and product ecosystems, workflow, and design patterns. You develop frameworks and principles to standardize and guide cross-team work.
• You will lead collaborative projects or work streams with multidisciplinary teams to deliver experiences that resonate with our users. You will share knowledge and expertise with others across the company to elevate colleagues, teams, and community of practice.

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.
• 7+ years of relevant design experience.
• An inspiring portfolio demonstrating the ability to distill complex problems into elegant, holistic solutions based on human-centered design and research data.
• Experience in developing frameworks and principles to standardize and guide cross-team work and successfully bring a product design from conception to launch with minimal supervision.
• A growth mindset, actively broadening areas of inquiry and learning, and seeking new opportunities and challenges.
• Ability to articulate and champion design solutions based on human-centered design principles and research data while influencing product experience strategy across a particular business unit or product line.
• Experience participating in the complete product development lifecycle of web and/or software applications.
• Experience in user experience design or industry experience (corporate, software, web or agency).

 

For positions in this location, we offer a base pay of $147,300 – $257,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

Senior Manager, CRM & Industry Expert Services

Job Description

Company Overview
We believe work matters. It’s where we spend a third of our lives. We are dedicated to creating a great workplace of the future by putting people at the heart of everything we do.

About the Role 

We are seeking a Senior Manager to join our growing Expert Services team supporting CRM and Industry Workflows. This leader will manage a team of Solution Architects and Consultants who partner with customers to design and implement CRM solutions on the ServiceNow platform. The Sr. Manager will play a critical role in enabling customer success, ensuring high-quality project delivery, and driving growth of the CRM & Industry Expert Services practice.

What You’ll Do 

• Lead & Develop Talent: Manage and mentor a high-performing professional services team, including Solution Architects, Technical Consultants, and Business Consultants. Build career paths, set performance expectations, and foster a culture of customer success and innovation.

• Delivery Excellence: Oversee the successful implementation of CRM and Industry workflow projects, ensuring engagements are delivered on time, within scope, and with the highest level of quality.

• Customer Partnership: Act as a trusted advisor to executives and stakeholders, helping them maximize value from the ServiceNow platform through industry-specific CRM solutions.

• Practice Development: Contribute to building delivery methodologies, playbooks, and accelerators to scale the CRM & Industry practice. Partner with GTM, Product, and Partner organizations to strengthen offerings and delivery capacity.

• Operational Leadership: Manage team utilization, project staffing, and financial performance to achieve revenue and margin goals.

• Innovation & Enablement: Drive adoption of new CRM capabilities, AI-powered workflows, and industry-specific solutions across your team and customers.

Qualifications

What We’re Looking For 

• Experience:

• 8+ years in professional services or consulting, with at least 3+ years in people management roles.

• Proven track record leading teams delivering CRM implementations (Salesforce, Microsoft Dynamics, Pega, ServiceNow, or similar SaaS platforms).

• Experience working with industry workflows (Financial Services, Insurance, Retail, or Telecom preferred).

• Leadership Skills: Strong people manager, able to inspire, coach, and grow talent. Comfortable balancing tactical project oversight with strategic practice development.

• CRM & SaaS Expertise: Deep understanding of CRM processes (case management, sales/service workflows, customer engagement). Familiarity with SaaS delivery models and multi-vendor ecosystems.

• Professional Services Acumen: Background in managing consulting delivery teams, including project staffing, utilization, and engagement governance.

• Collaboration: Ability to work across functions (Product, Sales, Customer Success, Partners) to drive customer and business outcomes.

• Education: Bachelor’s degree in business, technology, or related field (MBA a plus) or equivalent experience.

Requirements 

• ServiceNow Certifications – maybe obtained within first 90 days.

• Certified System Administrator

• Certified Implementation Specialist – Customer Service Management

• Ability to travel to support pre-sales and project implementations.

Senior Manager, Software Engineering

Job Description

The team

Core Platform Runtime Engineering builds the foundational technologies that power the compute tier of ServiceNow’s enterprise platform. The team is responsible for designing and delivering scalable, secure, and high-performance components that support mission-critical applications on our platform.

Key areas of focus include:

• Platform Infrastructure: JVM at scale, caching, event processing, cluster state management, log management, etc.
• Compute tier components like Asynchronous message bus, transaction/session processing, scheduler, and record watcher, etc.
• AI-Driven Enhancements: Usage tracking & insights to support intelligent AI-driven automation and governance.

Engineers in this org are working on scaling the platform using cutting-edge technologies that enable seamless growth and reliable performance, contributing to the evolution of the Now Platform.

What you get to do in this role: 

• Manage product development activities
• Work with product management, design, support and other dev teams to create high-quality solutions
• Manage daily activities of the development team
• Solve difficult and sometimes ambiguous problems
• Manage departmental resources, staffing, mentoring, and enhancing and maintaining a best-of-class engineering team

Qualifications

To be successful in this role you have:

• 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.
• 10+ years of experience with technologies relevant to SN and advanced coding skills with high-quality results.
• Experience managing employees who require little oversight in completing assigned work
• Experience providing direction, delegate assignments, and support to accomplish tasks with their team
• Experience with open source tools and agile development environments
• Fluency in one or more relevant programming language (Java, C++, Ruby. Shell, JavaScript)
• Ability to understand broad concepts and use those concepts to understand and develop solutions for problems
• Experience completing projects based on company priorities, context, risks and desired outcomes
• Ability to understand and implement best practices and coding standards about role specific requirements (e.g. programming languages and tools, network design, functional design, algorithms, patterns, design and development, etc.).

Staff AI Analytics Product Manager

Job Description

Digital Technology

We’re not yesterday’s IT department, we’re Digital Technology. The world around us keeps changing, and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.

We’re also changing the way people work. With a service-orientation toward the activities, tasks, and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our customers, and we live for our customers. We have high expectations, and a career at ServiceNow means pushing yourself to always be better.

As we continue our unprecedented growth, the company seeks to further establish its advanced data foundation and capabilities. We are building a mathematical enterprise for ServiceNow, leveraging all the data signals across the enterprise to guide business actions. We are increasingly investing in AI models to uncover insights to drive ACV growth for ServiceNow. The Senior AI Analytics Product Manager (Sales) will be a part of our GTM Sales and Partner Analytics team and a key contributor to fully owning and product managing enterprise AI model development as well as activating the models with sales and partnership teams via intuitive reporting views.

The Role 

This role requires strong sales domain expertise in the SaaS industry, experience with predictive sales metrics, and experience with enterprise reporting product management. This position will report to the Senior Director, Sales and Partner Analytics.

We are looking for a talented person with a strategic viewpoint who can grow and adapt along with our fast-paced business. The ideal candidate is relentlessly curious, has high diagnostic capability, and is passionate about creating innovative mathematical frameworks to understand trends, set business targets, identify opportunities, and predict business outcomes. This person is highly collaborative with cross-functional sales, marketing, strategy, and operations audiences at all levels of the organization.

What you get to do in this role:

• Be an AI Analytics thought partner to the global Channel Partnerships organization
• Identify opportunities to drive efficiency gains as well as incremental ACV unlock from the global Channel Partnerships business by product managing the development of AI-supported agentic workflows, prediction metrics, and insights
• Partner across the Digital Technology group (Data Scientists, ML Engineers, Data Engineers, Power BI Engineers, Platform Engineers, and others) to product-manage and deliver the AI capabilities
• Work cross-functionally to activate and enable end users to adopt the AI solutions and drive efficiency gains in their day-to-day, as well as drive incremental revenue potential for ServiceNow
• Develop user-centric dashboard/visualization layer prototypes of very high standards; AI Agents/Metrics /Insights should be consumable and actionable for GTM teams, thereby driving focus and impact to net new ACV and pipeline outcomes.
• Design reporting solutions with clarity on how users will act and create value from the metric and models; incorporate feedback loop instrumentation into the design.
• Bring the promise of data science and machine learning to reality using advanced data foundations for sales, increasing the effectiveness and speed of business strategies

Qualifications

To be successful in this role, we need someone who has:

Core Requirements

• 8+ years of experience within a GTM function (Channel Partnerships or Sales, or Customer Success, (etc.) in a B2B business model
• 8 years of experience in a data-informed field (e.g., Mathematics, Computer Science, Statistics, Engineering, Business, or a related field) is a must
• Prior experience in a Sales / Partner strategy domain is a must

Skills

• Proven track record of using data to drive business actions, including the ability to structure problems, interpret the data, and provide actionable recommendations through effective/compelling storytelling
• Must have some direct ‘AI product management’ experience in ideation through activation of Agentic AI solutions to solve revenue unlocking opportunities for GTM
• Experience with Tableau, Power BI (or similar tools/packages) is a must
• Experience with product development and managing agile scrum teams
• Strong SQL skills are desired
• Experience with Python, R, and Azure ML is a plus

Staff Machine Learning Engineer

Job Description

This Role is based in our Santa Clara office and requires two days in the office

PLATO (Platform Engineering and AI Technology Organization) at ServiceNow is a customer-focused innovative group building intelligent software using a variety of technology stacks to enable end-to-end, industry-leading work experiences for our customers. We are a group of people deeply invested in the success of our customers that happen to have expertise and knowledge in advanced technologies and software engineering best practices. We are data driven, structured, committed and we enjoy what we are doing. We prioritize robustness, performance and user experience over the technology stack and tools.

What you get to do in this role:

You will play a major part in building AI and Machine Learning (ML) platform that transform the user experience and workflow efficiency of enterprise services.

Your skills will enable us to build and optimize a high-performance inferencing platform, allowing our core platform to provide high quality AI solutions to our enterprise customers globally.

• Utilize your expertise in Python and Golang to develop high-performance components of the AI Platform.
• Collaborate with cross-functional teams to integrate AI capabilities seamlessly into workflows and user experiences.
• Ensure reliability and performance of AI models by applying best practices in software engineering and AI inferencing.
• Stay ahead of the curve by quickly learning emerging technologies and applying them to enhance the AI Platform.

Qualifications

To be successful in this role you have:

• 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.
• Low Latency Optimization: Experience in optimizing models for low latency inference, important for real-time applications.
• High Throughput Optimization: Knowledge of maximizing inference throughput.
• Real-time Systems: Understanding the constraints of real-time systems on model inference.
• Model Quantization and Compression: Practical experience in reducing model size and computational cost.
• Proficient in prompt engineering and developing LLM based features
• Experience in using AI productivity tools such as Cursor, Windsurf, etc
• Minimum 5 years of experience working in Software Development role.
• Proficiency in Python and Golang, with a strong grasp of software engineering principles.
• Hands-on experience with prompt engineering: ability to craft, test, and optimize prompts for task accuracy and efficiency.
• Demonstrated ability to thrive in fast-paced, dynamic environments.
• Knowledge of unit testing, profiling, and code tuning