Job Summary

Job Title: Product Manager, ServiceNow AI/Automation

Highmark Health: At Highmark Health, we are dedicated to transforming healthcare for our members and the communities we serve. Our integrated approach to health and wellness leverages innovative technology and strategic partnerships to deliver exceptional care and experiences. We are seeking a highly skilled and experienced Product Manager to lead the strategy, roadmap, and execution for AI and automation capabilities within our ServiceNow platform, driving efficiency, improving user experience, and supporting our digital transformation initiatives.

Position Summary The Product Manager for ServiceNow AI/Automation will be responsible for defining and delivering cutting-edge artificial intelligence and automation solutions that leverage the ServiceNow platform. This role will focus on enhancing our IT Service Management (ITSM), IT Operations Management (ITOM), Customer Service Management (CSM), and other Highmark business processes by integrating capabilities such as Virtual Agents, Machine Learning, Robotic Process Automation (RPA), Natural Language Understanding (NLU), and intelligent workflows.

The ideal candidate will possess a deep understanding of ServiceNow capabilities, strong product management principles, and a passion for leveraging AI/automation to solve complex business problems and drive measurable value. This role requires a strategic thinker who can translate business needs into technical requirements, guide development teams, and effectively communicate with stakeholders at all levels.

Key Responsibilities

- Establish and scale trusted AI as a core ServiceNow platform engineering capability in an ambiguous, fast-moving workplace
- Own the AI lifecycle: Define Measure Build Evaluate Improve Release Monitor
- Define AI evaluation methods, quality thresholds, and quality gates integrated into dev, regression, and release workflows
- Identify gaps where out-of-the-box domain specific AI capabilities fall short and plan for custom built to meet Business requirement. Use experimentation frameworks and A/B testing
- Enable continuous evaluation and token usage monitoring in production (vs. point-in-time testing). ensure every new AI capability ships with telemetry and discoverability built in from day one
- Partner with platform/product teams to validate and drive adoption of OOTB AI agents and influence the AI rollout platform roadmap with Process Owners/ Business
- Manage a team of AI specialists, engineers, and platform teams with or without direct authority




- In KPI add funnel evaluation, KPI definition tied to activation, adoption, conversion, retention, and expansion.
- Identify opportunities, understanding specifically how AI capabilities create customer value and adoption friction and take corrective actions to explicitly drive activation and time-to-value as owned outcomes
- Instead of just training and support ; add plan onboarding, in-product guidance, recommendations, nudges, and lifecycle engagement to accelerate time-to-value

Product Strategy Roadmap
- Define and own the product vision, strategy, and roadmap for ServiceNow AI and automation features, aligning with Highmark's overall digital transformation and IT strategies.
- Conduct market research, competitive analysis, and stay abreast of ServiceNow product releases and industry trends in AI/automation.
- Identify new opportunities for AI/automation to improve efficiency, reduce costs, enhance user experience, and drive business value across Highmark.
- Prioritize initiatives based on business impact, technical feasibility, and resource availability.

Requirements Design
- Translate high-level business requirements into detailed, actionable user stories, use cases, and acceptance criteria for AI/automation features.
- Collaborate closely with business stakeholders, IT teams, and user experience (UX) designers to understand needs and define optimal solutions.
- Work with architects and development leads to ensure technical feasibility and optimal design for scalable and maintainable solutions.

Execution
- Manage the full product lifecycle from ideation to launch and post-launch optimization.
- Act as the product owner within an Agile/Scrum framework, leading sprint planning, backlog grooming, and daily stand-ups.
- Coordinate with engineering, QA, and other cross-functional teams to ensure timely and high-quality delivery of AI/automation features.
- Monitor and analyze product performance post-launch, gathering user feedback and iterating on features to drive continuous improvement.

Stakeholder Management Communication
- Build strong relationships with key stakeholders across IT, operations, business units,



and executive leadership.
- Communicate product vision, roadmap, and release plans effectively to various audiences.
- Champion the adoption of AI/automation solutions, providing training and support as needed.
- Manage expectations and resolve conflicts by balancing business needs with technical constraints.

Performance Analytics
- Define key performance indicators (KPIs) and metrics to measure the success and business impact of AI/automation initiatives.
- Utilize data analytics to identify areas for improvement and inform product decisions.
- Present regular reports on product performance, insights, and recommendations to leadership.

Qualifications Education
- Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
- Master's degree preferred.

Experience
- 8-10+ years of experience in product management, with a proven track record of successfully launching and managing technology products.
- 3+ years of direct experience with ServiceNow, specifically leading or significantly contributing to the implementation and optimization of its AI/automation capabilities (e.g., Virtual Agent/Chatbot, NLU, Machine Learning, Predictive Intelligence, Flow Designer, Integration Hub, RPA).
- Experience working in an Agile/Scrum development environment is required.
- Experience with LLMs, GenAI, prompt/rubric design and monitoring model/agent behavior, drift, or telemetry.
- Requires demonstrated experience integrating AI into operational ITSM/ITOM work processes and decision-making
- Experience working in a CI/CD environment
- Healthcare industry experience is a plus.

Skills Knowledge
- Deep understanding of the ServiceNow platform and its various modules (ITSM, ITOM, CSM, HRSD, etc.) and how AI/automation can be applied.
- Strong knowledge of AI/ML concepts, NLU, RPA, and intelligent automation technologies.
- Excellent analytical, problem-solving, and decision-making skills.
- Exceptional communication (written and verbal), presentation, and interpersonal skills.
- Ability to influence and collaborate effectively with diverse teams and stakeholders.
- Proven ability to define product vision, strategy, and roadmap, and translate them into detailed requirements.
- Demonstrated ability to manage multiple priorities in a fast-paced environment.
- Certified Product Owner (CSPO) or similar certification preferred.
- ServiceNow certifications (e.g., CSA, CIS-ITSM, or specific product certifications) are a strong advantage.

📌 ServiceNow AI Product Manager (Chennai)
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