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Job Description: ServiceNow Product Leader, AI and Automation
Job Title: ServiceNow Product Leader, AI and Automation
Position Summary
We seek a strategic ServiceNow Product Leader with 15+ years of experience across CSM, ITSM, domain separation, enterprise integrations, AI, and workflow automation.
The role owns the enterprise product vision, roadmap, governance, delivery, and value realization, with particular responsibility for the secure and responsible adoption of generative AI, intelligent automation, predictive intelligence, AI Search, Virtual Agent, and agent-assist capabilities.
Success will be measured through improved customer and employee experience, service quality, productivity, operational efficiency, adoption,
and demonstrable return on investment.
Key Responsibilities
Product Strategy and Roadmap
• Define and own the enterprise ServiceNow vision, strategy, roadmap, and backlog across CSM, ITSM, integrations, automation, and AI.
• Align investment priorities with business outcomes, customer experience goals, enterprise standards, regulatory obligations, platform health, and technical debt.
• Prioritize high-value AI use cases, including summarization, agent assistance, intelligent routing, knowledge recommendations, predictive analysis, virtual agents, self-service, resolution guidance, and workflow automation.
• Develop business cases covering value, feasibility, risk, adoption needs, implementation complexity, licensing, and total cost of ownership.
• Evaluate relevant ServiceNow capabilities and market innovations, incorporating proven opportunities into the roadmap.
AI Governance and
📌 CT Managed Services SNOW Product Lead (India)
🏢 EY
📍 India