Technical Product Manager, Legal AI and Platforms

ServiceNow is hiring a Technical Product Manager to own AI and platform initiatives for its legal technology team. The role involves developing trusted AI agents, managing the product roadmap and delivery, measuring impact, and partnering with Legal, Product, Engineering, and other stakeholders.

Responsibilities:

• Own a multi-quarter roadmap for legal AI and platform initiatives across Contract Management Pro, Legal Service Delivery, and connected systems
• Plan each quarter in epics, then deliver through iterative development, testing, and production release
• Write epics, user stories, technical spikes, acceptance criteria, and solution approach documents that engineers can build from
• Prioritize a busy backlog with clear tradeoffs, and say no when it matters
• Lead discovery with legal and business teams, identify opportunities to improve workflows, and translate them into prioritized product requirements and measurable outcomes
• Design and deliver AI agents for legal work, such as advice and counsel recommendations, contract redlining against our standard terms, request intake and triage, and contract review
• Decide how agents retrieve knowledge, when people review their output, and how feedback improves them over time
• Use out-of-the-box and Now Assist capabilities first, and build custom only when the platform can't do the job
• Build quick prototypes to test AI performance and get stakeholder agreement before committing to a full build
• Make sure anything headed to production gets engineering review and hardening
• Prove it works
• Define evaluation criteria, test sets, and pass thresholds before any AI feature reaches production
• Run model and vendor evaluations without locking into a single model or provider
• Build and own value models (hours saved, request volume, cycle time) and report AI impact to senior leadership monthly and quarterly
• Establish baselines and measure adoption, cycle time, quality, and realized productivity improvements after launch
• Partner with our Product organization to co-develop and validate enhancements for potential inclusion in customer-facing platform releases
• Bring feedback from our own legal team into product roadmaps
• Align Legal, Procurement, Compliance, Product, Engineering, and Digital Technology stakeholders on shared priorities
• Work alongside business process managers and engineers in a shared delivery model

Requirements:

• 5+ years in technical product management, including ownership of a multi-quarter roadmap
• Experience with enterprise workflow platforms
• Experience shipping generative or agentic AI features, including LLM behavior, retrieval, and prompt design
• Experience defining evaluation methods for AI applications, including output quality, groundedness, task completion, and appropriate human review
• Experience on agile teams writing epics and user stories that engineers build from
• Clear executive communication: you can sum up portfolio status, value, and risk in a few slides
• Strong stakeholder management across legal, business, and technical teams
• Experience with ServiceNow Contract Management Pro or Legal Service Delivery
• Experience with legal, contract, or procurement workflows
• Hands-on experience with Now Assist or ServiceNow AI Agents
• Experience with other contract lifecycle management or legal AI platforms
• Experience co-developing with a product organization or serving as a design partner for a software product
• Experience with AI-native or prototype-first development