Technical Product Manager, Legal AI and Platforms

ServiceNow · Chicago, ILLINOIS, us

ServiceNow's legal team runs on ServiceNow. NDAs, procurement contracts, conflict checks, and requests for legal advice all move through our own platform.   You'll own a portfolio of AI and platform initiatives for our legal technology team within the Global Business Services Experience team. The goal: give attorneys and legal professionals their time back. Fewer routine requests land on their desks. The ones that do get answered faster. And legal data is structured so AI agents can do useful work with it.  You won't hand requirements to engineering and move on. You'll prototype with AI, prove what works, and partner with our Product organization to turn the best of what we build into features our customers use. This is where we put AI to work for people, starting with our own.  What you get to do in this role:   Own the roadmap   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  Build AI agents legal teams trust  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 across ServiceNow  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  To be successful in this role you have: 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  Preferred  Experience with ServiceNow Contract Management Pro or Legal Service Delivery  Experience with legal, contract, or procurement workflows&