Principal Inbound Product Manager - Performance Telemetry

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The Team: Core Platform Business Unit
Core Platform is a global organization made up of hundreds of Software Engineers, Quality Engineers, Product Managers, Designers, Strategic Operations, and Leaders. We deliver best-in-class performance, resiliency, scalability, and security for over 8,400 customers, including more than 85 percent of the Fortune 500, with a 98 percent renewal rate. As the foundation of the Now Platform, Core Platform powers Runtime and Development capabilities that digitize workflows across departments and critical systems.

This specific team is within the Telemetry group that belongs in the Platform Core Experiences. They are responsible for collecting, processing, and displaying performance data at scale for internal and external needs.

This position reports to: Director, Inbound Product Management - Platform Analytics

What you get to do in this role:

• Vision & Strategy Development
  • Define and drive the strategic vision for enterprise performance telemetry across all platforms and environments (cloud, on-prem, mobile, etc.).
  • Develop a comprehensive 3-year roadmap that aligns with company goals and user needs, focusing on scalability, reliability, and data visibility.
  • Partner with executive leadership to prioritize strategic initiatives that support innovation, operational excellence, and customer satisfaction.
  • Identify key performance indicators (KPIs) for product and platform health to inform leadership reporting and real-time monitoring solutions.
• Product Planning & Execution
  • Collaborate with Engineering, Design, and QE teams to define desired product outcomes, success metrics, and acceptance criteria.
  • Lead release planning activities including epic and user story creation, backlog grooming, sprint planning, and stakeholder demos.
  • Ensure telemetry solutions are highly performant, secure, and seamlessly integrated into existing workflows.
  • Partner with DevOps and architecture teams to evolve observability standards and instrumentation practices.
• Customer & Stakeholder Engagement
  • Actively engage with customers, partners, and internal stakeholders (e.g., SRE, Support, Customer Success) to capture feedback and identify pain points.
  • Translate user insights into actionable product requirements and enhancement opportunities.
  • Lead customer discovery sessions and proof-of-concept initiatives to validate new telemetry capabilities and UX flows.
  • Serve as the internal voice of the customer for all things performance telemetry—balancing internal priorities with external impact.
• Cross-Functional Leadership
  • Act as the subject matter expert on telemetry best practices and observability tooling across the organization.
  • Evangelize the use of telemetry data to drive operational decisions, improve reliability, and optimize system performance.
  • Collaborate with Product Marketing and GTM teams to communicate the value and competitive differentiation of new telemetry capabilities.
  • Contribute to technical documentation, release notes, and internal training to support product adoption and stakeholder alignment.

To be successful in this role you have:

• 8+ years of experience leading and delivering data-intensive applications in application performance monitoring, observability, or AI monitoring.
  • Master’s degree with 6+ years or PhD with 3+ years equivalent
• Expertise in the performance domain—balancing tradeoffs in data collection, transport, storage, and query at scale.
• Ability to navigate and align a matrixed organization with diverse internal and external data needs.
• Strong domain knowledge of application performance monitoring and observability tools (e.g., New Relic, Datadog, Dynatrace, Splunk, Grafana)
• Working knowledge of Open Telemetry Protocols, collectors, and exporters
• Experience with data collection, warehousing, and query solutions for large-scale environments.
• Proven track record leading and running Scrum teams in an Agile environment—driving backlog prioritization, sprint execution, and cross-functional collaboration.
• Experience in AI Agent observability is highly preferred.
• 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.

FD21

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.

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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.