Principal Product Manager, ITSM - (Console)

Our Mission

At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place.

Who We Are

In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us!

Job Summary

About our team

Console, a Palo Alto Networks company, is building an AI-native platform for enterprise service management. We bring together service management, automation, knowledge, access and enterprise data so teams can understand what is happening across their organization, resolve issues and requests and automate work across the systems they already use.

About the role

ITSM is Console’s core product, delivering agentic service desk, workflow automation, and knowledge management for leading enterprises. Console disrupted this legacy industry by asking the question “what does an ITSM look like if AI agents can solve a majority of tickets before they ever reach a human?” We succeed and the product is rolled out company-wide with customers like Databricks, Webflow, and Chime to run all of their internal support and operations. Now, we are looking for a Staff PM to define and launch the next iteration of this product - to make Console the backbone for all operations in a 100,000 person organization. To be successful in this role, a product leader will need to apply fresh product thinking, deep user empathy, and the latest AI advancements to true enterprise-scale problems.

Qualifications

Key Responsibilities

• Lead the end-to-end product strategy and lifecycle for some or all of Console’s core ITSM product
• Develop close relationships with design partners and customers and become an expert in the current ITSM market
• Solve product challenges across AI automation, agent design, ticketing, and knowledge base and think of new solutions from first principles
• Own product positioning and help bring the product to market in partnership with sales and marketing
• Help define the product culture at Console as a startup within Palo Alto Networks and push the boundaries of how product gets built in the age of AI

Basic Qualifications

• You have 5+ years of experience in product management, launching and scaling technical products. You have worked on great B2B products in the past.
• You possess a strong technical background with experience working cross-functionally with engineering teams to ship technical products.
• You are deeply curious and have a growth mindset. The current rate of change in technology, AI, and software development is exciting to you and you want to be in the thick of it.
• You have great taste; you have strong opinions of how software should work and sweat the details.
• You wear many hats and you’re just as comfortable urgently troubleshooting a p0 bug as you are developing a strategy for entering a new market

Preferred Qualifications

• You have a background with products in ITSM, support, project management, or work management.
• You are a strong systems thinker and have designed state machines, lifecycle engines, or data models when building new products before.

Compensation Disclosure

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be the annual range listed below. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found here.

Our Commitment

We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together.

We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com.

Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

From the posting on Palo Alto Networks's job site. Read the original before you apply.