Chapter 3 ServiceNow
an incident record, because everything at ServiceNow is one
INC0000001· Priority: 1, Career CriticalIN PROGRESS
Short description: Jonathan's career at ServiceNow, Senior Product Manager, Regulated Markets
Opened
July 2024
State
In Progress
Assignment group
Regulated Markets → Hyperscaler & U.S. Isolated Cloud → Product
Configuration item
Regulated cloud portfolio, about $1.2B CACV
SLA
Exceeded
Affected users
800+ enterprise customers, all migrating happily
Work notes
Hyperscaler migration: leading the move to Azure Gov for 800+ enterprise customers, coordinating platform, legal, compliance, and capacity engineering.
Regulated GenAI: unlocking AI model availability inside security constrained government environments.
Knowledge agent: built on Copilot and Claude to synthesize sales and support signals, cutting repeat questions and ticket volume about 15%.
Product governance: established the regulated markets framework so new capabilities ship certified, with compliance built into the platform lifecycle.
Chapter 2 VidMob
a creative scorecard, because VidMob scores every ad it sees
Creative analysis: Jonathan's tenure at VidMob
Senior Product Manager · March 2022 to October 2023 · All platforms
98
High performing. Predicted to convert.
vidmob
jonathan_jules▾
Home
MANAGE
Creative Manager
Element Impact
SCORE
Pre-test
Guidelines
ANALYZE
Reports
Insights Library
CREATE
Creative Studio
Three areas I led: creative intelligence, ad platform integrations, and workspaces and access. Plus the packaging that monetized them.
💡The creative intelligence platform predicted campaign effectiveness from creative choices before launch, contributing to $30M in platform ARR growth.
Creative intelligence: led the 0 to 1 build, earning model trust through conversion lift correlation and user override feedback loops.
ADD ASSETS ✕
INTEGRATIONS
MMetaConnected
SSnapchatConnected
GGoogleConnected
Ad platform integrations: led the Meta, Snapchat, and Google integrations, unifying performance data from customers' three primary channels into one canonical model.
NameOrganization role
JJEnterprise brand teamAdmin ▴
Admin ✓ Can manage the organization, its people, workspaces, and apps.
Standard Can connect ad accounts and join scoped brand workspaces.
Workspaces and access: architected SSO, RBAC, and scoped brand workspaces, eliminating data exposure across brands and tripling users per enterprise account with zero security incidents.
Available with Analytics Subscription
Turn creative data into performance advantage
Learn more about AnalyticsPurchase without leaving the platform
Good Better Best packaging: led the breakdown of the product into Good, Better, Best tiers and shipped on platform purchasing, so customers could buy the upgrade without leaving the product.
Interlude Pathrise
a mentor dashboard, running in the margins of chapters 1 and 2
pathriseMentor DashboardJonathan Jules · Product and Interview Coach · 2021 to 2024, part time
Active fellows
8
rolling book of 6 to 10
Placed to date
100+
FAANG and beyond
Engagement
1 to 4 months
until the offer lands
Model
Contingency
paid only on placement
2Intake
3Prep
2Interviewing
1Offer
100+Placed
This week: mock interviews, resume reworks, two negotiations in flight, homework assigned to everyone.
Intake screen: built the screening criteria Pathrise used to decide who to admit, protecting a model where the firm was paid only once a fellow landed.
Two audiences: career changers breaking into product and working PMs leveling up, coached across mocks, resume, positioning, and negotiation.
Progressive coaching: homework between every session, so each week built on the last instead of starting over.
Chapter 1 Microsoft
a Dynamics 365 work order, because every stage of it got completed
Dynamics 365| Career Management
+ New🗑 Delete↻ Refresh✉ Email a Link
WO-2016-0716 · Jonathan Jules
Work Order · Microsoft · July 2016 to March 2022✓ All stages completed
✓WindowsInfrastructure Engineer · 2016 to 2018
✓Azure InfrastructureTechnical PM · 2018 to 2020
✓Field ServiceTechnical PM II · 2020 to 2021
✓SustainabilityTechnical PM II · 2021 to 2022
Duration: 5 years 8 monthsService account: MicrosoftBilling status: value delivered
Key projects
Cloud for SustainabilityDynamics 365 · Technical PM II
Carbon accounting: standardized Scope 1 to 3 workflows across 5 enterprise pilots, lifting automated emissions calculations from 30% to 75%.
Unified data model: merged 10+ Azure and ERP sustainability sources into one model, cutting reconciliation discrepancies about 30%.
Field ServiceDynamics 365 · Technical PM II
RSO migration: moved Resource Scheduling Optimization from single tenant to multi tenant Azure, cutting infra costs 30%, tripling tenant capacity, holding six nines availability.
Scheduling performance: redesigned travel time retrieval with direct Azure distance matrix calls, reducing scheduling latency about 20%.
Azure CapacityCloud Infrastructure · Technical PM
Global expansion: executed capacity strategy across 250+ clusters, increasing deployable capacity 15%.
Utilization model: built telemetry backed prioritization that reclaimed about 4M vCPUs, unlocking about $40M in revenue capacity with no new hardware.
WindowsOS Infrastructure · Engineer
Automation tooling: engineered Python and C/C++ tooling to diagnose and optimize Windows infrastructure, reducing manual triage 25%.
Prologue The engineering years
before product, there was hardware
Intel
Electrical Engineer · 2015
Ran hardware and firmware reliability testing, validating next generation controller and interface modules.
UTC Aerospace Systems
Electrical Engineer · 2014
Tested control loop systems, designed fiber optic cabling in AutoCAD, and built a component derating analysis tool.
East Coast Optical Technologies
Optics Engineer · 2012
Helped design and assemble a radiological imaging camera, running MATLAB laser experiments to map radiation in 3D.
Next chapter: how I actually think through this work.
How I think.
Five principles that show up in everything I ship, from regulated clouds to weekend apps.
01
Find the problem behind the request
The loudest ask is rarely the real one. The request on the table is usually a symptom of something deeper, so I slow down, find who is actually hurting and why, and build for the cause instead of the symptom.
02
Platforms compound, patches decay
A feature answers one request. A primitive answers requests nobody has made yet. I build workspaces, permissions, and integrations as durable contracts rather than quick fixes, because an integration is a relationship you operate, not a logo you announce. Platforms pay compound interest. Patches quietly rot.
03
AI is an operating model, not a feature
Bolting a chatbot onto a workflow is not a strategy. I rebuild the workflow around what the model is actually good at, then ship it and let the deploy history do the talking. Building these systems myself is how I stay honest about what they can and cannot do.
04
Restraint is a product decision
The hardest calls are about what the product refuses to do. In the products I study and the ones I ship, trust comes from staying out of the moments that do not belong to you.
05
Roadmaps move at the speed of trust
Assume good intent, make people feel seen, let the thoughtfulness show. Platform, legal, compliance, capacity engineering, sales: the plan only moves as fast as the trust between the people behind it.
Next chapter: these principles at work, frame by frame.
Work experiences.
Real product work, broken down frame by frame: the setup, the tension, the call, and what happened.
Legend
deep dive
product work I shipped myself, told from the inside: the constraints, the calls, the results.
teardown
someone else's product, studied from the outside for what makes it work.
This chapter is gated.
The deep dives and teardowns open with a passphrase.
Next chapter: things I build on my own time.
Side projects.
Things I build on my own time to scratch a real itch, each one shipped, not just sketched.
This chapter is gated.
The build logs and prototypes open with a passphrase.
Next chapter: the tools behind all of it.
The toolbox.
What I actually reach for, and what each one is for.
AI
the daily brains
Claude Code · My daily build partner. Sites, agents, prototypes, this page.
ChatGPT · Thinking out loud, second opinions, fast drafts.
OpenRouter · One key, every model. The right brain per job.
Product
where the thinking lives
Notion · The HQ. Trackers, pipelines, and plans in one place.
Granola · Meeting notes that write themselves while I stay in the conversation.
Design & story
how it looks and lands
Figma Make · From idea to clickable design without the ceremony.
Gamma · Decks and docs that build themselves around the story.
Video
show, don't tell
Descript · Editing video like a doc. Demos and walkthroughs.
Guidde · Turning workflows into shareable how to videos.
Engineering
where it ships
GitHub · Every project lives here, versioned from day one.
Vercel · From repo to live site in one push, this site included.
Supabase · Postgres, auth, and storage without standing up a backend.