Product Manager- ServiceNow ITSM

About

Requirements

• 5+ years of experience in digital product management with additional experience in strategic planning, consulting, or business process reengineering is a plus.
• Deep ServiceNow Platform Expertise: 3+ years of experience working with ServiceNow, including ITSM modules (Incident, Request, Problem, Change, Knowledge), Service Catalog, and Now Assist, with demonstrated ownership of roadmap, backlog, and platform capability evolution.
• Omnichannel Service Delivery Experience: Proven experience designing and optimizing IT service experiences across multiple channels Phone, Walk-up, Live Chat, AI Chatbot, Web Portal, Mobile, and related digital touchpoints leveraging ServiceNow and integrated ecosystems.
• Experience with workflow optimization, automation, and AI technologies is strongly preferred.
• Strategic thinker with a strong customer orientation and passion for understanding and solving customers' needs. Proven experience translating customer insights into tangible deliverables.
• Excellent written and verbal communication skills. Will create and deliver presentations that have impact to influence colleagues and leaders across the organization.
• Ability to think strategically while consistently delivering incremental improvements to our global servicing experience.
• Experience with business process reengineering is strongly preferred with the ability to challenge the status quo and drive creative ideas and solutions.