ServiceNow Product Manager

Position Overview

We are seeking an experienced ServiceNow Product Manager to own the product strategy, roadmap, and outcomes for one or more ServiceNow domains. This is a product led, outcome driven role focused on maximizing enterprise value from the ServiceNow platform by treating it as a strategically architected portfolio of services, not just a ticketing or request tool.

The ideal candidate brings deep ServiceNow functional expertise, a strong product mindset, and the ability to lead enterprise stakeholders while balancing platform sustainability, standardization, and business agility.

Key Responsibilities

Product Strategy & Ownership

• Define and own the product vision, multi year roadmap, and success outcomes for assigned ServiceNow product areas
• Translate enterprise objectives, business priorities, and risk considerations into clearly defined product outcomes
• Make informed decisions on configuration vs. customization, capability usage, and technical tradeoffs to ensure long term platform health

Strategic Service Architecture & Catalog Management

• Define and govern service architecture withinServiceNow, ensuring services are:
  • Intentionally designed
  • Consistently structured
  • Easily consumable across the enterprise
• Establish and maintain service taxonomies mapped to business capabilities, workflows, and data models
• Drive simplification and rationalization of services to reduce duplication and operational complexity
• Ensure service design aligns with CMDB integrity, reporting needs, and downstream integrations

Enterprise Stakeholder Leadership

• Act as the primary product authority for business leaders and technology partners
• Lead structured discovery, prioritization, and planning discussions focused on outcome based ServiceNow usage
• Manage competing stakeholder demands through transparent communication and value based prioritization
• Communicate roadmaps and decisions in clear, executive ready language

ServiceNow Capability Enablement & Governance

• Maintain deep, hands on understanding of the ServiceNow platform, including:
  • Workflows, forms, and user experience patterns
  • Data models, CMDB, and CSDM concepts
  • Integrations, reporting, and dashboards
• Partner with Architecture, Infrastructure, and Asset Management teams to define resiliency and governance boundaries
• Establish CMDB and data quality governance to support accuracy, reporting, and operational resilience
• Guide engineering teams to maximize out of the box capabilities and enforce standard usage patterns

Backlog, Intake & Prioritization

• Own the end to end product backlog, intake process, and prioritization model
• Ensure work meets product readiness standards, including:
  • Clear problem statements
  • Acceptance criteria
  • Dependencies and success measures
• Balance new demand with technical debt reduction, platform sustainability, and operational improvements

Measurement & Value Realization

• Define and track product level KPIs, such as:
  • Adoption and usage
  • Cycle time and efficiency
  • Data quality
  • User satisfaction
  • Operational impact
• Regularly evaluate metrics to identify opportunities for optimization, standardization, and increased value realization

Required Qualifications

Experience & Background

• 10+ years of hands on experience working with ServiceNow in a senior product, platform ownership, functional lead, or architect capacity
• Demonstrated experience managing enterprise scale platforms with multiple stakeholder groups and competing priorities
• Strong product mindset with the ability to frame problems, define outcomes, and prioritize based on value and risk

ServiceNow Expertise

• Deep functional understanding ofServiceNow, including:
  • Workflow orchestration and data models
  • CMDB, CSDM, and integrations
  • Reporting, dashboards, and data quality
• Experience across one or more coreServiceNow domains, such as:
  • ITSM
  • ITOM
  • ITAM
  • HR Service Delivery (HRSD)
  • Customer Service Management (CSM)
  • Governance, Risk & Compliance (GRC)

Required Certifications & Skills

• ServiceNow Technical Architect certification
• Experience implementing ServiceNow AI capabilities
• Experience with ServiceNow greenfield implementations
• Excellent communication skills with the ability to influence executive level stakeholders

Key Skills & Competencies

• Product Strategy & Roadmapping
• Enterprise Service Architecture
• Service Catalog Design & Governance
• CMDB & Data Model Leadership
• Stakeholder Management & Facilitation
• Value Based Prioritization
• Metrics, KPIs & Outcome Measurement