Service Management Platform, ServiceNow Product Management

📋 Description

• Take charge of the product vision, strategy, and roadmap for the enterprise Service Management Platform (ServiceNow), encompassing ITSM, Technology Management, and Core Platform functionalities.

• Foster platform governance to ensure adherence to enterprise architecture, security protocols, and strategic objectives.

• Collaborate with key stakeholders to prioritize platform improvements and backlog items based on value, risk, user impact, and operational requirements.

• Guarantee that platform capabilities scale efficiently and enhance enterprise-wide service management maturity.

• Spearhead initiatives to promote organizational adoption of platform features, ensuring successful enablement and enhanced user experiences.

• Gather and assess platform feedback to inform iterative improvements and future roadmap development.

• Act as an escalation point for significant platform issues and oversee L3 incident management, coordinating with technical teams to address complex operational challenges.

• Define and assess platform KPIs to convey product value and operational influence.

• Perform market and industry research to uncover new ServiceNow capabilities, trends, and best practices that drive platform advancement.

• Engage and manage stakeholders from business and technology teams, ensuring alignment, transparency, and collaborative decision-making.

• Outline epics, features, and acceptance criteria to direct development teams.

• Convert platform strategy into actionable functional requirements.

• Maintain comprehensive functional documentation for platform features and capabilities.

• Supervise product governance processes and ensure compliance with enterprise standards.

• Develop and document functional and technical story-level requirements for ServiceNow modules and enhancements.

• Craft clear, user-centered stories that reflect business needs and platform best practices.

• Establish story acceptance criteria and conduct functional validation.

• Coordinate User Acceptance Testing (UAT) and ensure testing results align with release expectations.

• Provide oversight for initiatives related to the Service Management Platform, ensuring alignment with scope, timelines, and platform strategy.

• Formulate comprehensive testing strategies for platform releases, enhancements, and feature deployments.

⛳️ Requirements

• A University Degree or equivalent experience with a minimum of 12 years of relevant experience, or an Advanced Degree in a related field with at least 10 years of experience.

• Proven experience leading a product management team utilizing industry-standard product management best practices, with strong stakeholder management abilities, including relationship building, engagement planning, and strategic partnership development.

• In-depth understanding of ServiceNow architecture, modules, capabilities, and implementation methods, with experience supporting ITSM processes (e.g., Incident, Problem, Change, Request, CMDB, Knowledge).

• Familiarity with technology management workflows and platform operations, demonstrating the ability to lead cross-functional teams and drive transformation across business and IT landscapes.

• Experience with implementation and operation within the Scaled Agile Framework (SAFe).

• Capability to manage multiple priorities in a fast-paced setting while maintaining a long-term strategic focus, complemented by strong analytical, communication, and organizational skills.

🏝️ Benefits

• Medical

• Dental

• Vision

• Life insurance

• Short-term disability

• Long-term disability

• 401(k) match

• Flexible spending accounts

• Flexible work schedules

• Employee assistance program

• Employee Scholar Program

• Parental leave

• Paid time off

• Holidays