Service Management Platform, ServiceNow Product Management

This is a fully remote position, open to applicants in Oregon.

📋 Description

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

• Lead platform governance to ensure it aligns with enterprise architecture, security standards, and strategic priorities.

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

• Guarantee that platform capabilities effectively scale and support the 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 enhancements and future roadmap planning.

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

• Define and track platform KPIs to convey product value and operational impact.

• Conduct market and industry research to discover new ServiceNow capabilities, trends, and best practices that facilitate platform evolution.

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

• Define epics, features, and acceptance criteria to guide development teams.

• Translate platform strategy into actionable functional requirements.

• Maintain comprehensive functional documentation for platform features and capabilities.

• Oversee product governance processes and ensure adherence to enterprise standards.

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

• Create clear, user-centered stories that align with business needs and platform best practices.

• Establish story acceptance criteria and perform functional validation.

• Coordinate User Acceptance Testing (UAT) and ensure testing outcomes meet release expectations.

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

• Develop thorough 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 using industry-standard product management best practices, along with strong stakeholder management skills, including relationship building, creating and managing engagement plans, and developing strategic partnerships.

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

• Knowledge of technology management workflows and platform operations, with a demonstrated ability to lead cross-functional teams and drive transformation across business and IT domains.

• Experience implementing and operating within the Scaled Agile Framework (SAFe).

• Capability to manage multiple priorities in a fast-paced environment while maintaining a long-term strategic focus, along with 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