ServiceNow Product Manager

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

📋 Description

• Take ownership and maintain the product roadmap and backlog for multiple ServiceNow production instances, which include ITSM, CSM, HR Onboarding, ITOM AIOps, and IT Service Manager.

• Develop forms and service portals utilizing UX best practices.

• Implement configuration adjustments along with minor modifications to HTML and CSS code.

• Generate reports and dashboards to highlight trends and provide actionable insights for leadership.

• Oversee scope management and negotiate delivery trade-offs as priorities shift.

• Lead change management initiatives, adoption strategies, and operational integration for significant product, platform, and process projects.

• Identify and proactively manage risks related to cross-team delivery and dependencies.

• Conduct interviews with stakeholders and target users to uncover problems and future requirements.

• Analyze and document user journeys, use cases, gaps, and integrations.

• Facilitate structured early-stage discovery processes.

• Drive Agile planning and prioritize user stories across features, defects, and technical debt.

• Collaborate with engineering leads, UX/UI teams, as well as legal, risk, and security departments.

• Establish product success metrics utilizing analytics data.

• Monitor the competitive landscape and vendor offerings.

• Produce release and knowledge-base documentation and provide support for field training.

• Conduct experiments and beta/pilot programs.

• Engage in solution development through wireframes, sketches, and leading research methodologies.

⛳️ Requirements

• A minimum of 3 years of product management experience with ServiceNow, ideally across various product lines such as ITSM, CSM, HR Onboarding, ITOM AIOps, or IT Service Manager.

• A bachelor's degree from an accredited four-year college or university, or a comparable combination of education and experience.

• Preferred experience in real estate, travel, or retail sectors.

• Proven ability to present to and influence stakeholders and senior leadership.

• Competence in simplifying complex information for diverse audiences.

• An Agile/Scrum mindset with expertise in these methodologies.

• Strategic thinking with a top-down approach.

• Strong proactive communication skills and collaborative work abilities.

• Negotiation skills without an adversarial approach.

• Proficiency in partnering and communicating effectively with executives and senior leaders.

• Experience leading projects involving multiple teams and stakeholders.

• Capability to influence cross-functional teams without formal authority.

• Excellent teamwork skills and the ability to inspire engineering teams and foster creativity.

• Aptitude for managing expectations while ensuring others feel heard and respected.

• Willingness to take ownership and exceed expectations.

• Strong problem-solving skills and openness to change.

🏝️ Benefits

• Comprehensive medical, dental, and vision plans with 60% of premiums covered for employees and their dependents by 10Pearls.

• Employer-funded health reimbursement account (HRA) available for the high-deductible health plan option.

• Generous 401(k) plan offering a 4% employer match and immediate vesting after 90 days of employment.

• Paid time off for vacation, sick/wellness, and personal leave, along with a separate paid parental leave program.

• Employer-paid short-term, long-term, life, and AD&D insurance coverage.

• Additional voluntary insurance options, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and their dependents.

• Full access to the Tysons Corner Headquarters office, featuring amenities like a state-of-the-art gym, a fully stocked kitchen with snacks and cold brew coffee on tap, and free on-site parking.