Technical Product Manager – Service Management Platform, Service Catalog, Request

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

📋 Description

• Take ownership of and communicate the product vision and strategy for ServiceNow solutions within the product area.

• Perform market research, internal benchmarking, and platform analysis to pinpoint best practices, new ServiceNow features, and areas for enhancement.

• Create and uphold a multi-year product roadmap aligned with enterprise priorities, regulatory obligations, and platform strategies.

• Establish and uphold product governance, including intake standards, prioritization frameworks, lifecycle management, and value tracking.

• Act as the primary executive-facing representative for how business owners deliver services via ServiceNow.

• Develop and maintain trusted partnerships with senior business leaders, serving as a strategic advisor rather than merely an order taker.

• Lead strategic discovery and consultative discussions to uncover opportunities for automation, standardization, risk reduction, and experience enhancement.

• Serve as a thought partner on ServiceNow capabilities, platform strategy, and industry best practices, assisting leaders in making informed investment decisions.

• Direct demand management and prioritization, balancing operational needs, compliance requirements, technical health, and strategic initiatives.

• Collaborate closely with business and technology stakeholders to ensure transparent trade-offs and outcome-driven prioritization.

• Define and monitor product success metrics, including adoption, efficiency improvements, cycle time reduction, risk mitigation, and user satisfaction.

• Provide regular updates on outcomes, risks, and value delivered to senior leadership.

• Utilize data, insights, and analytics to continuously refine priorities and enhance service delivery.

• Transform product strategy into epics, features, and a prioritized product backlog.

• Specify feature-level functional requirements, business rules, and service design in collaboration with architects and platform teams.

• Lead backlog refinement to ensure stories are well-defined, estimated, sequenced, and ready for development.

• Maintain clear, high-quality functional documentation to assist development, testing, and ongoing operations.

• Stay updated on ServiceNow releases, capabilities, and roadmaps relevant to enterprise business services.

• Identify opportunities to simplify, standardize, retire, or modernize legacy workflows and customizations.

• Advocate for employee-centered, intuitive design and consistent user experiences.

• Ensure solutions comply with platform standards, architectural principles, and long-term scalability.

• Conduct hands-on business analysis, converting business needs into story-level functional and technical requirements with clear acceptance criteria.

• Collaborate with developers throughout story development, providing clarification and iterative solution design assistance.

• Lead or coordinate functional testing, test case management, and defect resolution.

• Organize and support User Acceptance Testing (UAT) with business stakeholders.

• Oversee story implementation, release readiness, and post-deployment validation.

• Provide light project oversight, managing risks, dependencies, timelines, and cross-team coordination.

⛳️ Requirements

• A University Degree or equivalent experience.

• Minimum of 10 years of relevant prior experience, including 5 years as a Technical Product Manager.

• At least 5 years of experience with ServiceNow, ideally in Service Catalog & Request Fulfillment and other ITSM capabilities.

• A minimum of 5 years of experience applying Product Management best practices, including roadmap planning, prioritization, and value measurement.

• At least 5 years of experience in business analysis, writing high-quality requirements, and supporting delivery teams.

• Minimum of 5 years of experience working within a Scaled Agile environment, including PI Planning and sprint ceremonies.

• At least 5 years of experience managing stakeholders, including planning stakeholder engagement, building strong partnerships, and ensuring visibility and transparency.

• Exceptional written and verbal communication skills, with the ability to summarize for various audiences, convey complex ideas in an easily digestible manner, and prepare concise and clear presentations.

🏝️ 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.