Role summary:
This is an inbound technical product manager role. You'll own the design and delivery of ServiceNow's ITSM and ITOM products — Incident, Problem, Change, Request, Knowledge, Service Catalog, Discovery, Service Mapping, Event Management, and CMDB — in a live production environment, measure how they actually perform, and use that evidence to influence what the products should become.
Three things make this role distinct from a standard implementation specialist:
- You own the outcome, not the deployment. Go-live is the midpoint. You instrument the solution, track adoption and performance in production, and iterate when the data says the design didn't land.
- You're the voice of the customer, from inside. You'll partner directly with ServiceNow Product Management for ITSM and ITOM — evaluating new and pre-GA capability under real operational load, documenting gaps with evidence, and tracking them to closure.
- You can carry the story upward. You'll represent this work in executive forums, translating implementation detail into the impact language leadership needs to make decisions.
You'll spend part of your week across the table from business stakeholders shaping requirements, part with engineering getting it built, and part with Product shaping the roadmap. If you only want one of those three, this isn't the role.
What you get to do:
Shape the solution
- Run discovery sessions with business stakeholders and process owners to understand current-state pain, process gaps, and desired outcomes
- Translate business requirements into a recommended ServiceNow solution design, and pitch it credibly — including where out-of-box beats customization and where scope should be cut
- Drive alignment across competing stakeholders, secure sign-off on scope and design decisions, and document the agreed solution
Deliver it with engineering
- Translate approved designs into deployable epics and stories with clear acceptance criteria, dependencies, and definition of done — well-formed enough that engineering can build without guessing
- Walk engineering through design intent, defend the "why" behind decisions, and work through technical trade-offs and constraints collaboratively as build progresses
- Act as the single point of translation between engineering and the business. When engineering needs clarification, you go get it — you own the round trip back to the business stakeholder rather than pulling engineers into stakeholder meetings to ask directly
- Manage scope, sequencing, and backlog priority with engineering through the build, and unblock decisions rather than escalating them
- Own UAT coordination, go-live readiness, and hypercare
- Advise on platform best practices, upgrade-safe design, and technical debt avoidance
Measure it
- Instrument every implementation for measurability from day one — define success metrics and baselines before build starts, not after go-live
- Personally build and maintain the reports and dashboards that show whether the solution is actually delivering: adoption, deflection, cycle time, process compliance, data quality, and where the process is leaking
- Use the data to drive iteration — surface underperformance to stakeholders proactively, recommend fixes, and close the loop rather than declaring victory at deployment
Accelerate it
- Use AI tooling to compress delivery cycles — apply general-purpose AI assistants (Claude, ChatGPT, Gemini) to accelerate requirements synthesis, data analysis, rapid prototyping of solution concepts for stakeholder validation, test case generation, and documentation — and bring a point of view on where AI genuinely speeds delivery versus where it adds noise
Influence the product
- Represent your work in executive forums like monthly product reviews: what you delivered, why that approach, and what measurable impact it created. Distill technical detail into outcome language a VP can act on
- Partner with ServiceNow Product Management for ITSM and ITOM — build durable working relationships with the teams building these products, evaluate new and pre-GA capabilities in a real production environment, and provide grounded, constructive feedback based on actual adoption experience
- Own the product gap loop — document capability gaps that block or slow adoption, translate them into clear, evidence-backed asks with business impact attached, and track them through to closure with Product and Engineering rather than logging them and moving on
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
- 8+ years delivering ServiceNow solutions, with at least 3 full lifecycle ITSM and ITOM deployments owned end to end
- Prior product management experience, formal or informal
- Experience operating in an internal IT / Customer Zero model, deploying capability before general availability
- Exposure to enterprise CMDB remediation at scale
- Experience with AI-driven service operations — AI Agents, Now Assist, predictive intelligence, or AIOps
- ITIL v4 Foundation or higher
Preferred qualifications:
- Familiarity with Flow Designer, IntegrationHub, REST/SOAP integrations, and CMDB/CSDM structure — enough to write buildable stories and hold a credible technical conversation
- Working knowledge of ITIL practices and how they map to platform capability
- Demonstrated ability to lead requirements and design conversations with directors and above, without a program manager in the room
- Strong executive communication — able to build and deliver concise, metric-driven narratives for senior leadership, and to hold a credible technical conversation with product managers in the same week
- Demonstrated fluency with AI assistants (Claude, ChatGPT, Gemini, or equivalent) as part of day-to-day delivery — analyzing data, prototyping, drafting artifacts, and reducing time-to-first-draft on design and requirements work
- Demonstrated ability to write clear, buildable epics and stories, and to manage a backlog with an engineering team through delivery
- Proven ability to personally build reports, dashboards, and indicators using ServiceNow Platform Analytics (including Performance Analytics), and to use Process Mining / Process Optimization to identify bottlenecks and deviation in live processes
- ServiceNow Certified System Administrator (CSA)
- At least one ServiceNow Certified Implementation Specialist certification in the ITOM family — Discovery, Event Management, Service Mapping, or Cloud Management (multiple preferred)
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
Work Personas
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Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
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