Applications Product Manager

Position Summary

The Applications Product Manager serves as product owner for a portfolio of enterprise applications supporting legal and business operations, reporting to the IS Enterprise Applications Director. This role combines deep technical expertise — particularly in ServiceNow — with strong stakeholder communication skills, acting as the primary liaison between business users, IT teams, and vendors to deliver, support, and continuously improve enterprise platforms. The ideal candidate is equally comfortable configuring a ServiceNow workflow and presenting a roadmap recommendation to firm leadership.

Principal Duties & Responsibilities

Platform Ownership & Vendor Management

• Own and support a portfolio of enterprise platforms, including ITSM/Enterprise Service Management (ServiceNow), Legal Personnel systems (Career Development, Evaluations, Resource Allocation, Real-Time Feedback), Learning Management Systems, and Conflicts & New Business intake tools.

• Maintain deep working knowledge of how each application functions individually and how they integrate with one another, with a clear understanding of how attorneys and business staff use them day to day.

• Manage vendor relationships, track product roadmaps, and stay current on releases, features, and industry trends relevant to the portfolio.

Delivery, Configuration & Quality Assurance

• Configure, test, and support the deployment of new applications, features, and upgrades, ensuring stable, well-tested releases with minimal business disruption.

• Coordinate patches, upgrades, and break-fix issues, escalating to internal teams or vendors as needed and tracking resolution through to closure.

• Set and enforce policies and procedures for application quality standards, testing protocols, and change management.

Stakeholder Engagement & Communication

• Serve as the primary point of contact between business stakeholders (attorneys, legal personnel/HR, practice group leaders) and technical teams — translating complex business requirements into practical, scalable technical solutions.

• Communicate clearly and proactively with stakeholders at all levels, from end users to firm leadership, on project status, system changes, and issue resolution.

• Keep the IS Enterprise Applications Director informed of project progress, risks, and significant issues through regular, well-organized updates.

Innovation & Recommendations

• Evaluate emerging features, third-party products, and platform capabilities; assess build vs. buy tradeoffs and present clear, well-supported recommendations.

• Identify opportunities to expand the business use of existing platforms to drive efficiency and adoption across practice groups.

Qualifications

• 10+ years of IT experience in a legal environment, or commensurate experience in a comparable professional services setting.

• Hands-on experience with ServiceNow development, configuration, and administration;

Certified ServiceNow Administrator (CSA) preferred.

• Experience with the viGlobal/viDesktop suite (Real-Time Feedback, Work Assignment, Evaluations) strongly preferred.

• Demonstrated ability to gather and translate complex, sometimes ambiguous business requirements into functional technical solutions.

• Excellent interpersonal and communication skills, with proven ability to build trust with both technical and non-technical stakeholders, including senior attorneys and firm leadership.

• Solid understanding of business systems, risk mitigation, and technology considerations specific to the legal industry.

• Bachelors degree preferred.

This is a hybrid role that requires in-office attendance in accordance with the schedule set forth by the department. A hybrid schedule is an essential function of this role.