Technical Product Manager

Role Description

The ServiceNow Product Manager is responsible for the strategic ownership, evolution, and delivery of ServiceNow capabilities. This role blends product management discipline, hands-on business analysis, and delivery oversight to ensure solutions drive measurable business value, strong adoption, and scalable governance in a complex enterprise environment.

This role serves as the primary bridge between business stakeholders, platform teams, developers, and vendors—owning the product lifecycle from demand intake through roadmap execution and post-release optimization.

The scope for this role is to support Service Catalog & Request Fulfillment.

What You Will Do

• Product Strategy & Vision
  • Own and articulate the product vision and strategy for ServiceNow solutions across the product area.
  • Conduct market research, internal benchmarking, and platform analysis to identify best practices, new ServiceNow capabilities, and opportunities for improvement.
  • Define and maintain a multi-year product roadmap aligned to enterprise priorities, regulatory requirements, and platform strategy.
  • Establish and enforce product governance, including intake standards, prioritization frameworks, lifecycle management, and value tracking.
• Business Partnership & Leadership
  • Serve as the primary executive-facing owner for how the business owner deliver services through ServiceNow.
  • Build and sustain trusted partnerships with senior business leaders, acting as a strategic advisor rather than an order taker.
  • Lead strategic discovery and consultative conversations to identify opportunities for automation, standardization, risk reduction, and experience improvement.
  • Act as a thought partner on ServiceNow capabilities, platform strategy, and industry best practices, helping leaders make informed investment decisions.
• Demand, Stakeholder & Value Management
  • Lead demand management and prioritization, balancing operational needs, compliance requirements, technical health, and strategic initiatives.
  • Partner closely with business and technology stakeholders to ensure transparent trade-offs and outcome-driven prioritization.
  • Define and track product success metrics, including adoption, efficiency gains, cycle time reduction, risk mitigation, and user satisfaction.
  • Report regularly on outcomes, risks, and value delivered to senior leadership.
  • Use data, insights, and analytics to continuously refine priorities and improve service delivery.
• Product Development & Backlog Ownership
  • Translate product strategy into epics, features, and a prioritized product backlog.
  • Define feature-level functional requirements, business rules, and service design in partnership 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 support development, testing, and ongoing operations.
• Platform Stewardship & Continuous Improvement
  • Stay current on ServiceNow releases, capabilities, and roadmap relevant to enterprise business services.
  • Identify opportunities to simplify, standardize, retire, or modernize legacy workflows and customizations.
  • Promote employee-centered, intuitive design and consistent user experiences.
  • Ensure solutions align to platform standards, architectural principles, and long-term scalability.
• Business Analysis, Delivery & Project Oversight
  • Perform hands-on business analysis, translating business needs into story-level functional and technical requirements with clear acceptance criteria.
  • Partner with developers throughout story development, providing clarification and iterative solution design support.
  • Lead or coordinate functional testing, test case management, and defect resolution.
  • Coordinate and support User Acceptance Testing (UAT) with business stakeholders.
  • Oversee story implementation, release readiness, and post-deployment validation.
  • Provide lightweight project oversight, managing risks, dependencies, timelines, and cross-team coordination.

Qualifications

• A University Degree or equivalent experience and minimum 10 years prior relevant experience, including 5 years of experience as a Technical Product Manager.
• At least 5 years of experience with ServiceNow, preferably in Service Catalog & Request Fulfillment and other ITSM capabilities.
• At least 5 years of experience using Product Management best practices, including roadmap planning, prioritization, and value measurement.
• At least 5 years of experience performing business analysis, writing high-quality requirements, and supporting delivery teams.
• At least 5 years of experience working in a Scaled Agile environment, including PI Planning and sprint ceremonies.
• At least 5 years of experience with stakeholder management, including planning stakeholder engagement, building strong partnerships, and providing visibility and transparency.
• Excellent written and verbal communication skills, including the ability to appropriately summarize for a given audience, share complex ideas in a way that is easily consumable, and preparing presentations that are crisp and clear.

Requirements

• ServiceNow certifications (e.g. CSA, CIS, or domain-specific certifications).
• Product Management certifications (e.g. CSPO).
• Agile or Scaled Agile Framework certifications (e.g. SAFe Agilist).
• Experience in large, highly regulated, or global organizations.
• Experience partnering with system integrators or managed service providers.

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, and holidays.