We are seeking an experienced Technical Product Manager to join our Infrastructure Platform Management team. You will play a crucial role in driving the strategy, development, and implementation of Incident, Request, and Change Management solutions within our ServiceNow platform. Collaborating closely with key stakeholders in Infrastructure Operations, Engineering, and Service Desk, you will identify pain points in existing solutions and document these as formal business requirements. Using best practices, you will implement process and technical solutions in ServiceNow that align with our organizational goals, enhance the user experience, and continuously evolve to meet the ever-changing demands of the business. You will develop product and capability roadmaps, always looking to raise the bar and take full advantage of the tools and technology available. This is a hands-on role, directly driving implementation of these solutions across key stakeholders. A strong focus on automation and future GenAI technologies in ServiceNow will be key to scale our business processes and capabilities.
The ideal candidate will have extensive experience with the Incident, Request, and Change Management modules in ServiceNow.
You should have a deep overall knowledge of ITSM and ITIL methodologies as they relate to Service Desk and Service Operations.
Develop and execute the product roadmap for Incident, Request, and Change Management within the ServiceNow platform, considering business objectives and user requirements.
Define and prioritize feature enhancements and functionality improvements from a people, process, and technology perspective.
Develop technology solutions that support key objectives around single source of truth and single pane of glass.
Lead the planning and execution of Incident, Request, and Change Management projects, including gathering requirements, defining project scope, managing timelines, and overseeing resources.
Ensure process-related deliverables are complete, consistent, high quality, and timely, while delivering valued outcomes.
Collaborate with key stakeholders, including Infrastructure Operations, Engineering, and Service Desk to gather insights and ensure alignment with business needs.
Drive the adoption of Incident Management best practices and standards across the organization, including incident detection, classification, prioritization, and resolution processes.
Basic qualifications
7+ years experience in product or program management in a fast-paced, dynamic environment working with cross-functional teams at global scale.
3+ years experience working with data center or corporate IT infrastructure operations.
3+ years experience working with ServiceNow in an enterprise environment, with a deep understanding of the core ITSM, Incident, Request, and Change Management process areas and capabilities.
Experience in an incident or major incident function in IT with strong understanding of incident management principles, methodologies, best practices, and how these relate to change.
Experience managing change processes at enterprise scale, including CAB management, managing change registers, and driving impact/conflict assessments.
Experience managing Service Catalogs and creating request templates.
Excellent project management skills, with the ability to prioritize tasks, manage timelines, and coordinate resources effectively.
Experience gathering requirements, writing user stories, and business requirements documents (BRDs).
Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions.
Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
Experience working in Agile development environments and familiarity with Agile methodologies such as Scrum or Kanban.