ServiceNow Technical Product Manager

Technical Product Manager ServiceNow

Ecolab is seeking an experienced Technical Product Manager to lead the ServiceNow product roadmap for GBS and the enterprise functions it supports.

GBS uses ServiceNow to manage cases requests approvals tasks service commitments and operational workflows across Finance Procurement Supply Chain Legal and other shared-services functions. As the product continues to expand we need a leader who can bring these areas together around a consistent case-management model without forcing every function into the same process.

You will serve as the technical product owner for GBS capabilities built primarily on ServiceNow Customer Service Management. You will work with business product managers process owners Architecture Engineering UX Data Enterprise AI QA Delivery and Operations to shape the roadmap and turn business needs into practical platform capabilities.

This role requires strong CSM knowledge and sound product judgment. You should be able to recognize when a request fits within native ServiceNow capabilities when an existing pattern should be reused and when a proposed solution creates unnecessary customization or long-term support risk.

This is not a project-management or requirements-documentation role. You will own product direction roadmap priorities functional decisions adoption and product health. You will stay engaged from discovery through delivery launch support and continuous improvement.

Reporting to the Senior Manager of ServiceNow Technical Product Management this role will help expand GBS while keeping it aligned with the broader ServiceNow platform strategy.

Shape the ServiceNow roadmap for GBS and enterprise shared services.

Work across Finance Legal Supply Chain Procurement and other business functions.

Lead the expansion of case management request management workflow automation and self-service.

Partner directly with business service leaders and senior technology stakeholders.

Create reusable CSM patterns that can scale across functions without creating unnecessary complexity.

Influence the use of automation data analytics knowledge search and AI within shared-services operations.

Work within a mature ServiceNow platform organization alongside Product Architecture Engineering UX Enterprise AI and Operations.

Own and maintain the ServiceNow product roadmap for GBS and the shared-services functions it supports.

Work with business product managers process owners and service leaders to understand priorities pain points and expected outcomes.

Turn business priorities into product capabilities release plans and a focused backlog.

Maintain a clear view of committed work new demand dependencies constraints and risks.

Balance the needs of individual functions with opportunities to build common capabilities across GBS.

Make clear recommendations on scope sequencing platform fit and investment priorities.

Keep the roadmap aligned with the broader ServiceNow strategy architecture standards and product direction.

Communicate decisions tradeoffs risks and expected outcomes in business terms.

Set the product direction for case management across Finance Legal Supply Chain Procurement and other shared-services functions.

Establish common approaches for intake categorization assignment routing approvals tasks escalations notifications service commitments resolution closure and feedback.

Decide where teams should use a common case-management pattern and where a real business difference calls for a different approach.

Prevent separate teams from creating duplicate case types processes data structures or user experiences.

Guide the design of case types service definitions assignment models work queues case tasks entitlements and SLAs.

Make sure case-management designs provide clear ownership traceability operational visibility and a consistent requester experience.

Challenge requests that simply move an email process into ServiceNow without improving the service model.

Look at the full request-to-resolution experience not just the form or workflow being built.

Serve as the product expert for ServiceNow Customer Service Management across GBS.

Guide the effective use of CSM case types service definitions workspaces assignment routing entitlements SLAs knowledge communications and reporting.

Evaluate requirements against native ServiceNow and CSM capabilities before supporting customization.

Identify where existing CSM configurations and shared components can be reused or extended.

Work with Architecture and Engineering when a requirement affects the CSM data model security integrations performance or support model.

Stay current on relevant ServiceNow releases and bring practical recommendations into the roadmap.

Manage the lifecycle of CSM capabilities including introduction adoption enhancement standardization consolidation and retirement.

Help the business understand what ServiceNow can support where tradeoffs exist and when another solution may be a better fit.

Establish a clear intake and evaluation process for GBS demand.

Evaluate requests based on business value user impact urgency strategic alignment functional fit dependencies effort and long-term support needs.

Work with the Business Analyst to turn approved demand into clear epics features stories and acceptance criteria.

Maintain a prioritized backlog that reflects agreed outcomes and available delivery capacity.

Resolve priority conflicts across functions and provide clear options when alignment cannot be reached.

Make sure urgent requests do not repeatedly displace higher-value roadmap work without a deliberate decision.

Identify dependencies on process decisions data readiness integrations security or operating-model changes.

Keep stakeholders informed when scope dependencies or unresolved decisions affect delivery.

Lead functional design discussions across business teams Business Analysis UX Architecture Engineering QA Data Security and Operations.

Make sure proposed solutions address the real business problem rather than recreating the current process.

Review designs for forms case types workflows approvals routing rules notifications workspaces reports dashboards and self-service experiences.

Keep designs aligned with common GBS patterns and broader ServiceNow platform standards.

Identify unnecessary customization duplicate functionality manual handoffs and avoidable complexity.

Make sure designs cover exceptions errors access auditability data ownership reporting monitoring and support.

Bring Architecture and Engineering into decisions before functional commitments are made.

Document major product decisions assumptions exceptions and accountable owners.

Shape a consistent intake experience for associates suppliers customers and other users requesting GBS services.

Guide the use of portals forms email-to-case service definitions guided experiences and conversational channels.

Reduce reliance on unmanaged mailboxes by moving the right work into structured and measurable ServiceNow processes.

Make it easy for requesters to find the right service provide the required information check status respond to questions and understand the resolution.

Partner with UX to simplify forms remove unnecessary steps and improve the end-to-end experience.

Use knowledge and contextual guidance to improve self-service and reduce avoidable cases.

Make sure intake experiences account for accessibility mobile use regions languages and different user groups where needed.

Use feedback and usage data to identify where intake remains confusing or creates rework.

Partner with Delivery Engineering Architecture UX QA and the Business Analyst to turn roadmap priorities into executable plans.

Make sure work enters delivery with a clear outcome defined scope functional direction dependencies acceptance criteria and accountable business owner.

Participate in discovery estimation backlog refinement sprint planning demonstrations release planning and readiness reviews.

Stay engaged through configuration development integration testing deployment and stabilization.

Make timely product decisions when delivery teams encounter functional questions or tradeoffs.

Review scope changes and defects to determine whether they are a missed requirement design issue product change or future enhancement.

Partner with QA and business stakeholders on end-to-end testing and product acceptance.

Make sure releases are ready for support and include the required documentation training communications and ownership.

Define product requirements for integrations between ServiceNow and ERP Finance Procurement Supply Chain Legal data identity content and other enterprise systems.

Work with Architecture Engineering Data and business owners to clarify system ownership and the right source for business data.

Make sure integration requirements cover triggers direction frequency validation reconciliation errors monitoring and support.

Identify dependencies on master data organizational structures suppliers customers transactions services and user access.

Raise data issues before they become production workflow or reporting problems.

Define the business outcomes for dashboards operational reporting analytics and data extracts.

Make sure product decisions maintain appropriate security privacy retention audit and compliance controls.

Establish consistent standards for acknowledgements status updates requests for information escalations resolution notices closure and surveys.

Make sure notifications are clear and useful without overwhelming users.

Guide the use of templates event triggers branding links case details and communication channels.

Define common service measures across case types including volume aging response resolution backlog SLA performance rework and satisfaction.

Work with service owners to define meaningful commitments and escalation paths.

Make sure reporting supports both daily operations and leadership visibility.

Use operational trends to recommend process product and experience improvements.

Identify opportunities to automate intake classification routing assignments approvals follow-up work status updates and resolution.

Partner with Enterprise AI Architecture Data Security and business leaders to evaluate Now Assist AI agents conversational experiences and other approved capabilities.

Focus automation and AI on clear outcomes such as reducing manual effort improving routing accelerating resolution and increasing consistency.

Make sure automated decisions have clear ownership appropriate controls transparency fallback behavior and human oversight.

Guide the use of knowledge and case history to support agents and improve response quality.

Prioritize AI and automation based on value readiness risk and adoption needs.

Measure whether implemented automation is delivering the expected outcome.

Define success measures for GBS including adoption case volume channel migration service performance automation user experience and operational outcomes.

Monitor product usage case trends integration failures backlog defects incidents and stakeholder feedback.

Determine whether recurring issues require a process change product enhancement data correction training or operational action.

Maintain visibility into technical debt functional debt unsupported configurations and lifecycle risks.

Make sure new capabilities have clear business ownership and adoption plans.

Review whether delivered capabilities are being used as intended and producing the expected results.

Recommend consolidation or retirement of duplicate underused or unsustainable capabilities.

Provide business and platform leaders with a straightforward view of product health risk value and improvement priorities.

Serve as the primary ServiceNow product partner for GBS and supported shared-services functions.

Build strong working relationships with Finance Legal Supply Chain Procurement and other service leaders.

Help stakeholders understand platform capabilities product standards dependencies and delivery tradeoffs.

Translate business needs into clear product direction and explain technical considerations in business terms.

Facilitate decisions when requirements or priorities conflict across functions.

Challenge proposed solutions when they introduce duplication customization or long-term platform risk.

Stay aligned with the Senior Manager of Technical Product Management and other ServiceNow TPMs.

Represent GBS in platform roadmap product governance architecture experience and delivery discussions.

Bachelors degree in Computer Science Engineering Information Systems Business Finance Supply Chain or a related field or equivalent relevant professional experience.

10 or more years of experience in enterprise technology technical product management product ownership platform delivery or related roles.

Significant hands-on experience with the ServiceNow platform.

Strong experience with ServiceNow Customer Service Management and enterprise case-management solutions.

Experience owning product strategy roadmaps demand priorities and backlogs for a complex enterprise product.

Experience working with shared-services or enterprise service-delivery functions such as Finance Procurement Supply Chain Legal Customer Service or Operations.

Strong understanding of case intake routing assignment work queues tasks approvals escalations SLAs notifications knowledge resolution and reporting.

Experience evaluating native platform capabilities against business requirements and proposed custom solutions.

Experience with enterprise integrations APIs data flows master data identity security and upstream or downstream dependencies.

Experience working across Product Business Analysis UX Architecture Engineering QA Delivery Data Security and Operations.

Strong understanding of Agile product delivery including discovery backlog refinement sprint planning testing release readiness and continuous improvement.

Ability to facilitate decisions across stakeholders with different priorities and levels of technical knowledge.

Strong communication and stakeholder-management skills including the ability to influence senior business and technology leaders.

Experience supporting products used across global or distributed business operations.

No immigration sponsorship available for this position.

ServiceNow Certified System Administrator.

ServiceNow Certified Application Developer.

ServiceNow Certified Implementation Specialist in Customer Service Management.

Direct experience implementing or managing ServiceNow CSM in a large enterprise.

Experience designing multiple case types and shared case-management patterns on a common ServiceNow platform.

Experience supporting Global Business Services or multifunction shared-services organizations.

Experience with Finance operations Source-to-Pay Order-to-Cash Record-to-Report Supply Chain Procurement Legal operations or service-delivery processes.

Experience integrating ServiceNow with SAP JDE finance platforms procurement platforms supply-chain systems legal systems or enterprise data platforms.

Experience with email-to-case Advanced Work Assignment ServiceNow workspaces SLAs surveys knowledge management portals and operational analytics.

Experience with Now Assist AI-enabled case management Virtual Agent enterprise search or intelligent workflow automation.

Product-management product-ownership Agile or ITIL certification.

Experience leading process standardization mailbox migration workflow transformation or shared-services modernization.