Sr. Staff Inbound Product Manager, ITSM

The IT Service Management (ITSM) team at ServiceNow is at the heart of how organizations run their digital operations. ITSM powers the workflows that resolve incidents manage changes and keep business services running smoothly. We are building the future of service operationswhere AI automation and collaboration come together to help enterprises deliver always-on resilient digital services. 

Within ITSM the Service Resilience team focuses on helping organizations anticipate manage and adapt to change across their digital landscape. We ensure that every change improves service reliability and accelerates business outcomes. Youll join a high impact product team that is responsible for modern change management including DevOps Digital Product Release and Digital Portfolio management. Youll have an opportunity to innovate on everything from streamlining administrative experiences to AI features. 
 
What you get to do in this role:  

• Lead product strategythatsets us up for success as welook to growto $10B inrevenue 

• Communicateproductprioritiesand buildconsensus 

• Assume leadership responsibilities as anaccountable owner who is committedto the outcome regardless of the role ororganizationalboundaries 

• Work withmultipleteamstoguideprojectsthroughdevelopmentand bring high-quality products to life 

• Integrate usability studies research and market analysis into product requirements to enhance user satisfaction 

• Communicate complex problems into easily understood requirements and provide solutions 

• Develop multi-modecommunications that convey a clear understanding of the needs of different audiences 

• Lead the promoting of efforts across different groups of team members along with the ability to influence inside and outside of your team 

Qualifications :

To be successful in this role you have: 

• Experience in leveraging or critical 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 AIs potential impact on the function or industry. 

• 10 years of softwareproductmanagement experience. 

• IPM Core: Working with scrum teams including epic/story detailing. Prioritization and road mapping. 

• ITSM Fundamentals: Solid grasp of ITSM such as major incident management or problem management or on-call. Particularly ServiceDesk and Fulfiller personas.  

• Technical fluency with platform mindset workspace flow designer etc.  

• Enterprise customer sensitivity experience working with large enterprises with complex customizations and high expectations. 

• Metrics Orientation: ability to define and track success metrics.  

• Strong prioritizationskillsandthediscipline to focus on highimpactactivities. 

• Experiencedefining andcapturingproductrequirementsandtransforming them intoaproduct roadmap. 

• Deep curiosity about customerneeds and a track record inbuilding customer relationshipsand delivering customer-centric solutions. 

• Drive solution development through big-picture solution development. 

• Ability to serve as a team lead and coach employees at lower levels. 

For positions in this location we offer a base pay of $190900 - $334100 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

No

Employment Type :

Full-time