Staff Inbound Product Manager ITSM

Job Description

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 operations where AI automation and collaboration come together to help enterprises deliver always-on resilient digital services.

Within ITSM the Service Operations & Fulfiller Experiences team focuses on the front line of service delivery empowering agents resolvers and service managers with modern workspaces intelligent workflows and proactive operations capabilities. Youll join a high-impact product team building the next generation of employee experience and request management where AI doesnt just assist it transforms how work gets done.

What you get to do in this role:   

• Lead product strategythatsets us up for success as welook to growto $10B inrevenue.
• Collaborate effectively in an Agile work environment with product peers user research UX engineering implementation experts and customers to set product direction and definition.
• Communicate product vision priorities and complex technical problems as clear requirements and compelling solutions across engineering AI platform teams UX GTM and executive stakeholders.
• Interface with other product managers and stakeholders to be sure we are working on the right things at the right time ensuring long-term value to the ServiceNow organization and our customers.
• Assume accountable ownership for product outcomes regardless of organizational boundaries.
• Guide multiple teams through ambiguous product development without losing sight of the unified vision.
• Continuously learn from customers markets and technology trends to inform and validate your strategic and tactical product roadmaps.
• Work with scrum teams to guide projects from concept through development to launch. Participate in and own the outcome of all product and technical aspects of team deliverables including quality performance maintainability and scalability.
• Define measure and achieve your products success targets through continued collaboration with Customer Success and our active community of developers implementation service providers and consultants.
• Ship products people love!

Qualifications :

To be successful in this role you have:

• 8 years of software product management experience with a track record of shipping complex enterprise products that customers love and that drive meaningful business outcomes.
• Experience in leveraging or critically 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.
• Solid understanding of ITSM fulfiller workflows - request incident problem management. You know these domains well enough to identify what should change fundamentally not just incrementally.
• Comfortable with platform concepts workflow orchestration workspace design Flow Designer extensibility patterns. You can engage in technical architecture discussions and make informed trade-offs.
• Experience working with large enterprises that have complex customizations compliance requirements and high expectations.
• Demonstrated ability to focus on high-impact activities amid competing priorities.
• Experience defining and capturing product requirements from customer insights and market analysis to detailed user stories and transforming them into compelling product roadmaps that align stakeholders and guide execution.
• Deep curiosity about customer needs and a track record of building authentic customer relationships.
• Ability to drive solution development through systems thinking.
• Ability to serve as a product lead and mentor for more junior team members.

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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. 

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Remote Work :

No

Employment Type :

Full-time