FLEX Senior Product Manager, ITSM Platforms Mobile Experience

JOB SUMMARY

The Senior Product Manager ITSM PlatformsMobile Experienceis responsible fordefining delivering and continuously improving an internal employeefacing mobile application for iOS and Android built on the ServiceNow platform supporting both IT Service Management (ITSM) and HR Service Delivery functions.

This role owns the end-to-end productlifecycle for the mobile employee experiencefrom product vision and strategy through delivery adoption and ongoing optimizationensuring the solution provides a unified intuitive and secure way for employees to engage with IT and HR services anytime anywhere.

As the product owner for theServiceNow-basedmobile application this role is accountable forestablishinga clear product vision and roadmap that aligns with enterprise ITSM and HR service strategies ServiceNow platform standards and organizational governance. The Senior Product Manager partners closely with ServiceNow platform teams HR product owners engineering UX/UI security and service delivery stakeholders to ensure seamless integration across IT and HR workflows including requests incidents approvals knowledge notifications and employee support interactions.

Operating at the intersection of technology employee experience and service operations the Senior Product Manager drives value by enabling mobile-first access to critical employee services through ServiceNows mobile capabilities. This includes delivering role-based and persona-driven experiences that support desk-based associates on-property and field employees and corporate teams while reducing friction and improving accessibility to both IT and HR services.

The roleappliesstrong product management discipline and agile delivery practices to guidecross-functionalteams manage dependencies across ITSM and HR domains and deliver highquality scalable ServiceNow mobile solutions in a complex enterprise environment. Success is measured through adoption employee satisfaction service efficiency and the ability to continuously evolve the mobile experience to meet changing business and workforce needs.

Key aspects of the role include:

• Ownership of the ServiceNow employee mobile product vision and roadmap spanning ITSM and HR service capabilities
• Leadership of discovery requirements definition and prioritization across IT and HR stakeholders to ensure mobile features address real employee needs
• Close collaboration with ServiceNow administrators developers HR service owners and integration teams to deliver secure performant and compliant mobile experiences
• Measurement of adoption usage and feedback to drive continuous improvement and maximize the value of ServiceNow investments

This role requires a blend of strategic thinkinghands-onServiceNow product leadership and strongcross-functionalinfluence with a clear focus on delivering a modern unified mobile experience that enhances how employees interact with IT and HR services across the enterprise.

CANDIDATE PROFILE

Education and Experience

Required:

• Undergraduate degree in Computer Science Marketing Product Development related major or equivalent experience / education
• 7yearsexperiencein digital products
• 3years experiencein product management
• 1 years delivering purpose built mobile experiences to multi-thousand users
• 1 years managingefforts and workstreams via Jira.
• 1 years of management experience (direct management of cross-function sourced or matrixed teams).

Preferred:

• ServiceNow Mobile Application Development
• Mobile Device Management Platforms (specifically Microsoft Intune)
• iOS and Android mobile app ecosystem development
• StrongLeadership Technicalprocess management negotiating influencing and problem resolution skills
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong verbal and written communication skills with the ability to articulate complextechnicalideas ineasy to understandbusiness terms
• Ability toaccomplishresults through others particularly byestablishingrelationships effective controls andleading in a managed service environment
• Understanding of the quality assurance risk management and security considerations and their impact on overalltechnologyenvironment

CORE WORK ACTIVITIES

• Ownthe roadmap for theServiceNowbasedemployee mobile application spanning ITSM and HR service delivery
• Act as the primary product owner for the mobile experience managing theend-to-endproductlifecycle from discovery through delivery and ongoing optimization
• Partner with ITSM and HR stakeholders toidentifyemployee needs define use cases and prioritize mobile capabilities that deliver the greatest business and experience value
• Translate business service delivery and employee experience requirements into clear product requirements user stories and acceptance criteria
• Maintain and prioritize the product backlog balancing ITSM HR platform and technical enablement work
• Collaborate closely with ServiceNow developers administrators UX/UI designers and integration teams to deliverhigh-qualityiOS and Android mobile experiences
• Ensure seamless integration of mobile capabilities with ServiceNow ITSM HR Service Delivery (HRSD) knowledge approvals notifications andself-serviceworkflows
• Drivepersona-basedandrole-basedexperiences for different employee groups (e.g. corporateon-property field deskless workers)
• Partner with security identity and device management teams to ensure mobile solutions meet enterprise security compliance and governance standards
• Define and track success metrics such as adoption usage employee satisfaction and service efficiency to measure product impact
• Lead stakeholder communication and alignment including roadmap reviews feature demos and release planning across IT and HR organizations
• Support release planning UAT pilot programs and phased rollouts ensuring readiness across service delivery and support teams
• Incorporate user feedback analytics and operational insights to continuously improve the mobile experience and drive iterative enhancements
• Alignmobile product strategy with broader ITSM platform and employee experience initiatives to maximize the value of ServiceNow investments
• Perform other duties as appropriate

At Marriott International we are dedicated to being an equal opportunity employer welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and greatest strength lies in the rich blend of culture talent and experiences of our are committed to non-discrimination on any protected basis including disability veteran status or other basis protected by applicable law.