Business Systems Product Manager

Role Overview

The Business Systems Product Manager is a senior individual contributor role within the Customer Excellence Group (CEG) responsible for owning and executing on a high-impact area of the Customer Success Platform (CSP). This role partners closely with Digital Technology (DT) counterparts to translate business priorities into precision-executed platform capabilities. The CSP is a major strategic bet for CEG and this BPM is expected to operate at a level that reflects that.

CSP is the home for all 2500 CEG users and serves as the next-generation tooling that powers how CEG drives product adoption NRR/GRR and NPS for ServiceNows customer base. Every workflow automation and AI capability shipped on CSP directly compounds the productivity and outcomes of the entire post-sales organization.

This is a deep product craft role for someone who thrives on personal ownership end-to-end execution and influence without authority. The right candidate is obsessed with AI outcome measurement and enabling the customer success organization to focus on high-value work by eliminating manual repetitive tasks through intelligent automation. They set the technical and product bar within their domain and are looked to as a subject-matter expert by peers and senior leaders alike.

What You Will Do Product Ownership & Prioritization

• Own a major workstream within the CSP product roadmap end-to-end from problem definition through delivery and adoption.
• Drive structured prioritization within your domain balancing competing demands with a rigorous data-informed lens and clearly articulated tradeoffs.
• Translate complex business pain points into crisply scoped business requirements with measurable outcomes.
• Author detailed BRDs that capture current-state processes and workflows the future-state vision and the transformation needed to get there leaving no ambiguity for engineering or stakeholders.

Execution & Delivery

• Drive elite-level execution on your roadmap ensuring features are delivered with precision on time and to specification.
• Partner with DT/CCX engineering counterparts on delivery cadence surfacing blockers early and helping resolve them quickly.
• Maintain rigorous program hygiene on your initiatives: clear scope milestones risks dependencies and status at all times.
• Ensure every capability ships with a high-quality intuitive user experience that CEG users adopt without friction.
• Build the UAT strategy for your domain: recruit UAT testers across CEG personas write detailed test cases and lead UAT execution end-to-end.
• Lead effective release communications to stakeholders ensuring CEG users and leadership know what is shipping when and what it means for them.

AI Strategy & Integration

• Embed AI-first thinking into every capability you ship identifying opportunities to automate manual workflows and free CS teams to focus on strategic high-value activities.
• Develop a point of view on how emerging AI capabilities apply to your domain and advocate for AI investment in the roadmap.
• Stay ahead of the AI landscape as it applies to customer success operations internal tooling and workflow automation and bring that perspective into design discussions.
• Prototype evaluate and partner with engineering on AI/agentic feature design.

Measurement & Outcomes

• Define and track adoption usage and business impact metrics for every feature you deliver.
• Operate with a default to data: decisions tradeoffs and post-launch reviews are grounded in measurable outcomes.
• Use clear ROI frameworks to justify your roadmap investments and demonstrate platform value to senior stakeholders.

Stakeholder Management & Communication

• Communicate roadmap status and outcomes for your domain clearly and confidently to senior executives including VP and SVP-level audiences.
• Proactively surface risks tradeoffs and mitigation plans before they become escalations.
• Build strong trusted relationships across CEG business stakeholders DT and cross-functional partners.
• Navigate complex organizational dynamics with strategic judgment and composure leading through influence rather than authority.

Product Craft Leadership

• Set the bar for product craft within the CSP team: discovery quality written artifacts decision frameworks and execution discipline.
• Identify systemic gaps in process tooling or architecture across the CSP and drive cross-team improvements.

Qualifications :

Required

• 8 years in Product Management business systems or enterprise technology with demonstrated growth in scope and impact across roles.
• Proven track record owning and shipping product roadmaps for internal or customer-facing platforms in complex enterprise environments.
• Demonstrated ability to drive cross-functional execution in close partnership with engineering or DT teams.
• Track record of delivering results in high-pressure high-stakes environments with competing priorities.
• Experience presenting strategy and program status to VP and C-level stakeholders with clarity and confidence.
• Exceptional organizational skills and meticulous attention to detail.
• Genuine passion for AI and experience applying or advocating for AI/automation in product strategy.
• Demonstrated ability to lead through influence without direct reports.

Preferred

• Experience in a post-sales customer success or CS operations environment.
• Familiarity with ServiceNows platform capabilities particularly as applied to internal tooling or CS workflows.
• Experience with customer success platforms CRM or internal enablement tools.
• Background in experience design or a strong aesthetic sensibility for product UI/UX.
• Hands-on experience prototyping building or shipping AI/agentic features.

For positions in this location we offer a base pay of $126800 - $221900 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 religion sex sexual orientation national origin age disability gender identity  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