IT ServiceNow Product Manager

• The Product Manager will be responsible for defining, prioritizing, and managing the product backlog for all core ServiceNow IT modules (e.g., Incident, Problem, Change, Request, Service Catalog, etc.) and custom business-facing applications.
• This role requires proficiency with ITIL processes and a passion for improving the service delivery experience for our internal users.
• The Product Manager will act as the voice of the customer and work in a highly collaborative environment with key stakeholders and other internal IT departments to ensure that solutions delivered meet the business needs.

ESSENTIAL JOB RESPONSIBILITIES

• Create, maintain, and prioritize the product backlog for ServiceNow enhancements, new features, and bug fixes based on business value, user needs, and strategic direction.
• Interact with business stakeholders to build relationships and document functional and non- functional requirements.
• Collaborate with internal IT Business Analysts to translate high-level requirements into detailed user stories with clear acceptance criteria and supporting materials (e.g., mockups, wireframes, etc.) for the development team.
• Partner with internal IT Quality Assurance Analysts to perform functional testing of developed stories based on test scripts and acceptance criteria; report and document defects and bugs back to the development team to fix and then re-test.
• Serve as a point of contact for ServiceNow inquiries, providing regular updates on progress to stakeholders.
• Host demo sessions of proposed solutions, gathering feedback from demo sessions, and translating them back to the development team.
• Liaise with other members of the ServiceNow team to coordinate change requests and validate production post-change implementation.
• Participate in Agile ceremonies to guide the development team and accept completed work.
• Assist with production support, such as requests for reports or dashboards; own reported production incidents to resolution.
• Support biannual family upgrades and monthly patching activities.
• Contribute to the development and maintenance of ServiceNow documentation and knowledge articles.
• Continuously seek improvements in platform performance, usability, and efficiency.
• Stay current on ServiceNow's best practices, trends, and new functionality to provide technical recommendations and assist with platform strategy discussions.
• Provide guidance and training to stakeholders as needed.

EDUCATION & CERTIFICATIONS:

• Bachelor's degree or equivalent practical experience.
• ServiceNow Certified System Administrator preferred.
• Certified Scrum Product Owner preferred.
• ITIL certification or equivalent practical experience preferred.
• ServiceNow Certified Implementation Specialist is a plus.

SKILLS AND EXPERIENCE:

• 9+ years' experience implementing and/or supporting software development, with at least 7 years of specific experience in a hands-on product management role supporting ServiceNow.
• Candidate must be a self-starter and have excellent analytical, problem-solving, organizational and time management skills.
• Must have strong teamwork, written, and verbal communication skills and the ability to interact professionally with a diverse group of technical and non-technical subject matter experts.
• Outstanding knowledge of the ServiceNow platform and proven experience as a Product Owner or Business Analyst.
• Strong knowledge of ITIL principles and service management best practices.
• Experience and understanding of ITSM, ITOM, ITAM, CMDB, CSDM, Discovery, Employee Center, Performance Analytics, and ATF preferred; GenAI, SecOps, and IRM experience.
• Knowledge of Agile, Scrum, Waterfall and hybrid methodologies, including the use of tools like Jira or Azure DevOps.