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ServiceNow Product Manager
Employment Type: Contract to Hire
Work Model: Hybrid
Location: Jersey City or Dallas
Position Overview
We are seeking an experienced ServiceNow Product Manager to own the product strategy, roadmap, and outcomes for one or more ServiceNow domains. This is a product led, outcome driven role focused on maximizing enterprise value from the ServiceNow platform by treating it as a strategically architected portfolio of services, not just a ticketing or request tool.
The ideal candidate brings deep ServiceNow functional expertise, a strong product mindset, and the ability to lead enterprise stakeholders while balancing platform sustainability, standardization, and business agility.
Key Responsibilities
1. Product Strategy & Ownership
- Define and own the product vision, multi year roadmap, and success outcomes for assigned ServiceNow product areas
- Translate enterprise objectives, business priorities, and risk considerations into clearly defined product outcomes
- Make informed decisions on configuration vs. customization, capability usage, and technical tradeoffs to ensure long term platform health
2. Strategic Service Architecture & Catalog Management
- Define and govern service architecture withinServiceNow, ensuring services are:
- Intentionally designed
- Consistently structured
- Easily consumable across the enterprise
- Establish and maintain service taxonomies mapped to business capabilities, workflows, and data models
- Drive simplification and rationalization of services to reduce duplication and operational complexity
- Ensure service design aligns with CMDB integrity, reporting needs, and downstream integrations
3. Enterprise Stakeholder Leadership
- Act as the primary product authority for business leaders and technology partners
- Lead structured discovery, prioritization, and planning discussions focused on outcome based ServiceNow usage
- Manage competing stakeholder demands through transparent communication and value based prioritization
- Communicate roadmaps and decisions in clear, executive ready language
4. ServiceNow Capability Enablement & Governance
- Maintain deep, hands on understanding of the ServiceNow platform, including:
- Workflows, forms, and user experience patterns
- Data models, CMDB, and CSDM concepts
- Integrations, reporting, and dashboards
- Partner with Architecture, Infrastructure, and Asset Management teams to define resiliency and governance boundaries
- Establish CMDB and data quality governance to support accuracy, reporting, and operational resilience
- Guide engineering teams to maximize out of the box capabilities and enforce standard usage patterns
5. Backlog, Intake & Prioritization
- Own the end to end product backlog, intake process, and prioritization model
- Ensure work meets product readiness standards, including:
- Clear problem statements
- Acceptance criteria
- Dependencies and success measures
- Balance new demand with technical debt reduction, platform sustainability, and operational improvements
6. Measurement & Value Realization
- Define and track product level KPIs, such as:
- Adoption and usage
- Cycle time and efficiency
- Data quality
- User satisfaction
- Operational impact
- Regularly evaluate metrics to identify opportunities for optimization, standardization, and increased value realization
Required Qualifications
Experience & Background
- 10+ years of hands on experience working with ServiceNow in a senior product, platform ownership, functional lead, or architect capacity
- Demonstrated experience managing enterprise scale platforms with multiple stakeholder groups and competing priorities
- Strong product mindset with the ability to frame problems, define outcomes, and prioritize based on value and risk
ServiceNow Expertise
- Deep functional understanding ofServiceNow, including:
- Workflow orchestration and data models
- CMDB, CSDM, and integrations
- Reporting, dashboards, and data quality
- Experience across one or more coreServiceNow domains, such as:
- ITSM
- ITOM
- ITAM
- HR Service Delivery (HRSD)
- Customer Service Management (CSM)
- Governance, Risk & Compliance (GRC)
Required Certifications & Skills
- ServiceNow Technical Architect certification
- Experience implementing ServiceNow AI capabilities
- Experience with ServiceNow greenfield implementations
- Excellent communication skills with the ability to influence executive level stakeholders
Key Skills & Competencies
- Product Strategy & Roadmapping
- Enterprise Service Architecture
- Service Catalog Design & Governance
- CMDB & Data Model Leadership
- Stakeholder Management & Facilitation
- Value Based Prioritization
- Metrics, KPIs & Outcome Measurement
Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.
Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit .
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.
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