Job Title: : Product Manager- ServiceNow ITSM
Location: NYC or Phoenix,AZ(Day 1 onsite Hybrid 3 days a week in office)
Duration: Long Term Contract
5+ years of experience in digital product management with additional experience in strategic planning, consulting, or business process reengineering is a plus.
Deep ServiceNow Platform Expertise: 3+ years of experience working with ServiceNow, including ITSM modules (Incident, Request, Problem, Change, Knowledge), Service Catalog, and Now Assist, with demonstrated ownership of roadmap, backlog, and platform capability evolution.
Omnichannel Service Delivery Experience: Proven experience designing and optimizing IT service experiences across multiple channels Phone, Walk-up, Live Chat, AI Chatbot, Web Portal, Mobile, and related digital touchpoints leveraging ServiceNow and integrated ecosystems.
Experience with workflow optimization, automation, and AI technologies is strongly preferred.
Strategic thinker with a strong customer orientation and passion for understanding and solving customers' needs. Proven experience translating customer insights into tangible deliverables.
Excellent written and verbal communication skills. Will create and deliver presentations that have impact to influence colleagues and leaders across the organization.
Ability to think strategically while consistently delivering incremental improvements to our global servicing experience.
Experience with business process reengineering is strongly preferred with the ability to challenge the status quo and drive creative ideas and solutions.
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