Senior ServiceNow Product Manager
Coppell, Texas
12+ Months
60-65 maximum
Role Summary
The ServiceNow Product Manager is a product‑led, outcome‑driven, and enterprise‑focused role, accountable for driving enterprise value from the ServiceNow platform by owning product strategy, roadmap, and outcomes across one or more ServiceNow domains (e.g., ITSM, ITOM, ITAM, CMDB, HRSD, CSM, GRC).
This role has a strong focus on strategic service architecture and service catalog design, ensuring that services are intentionally defined, consistently structured, and clearly consumable across the enterprise. The Product Manager ensures that ServiceNow is not only functional, but organized as a well‑architected portfolio of services aligned to business capabilities, technology strategy, and risk controls
The position requires deep functional understanding of ServiceNow features, Asset Management and data models (CSDM, CMDB) to guide how services are designed, exposed, and governed—balancing flexibility, standardization, and platform sustainability.
Key Responsibilities
- Product Strategy & Ownership
- Define and own the product vision, multi‑year roadmap, and strategic outcomes for assigned ServiceNow product areas.
- Translate enterprise and business priorities into clearly defined product outcomes, ensuring alignment with technology strategy, risk posture, and regulatory expectations.
- Make informed product decisions on capability usage, configuration vs. customization, and technical tradeoffs, balancing speed, sustainability, and platform health.
- Strategic Service Architecture and Catalog Management
- Define and govern the service architecture within ServiceNow, ensuring services are clearly defined, structured through consistent taxonomies, and mapped to capabilities and existing workflows
- Ensure service and catalog design aligns with CMDB integrity, data quality, reporting needs, and downstream integrations.
- Drive simplification and rationalization of services to reduce duplication and complexity
- Enterprise Stakeholder Leadership
- Act as the primary product authority for business leaders, and technology partners
- Lead structured discovery and prioritization discussions focused on ServiceNow usage beyond request‑based demand fulfilment
- Manage stakeholder expectations through transparent communication, product roadmaps, and value‑based prioritization.
- ServiceNow Capability Enablement
- Maintain a deep, working understanding of ServiceNow platform features, including workflows, data models, CMDB concepts, integrations, reporting, and user experience patterns.
- Work with Architecture, Infrastructure, Asset Management teams to define and implement Resiliency boundaries in CMDB.
- Define CMDB governance to improve data quality and communication.
- Guide engineering and delivery teams to maximize out‑of‑the‑box capabilities and enforce standard usage patterns across the platform.
- Ensure solutions adhere to enterprise principles for platform stability, upgrade readiness, performance, and data integrity.
- Backlog, Intake & Prioritization
- Own the end‑to‑end product backlog, intake process, and prioritization model across assigned domains.
- Ensure all work delivery meets product readiness criteria, including clear problem statements, acceptance criteria, dependencies, and success measures.
- Balance new demand with platform sustainability, technical debt reduction, and operational improvements.
- Measurement & Value Realization
- Define and track product‑level KPIs such as adoption, cycle time, data quality, user satisfaction, and operational efficiency.
- Regularly review performance metrics to identify opportunities for simplification, standardization, and improved value realization.
Required Qualifications
- 10+ years of hands‑on experience working with ServiceNow in a senior product, functional lead, or platform ownership capacity.
- Demonstrated experience managing enterprise‑scale platforms with multiple stakeholder groups and competing priorities.
- Strong understanding of ServiceNow usage to deliver outcomes, including:
- Workflow orchestration, forms, data models, CMDB, and integrations
- Core modules such as ITSM, ITOM, ITAM, HRSD, CSM, or GRC
- Reporting, dashboards, and data quality considerations
- Strong product mindset with the ability to frame problems, define outcomes, and prioritize based on value and risk.
- Excellent communication skills, with the ability to articulate complex concepts in clear, executive‑ready language
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