Senior Technical Product Manager - ServiceNow

Job#: 2084606

Job Description:

• Job Title: Senior Technical Product Manager - ServiceNow
• Contract Duration: 12 months w/ extension
• Onsite M-F 9-5

We are looking for a seasoned and driven Senior Technical Product Manager to join our Product Management team, responsible for the strategy, development, and ownership of Incident, Request, and Change Management within our ServiceNow platform. In this role, you will serve as both the Product and Process Owner, partnering with Infrastructure Operations, Engineering, and the Service Desk to identify pain points, define business requirements, and deliver scalable solutions that align with organizational goals.

You will lead the roadmap for these core ITSM capabilities, focusing on standardization, automation, and user experience improvements. This is a hands-on role that requires close engagement with stakeholders to drive implementation, adoption, and continuous improvement. A forward-looking mindset and strong interest in GenAI and emerging ServiceNow capabilities will be essential to scale our operations and modernize our processes.

The ideal candidate brings deep expertise in ServiceNow's Incident, Request, and Change modules, and a strong foundation in ITIL and enterprise-scale service operations. Familiarity with support domains such as Networking and AV is a plus. You thrive in complex environments, excel at building relationships with senior stakeholders, and bring a passion for operational excellence and consistent service delivery.

Key Responsibilities

• Own the product vision and roadmap for Incident, Request, and Change Management in ServiceNow, ensuring alignment with business objectives, user needs, and platform capabilities.
• Define and prioritize features and enhancements across people, process, and technology dimensions, always striving for simplicity, automation, and operational efficiency.
• Lead end-to-end delivery of related projects, including requirements gathering, scoping, resource planning, and execution oversight.
• Champion a single source of truth and single pane of glass strategy, enabling clear visibility and traceability across ITSM functions.
• Establish and maintain consistent, high-quality processes that deliver measurable value across the organization.
• Partner with Infrastructure Operations, Engineering, and Service Desk teams to align on shared goals, inform design decisions, and validate solutions.

Drive adoption of best practices for:

• Incident Management: detection, classification, prioritization, and resolution.
• Request Management: intake, classification, fulfillment, and tracking.
• Change Management: submission, assessment, approval, implementation, and post-review.
• Define and evolve key metrics and reporting frameworks, including KPIs, dashboards, and data insights that support business reviews and continuous improvement.
• Identify and deliver integration requirements with first- and third-party systems to ensure end-to-end process alignment and data flow.
• Design and scale globally consistent processes that ensure a unified support experience across all regions.
• Serve as the subject matter expert for ServiceNow Incident, Request, and Change modules, providing guidance and support across internal teams and customer stakeholders.
• Build and maintain strong cross-functional relationships, fostering collaboration and alignment in a complex, fast-paced environment.
• Drive ongoing process improvement efforts based on user feedback and data, with a focus on automation, efficiency, and readiness for emerging technologies such as GenAI.
• Stay current on industry trends, ServiceNow capabilities, and ITSM best practices to ensure the platform remains scalable, modern, and effective.

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or .

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.