Product Manager

RESPONSIBILITIES:
Kforce has an enterprise client seeking a Product Manager V in Austin, TX.

Key Tasks:
* 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

REQUIREMENTS:
* PMP or Agile certifications
* ServiceNow certification
* Experience with IT operations teams (at least a year of experience preferred)
* 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
* You thrive in complex environments, excel at building relationships with senior stakeholders, and bring a passion for operational excellence and consistent service delivery
* Familiarity with support domains such as Networking and AV is a plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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