Senior Technical Product Manager, IT Service Management
Core
Lead the migration from a legacy ITSM platform to a modern, AI-native platform and govern service management for internal teams (IT, HR, Finance, Legal, Security) to make getting help easy and seamless.
Role type
Senior Technical Product Manager (IT Service Management & Employee Service Management)
Builds
Modern AI-native ITSM/ESM platforms, service catalogs, knowledge bases, and automated fulfillment workflows for internal employees.
Domain
Internal IT Operations / Enterprise Service Management / AI in Operations
Required skills
ITSM theory (ITIL), modern service management platforms (ServiceNow, Atomicwork, Serval, Jira Service Management, Freshservice), AI agent design and guardrails, REST APIs, webhooks, SSO/SCIM, JSON data modeling, Python/JavaScript scripting, platform-as-a-product strategy, cross-functional stakeholder management
Preferred skills
Identity governance, CMDB/data modeling, RAG/knowledge grounding for AI, ESM for non-IT teams (HR, Facilities), SOX ITGC experience, iPaaS (Workato), distributed team support
Technologies
ServiceNow, Atomicwork, Serval, Jira Service Management, Freshservice, Workato, Python, JavaScript, REST APIs, SCIM, MCP, Claude, Cursor
Responsibilities
Lead end-to-end migration of legacy ITSM to AI-native platform; design employee-centric service catalogs and request workflows; govern knowledge management standards for humans and AI agents; define AI agent operations and handoff logic; build repeatable onboarding models for non-IT teams; design audit-ready workflows for SOX/SOC2/HIPAA compliance; work hands-on with engineers on configuration and integrations.
Seniority
Senior, hands-on IC
