Service Management Product Manager
Core
Design, govern, and improve Service Management processes (Change, Request, Knowledge) within the ServiceNow platform to align with business objectives and ITIL best practices.
Role type
Service Management Product Manager
Builds
Scalable, efficient, and customer-focused process outcomes within the ServiceNow platform
Domain
IT Service Management (ITSM) / Digital Infrastructure
Required skills
ServiceNow platform expertise, ITIL framework knowledge, process governance, stakeholder management, data analysis, Agile/Lean principles, requirement translation, change enablement
Preferred skills
Scrum, Lean Six Sigma, ServiceNow System Administrator Certification
Technologies
ServiceNow, ITIL, Agile, Lean
Responsibilities
Own Service Management processes as products within ServiceNow; drive process and platform improvements through data analysis; manage the ServiceNow product backlog for Incident and Problem Management; document process frameworks and governance standards; establish and monitor KPIs for continuous improvement; facilitate cross-functional collaboration between operations and technical teams.
Seniority
Mid-Senior, hands-on IC