ServiceNow Technical Product Manager
Core
Lead the ServiceNow product roadmap for GBS+ and enterprise shared services, focusing on case management, request management, workflow automation, and self-service across Finance, Legal, Supply Chain, and Procurement.
Role type
Senior Technical Product Manager (ServiceNow CSM)
Builds
Reusable CSM patterns, case management capabilities, and self-service portals for shared services functions.
Domain
Enterprise Shared Services (GBS) / IT Service Management / Customer Service Management
Required skills
ServiceNow Customer Service Management (CSM), product roadmap ownership, backlog prioritization, functional design, stakeholder management, platform strategy alignment, adoption management, requirement evaluation, cross-functional leadership, data model understanding
Preferred skills
Experience with ServiceNow architecture, knowledge of GBS operations, expertise in workflow automation, understanding of enterprise AI applications, experience with self-service portal design
Technologies
ServiceNow, CSM, Workflows, Portals, Dashboards, AI
Responsibilities
Own and maintain the ServiceNow product roadmap for GBS+; Set product direction for case management across multiple business functions; Evaluate requirements against native ServiceNow capabilities to prevent unnecessary customization; Manage demand intake and prioritize the backlog; Lead functional design discussions to ensure solutions address real business problems; Improve intake and self-service experiences for associates and suppliers.
Seniority
Senior, hands-on IC