ServiceNow Product Manager

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Service Now Product Manager Purpose of the RoleJLL's Enterprise Service Management (ESM) team is hiring a Service Now Product Manager to own Service Now as a strategic enterprise platform. This role is accountable end-to-end for the platform's product strategy.

The Product Manager is expected to help transform ESM into a value-providing function for JLL — treating Service Now as a product with a strategy and a roadmap rather than infrastructure to be kept running and ensuring platform investment is justified by measurable business outcomes rather than ticket volume or license spend alone.

Three key qualifications are necessary to be successful in this role: (1) strong platform/product management skill — the ability to own a strategic enterprise SaaS platform's roadmap, backlog, and license/consumption economics across multiple, often competing stakeholder groups; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven, hands-on record of using AI and agentic AI to modernize a Service Now or ITSM practice;

and (3) critical thinking and analytical judgment — the ability to apply industry frameworks, staffing models, and vendor claims appropriately to JLL's business rather than adopting them by rote.

Key Responsibilities Platform Product Strategy & Roadmap Ownership Own end-to-end product strategy and the multi-year roadmap for JLL's Service Now platform, acting as the single Product Manager accountable for what gets built, extended, or retired on the platform and why.

Translate ESM's operating model and business demand into a prioritized platform roadmap, arbitrating competing requests.

Define and maintain the platform's product backlog, working with the Director, ITSM Platform & Automation Lead to translate roadmap priorities into engineering delivery.

Build the business case and secure ESM leadership buy-in for major platform investments, module additions, and multi-year initiatives.

License, Consumption & Value Management Own Service Now license and module portfolio management — tracking consumption, utilization, and entitlement against actual usage to prevent both under-licensing risk and shelfware spend.

Own the ROI/value case for the platform, defining and reporting the business-outcome metrics (adoption, self-service deflection, automation coverage, cost avoidance) that justify continued and future investment.

Cross-Tower Governance & Release Management Partner with the CMDB Product Owner, Change Enablement Process Owner, and other ESM process owners so platform roadmap decisions stay aligned with data governance and change/release policy.

Own platform governance standards — configuration, customization, and technical-debt discipline — in partnership with engineering, so the platform does not fragment as adoption grows across towers.

Apply critical thinking to distinguish JLL's genuine platform needs from vendor sales narratives, and defend prioritization trade-offs to senior stakeholders when demand exceeds capacityAI & Agentic Platform Enablement Own the platform-level roadmap for AI and agentic capability — Service Now's native AI Agent Studio, AI Agent Orchestrator, and Now Assist — partnering with the ITSM…