ServiceNow Product Manager

• 3+ years of Service Now Product Management experience across ITSM, CSM, HR Onboarding, and ITOM
• Strong product roadmap ownership, backlog management, and prioritization experience
• Excellent stakeholder management and requirements gathering skills
• Agile experience with the ability to drive platform enhancements alongside technical teams

• Real Estate, Retail, or Travel industry experience
• Experience with Service Now portal design, forms, UX, and minor HTML/CSS changes

Client is supporting their client, Invitation Homes, in identifying a Service Now Product Manager to lead strategy, roadmap, and delivery for their Service Now ecosystem. This individual will serve as the bridge between business stakeholders, executive leadership, and technical teams to ensure the platform continues evolving to meet business needs.

The Service Now Product Manager will own the roadmap, backlog, prioritization, and delivery efforts across multiple Service Now modules including ITSM, CSM, HR Onboarding, ITOM AIOps, and IT Service Manager. The role requires a strong product mindset, the ability to gather and prioritize requirements, drive stakeholder alignment, and partner with engineering teams to deliver platform enhancements.

We are looking for an experienced Service Now Product Manager to own the strategy, roadmap, and delivery across our Service Now platform ecosystem — spanning ITSM, CSM, HR Onboarding, ITOM AIOps, and IT Service Manager. This role sits at the intersection of business strategy and platform capability, serving as the connective tissue between enterprise stakeholders, development teams, and senior leadership. The ideal candidate brings deep Service Now fluency across multiple product lines, strong product instincts, and the ability to translate complex operational needs into clear, prioritized delivery plans.

• Own and maintain the product roadmap and backlog across multiple Service Now production instances including ITSM, CSM, HR Onboarding, ITOM AIOps, and IT Service Manager
• Design forms and service portals utilizing UX best practices
• Make configuration changes and minor code modifications (HTML and CSS) to support platform needs
• Create reports and dashboards to visualize trends and surface actionable insights for leadership
• Build strong working relationships with business stakeholders and senior leadership to ensure clear and direct communication around product transparency and delivery.
• Effectively manage the scope of approved efforts, and negotiate delivery trade-offs with key leaders and partners as business priorities evolve over time.
• Act as product and technology evangelist and build excitement amongst key stakeholders and senior leadership.
• Orchestrate product review sessions; gracefully accept feedback from stakeholders and maintain flexibility as product requirements and priorities evolve.
• Own change and adoption. Lead change management for major product, platform, and process initiatives — assessing organizational impact, building adoption strategies, and embedding new capabilities into operations to realize intended benefits.
• Surface and clear cross-team risk. Identify delivery and dependency risks across the product domain and adjust plans proactively to keep work moving and commitments intact.
• Conduct stakeholder and target user interviews to identify the most important problems to solve and anticipate future needs.
• Continuously analyze and document all user paths, use cases, gaps, and integrations to ensure complete understanding of product functions and opportunities.
• Lead structured discovery. Drive early-stage discovery to surface constraints, dependencies, and blind spots before they become costly — ensuring teams build the right solution the first time.
• Drive the five levels of Agile planning to deliver on technology commitments.
• In partnership with your team(s), constantly prioritize user stories; balance feature development, defects, and tech debt according to business need.
• Be a champion of continuous improvement and delivery
• Partner with the engineering leads to gain a deep understanding of the technology integrations that enable the…