Servicenow Architect
Listed on 2026-11-04
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IT/Tech
IT Business Analyst, AI Business & Operations, Business Systems & Technology Analysis -
Business
AI Business & Operations, Business Systems & Technology Analysis
The Service Now Product Manager is a productled, outcome driven, and enterprisefocused role, accountable for driving enterprise value from the Service Now platform by owning product strategy, roadmap, and outcomes across one or more Service Now domains (e.g., ITSM, ITOM, ITAM, CMDB, HRSD, CSM, GRC).
This role has a strong focus on strategic service architecture and service catalog design, ensuring that services are intentionally defined, consistently structured, and clearly consumable across the enterprise. The Product Manager ensures that Service Now is not only functional, but organized as a well architected portfolio of services aligned to business capabilities, technology strategy, and risk controls
The position requires deep functional understanding of Service Now features, Asset Management and data models (CSDM, CMDB) to guide how services are designed, exposed, and governedbalancing flexibility, standardization, and platform sustainability.
Key ResponsibilitiesProduct Strategy & Ownership
Define and own the product vision, multiyear roadmap, and strategic outcomes for assigned Service Now product areas.
Translate enterprise and business priorities into clearly defined product outcomes, ensuring alignment with technology strategy, risk posture, and regulatory expectations.
Make informed product decisions on capability usage, configuration vs. customization, and technical tradeoffs, balancing speed, sustainability, and platform health.
Strategic Service Architecture and Catalog Management
Define and govern the service architecture within Service Now, ensuring services are clearly defined, structured through consistent taxonomies, and mapped to capabilities and existing workflows
Ensure service and catalog design aligns with CMDB integrity, data quality, reporting needs, and downstream integrations.
Drive simplification and rationalization of services to reduce duplication and complexity
Enterprise Stakeholder Leadership
Act as the primary product authority for business leaders, and technology partners
Lead structured discovery and prioritization discussions focused on Service Now usage beyond requestbased demand fulfilment
Manage stakeholder expectations through transparent communication, product roadmaps, and value based prioritization.
Service Now Capability Enablement
Maintain a deep, working understanding of Service Now platform features, including workflows, data models, CMDB concepts, integrations, reporting, and user experience patterns.
Work with Architecture, Infrastructure, Asset Management teams to define and implement Resiliency boundaries in CMDB.
Define CMDB governance to improve data quality and communication.
Guide engineering and delivery teams to maximize outofthebox capabilities and enforce standard usage patterns across the platform.
Ensure solutions adhere to enterprise principles for platform stability, upgrade readiness, performance, and data integrity.
Backlog, Intake & Prioritization
Own the endtoend product backlog, intake process, and prioritization model across assigned domains.
Ensure all work delivery meets product readiness criteria, including clear problem statements, acceptance criteria, dependencies, and success measures.
Balance new demand with platform sustainability, technical debt reduction, and operational improvements.
Measurement & Value Realization
Define and track product level KPIs such as adoption, cycle time, data quality, user satisfaction, and operational efficiency.
Regularly review performance metrics to identify opportunities for simplification, standardization, and improved value realization.
10+ years of handson experience working with Service Now in a product, functional lead, or platform ownership capacity.
Demonstrated…
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