Tech Product Manager - ServiceNow Platform

Purpose

Five Star Bank is seeking a strategic and technically skilled Technical Product Manager – Service Now Platform to lead the vision, roadmap, and execution of our enterprise Service Now ecosystem. This is a high‑impact leadership role that partners closely with senior stakeholders to define and drive the long‑term platform strategy, ensuring alignment with business objectives and operational excellence. The ideal candidate brings deep expertise in Service Now, including ITSM implementation, ITOM, CMDB, and asset management, along with a proven ability to lead complex enterprise‑wide initiatives.

This role offers the opportunity to shape and lead the evolution of a critical enterprise platform, working alongside senior leadership to drive innovation, efficiency, and scalable growth. You will play a pivotal role in building a modern, high‑performing Service Now ecosystem that supports the organization’s long‑term strategy.

• Guide implementation and optimization of IT Service Management (ITSM) processes, including incident, problem, and change management.
• Guide implementation and optimization of Configuration Management Database (CMDB) strategy and data integrity.
• Guide implementation and optimization of IT Asset Management (ITAM) processes and lifecycle governance.
• Guide implementation and optimization of Demand and Capacity Management, ensuring scalable service delivery.
• Establish data governance and reporting frameworks within Service Now.

• Define and own the Service Now platform strategy, vision, and multi‑year roadmap in alignment with organizational goals.
• Partner with senior leadership to identify opportunities for platform expansion, optimization, and innovation.
• Provide leadership, including coaching, performance management, and development, to drive engagement and high‑performance team delivery.
• Act as the primary product owner for Service Now, prioritizing initiatives based on business value, risk, and technical feasibility.
• Drive governance, standardization, and best practices across the Service Now platform.

• Lead end‑to‑end delivery of Service Now initiatives, including ITSM rollout and enhancements.
• Oversee platform development, configuration, and integrations with other enterprise systems.
• Translate business requirements into technical specifications and user stories.
• Ensure Agile delivery practices and continuous improvement across platform teams.

• Manage relationships with Service Now and third‑party vendors, including implementation partners, consultants, and managed service providers, ensuring alignment with strategic goals, delivery quality, and cost efficiency.
• Lead vendor selection, contract negotiations, and performance governance (SLAs, KPIs).

• Serve as a trusted advisor to business and IT leaders.
• Facilitate cross‑functional collaboration between engineering, operations, and business teams.

• Monitor industry trends and Service Now capabilities to enhance platform value.
• Identify automation opportunities and drive operational efficiencies.
• Champion user experience improvements and adoption across the organization.

Required:

• 7+ years of experience in platform management or related roles, including 5+ years leading Service Now platform initiatives. Prior banking experience is not required.
• Education:
  
  Bachelor’s Degree.

• Strong understanding of Service Now architecture, modules, and integrations.
• Ability to translate complex business needs into technical solutions.
• Demonstrated ability to lead cross‑functional teams and large‑scale initiatives.
• Proven experience successfully implementing and scaling ITSM solutions in an enterprise environment.
• Exceptional stakeholder management and executive communication skills.
• Ability to inspire, mentor, and develop high‑performing teams; fosters a culture of accountability, collaboration, and continuous improvement.

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long‑Term Disability, and…