ServiceNow Product Manager - MNIT Division Manager

Job Summary

As the Service Now Product Manager, you provide enterprise leadership and product ownership for the State’s Service Now platform. You define and evolve the product vision, roadmap, governance, adoption strategy, and customer experience while partnering closely with enterprise leaders, agency stakeholders, and technical platform teams.

• Define and evolve the product vision, roadmap, governance, adoption strategy, and customer experience for the Service Now platform.
• Partner with enterprise leaders, business stakeholders, technical teams, and executive leadership to prioritize work, align strategic objectives, and drive continuous improvement.
• Advocate for customer experience, ensuring the platform delivers measurable value, operational transparency, and an improved user experience across the State of Minnesota.
• Lead stakeholder engagement, adoption, and change management initiatives related to enterprise technology solutions.
• Facilitate governance, prioritization, backlog management, and decision‑making processes across multiple stakeholders or organizational areas.
• Define, track, and report operational metrics, adoption metrics, service performance metrics, and value realization outcomes.
• Work with enterprise workflow platforms, IT service management (ITSM) tools, or digital service delivery platforms, including Service Now products, workflows, governance processes, or service delivery capabilities.
• Ensure that employees spend at least 50% of the time onsite at 600 Robert Street North, St. Paul, Minnesota, with opportunity for telework.

• Minimum of six (6) years of experience leading, managing, or overseeing enterprise technology products, platforms, services, or programs in a large, complex organization.
• Three (3) years of supervisory experience, or two (2) years in a Systems Architect classification or two (2) years in an external IT Architect role may substitute for two of the required years of supervisory experience.
• Leading product strategy, roadmap development, governance, or service delivery initiatives for enterprise technology platforms or digital services.
• Partnering with business stakeholders, technical teams, and executive leadership to prioritize work, align strategic objectives, and drive continuous improvement.
• Leading stakeholder engagement, customer experience, adoption, or change management initiatives related to enterprise technology solutions.
• Facilitating governance, prioritization, backlog management, or decision‑making processes across multiple stakeholders or organizational areas.
• Defining, tracking, or reporting operational metrics, adoption metrics, service performance metrics, or value realization outcomes.
• Experience with Service Now products, workflows, governance processes, or service delivery capabilities.
• Strong communication skills and a customer‑focused approach grounded in active listening, empathy, and solution‑oriented problem solving.

• Experience serving in a Product Manager, Service Owner, IT Service Management (ITSM), or enterprise platform leadership role.
• Experience leading enterprise governance, intake, prioritization, or roadmap planning processes for technology platforms or digital services.
• Experience improving customer experience, platform adoption, workflow automation, or digital service delivery outcomes across a large organization.
• Experience supporting digital transformation, workflow modernization, automation, or enterprise service experience initiatives.
• Proven ability to foster team development by promoting collaboration, trust, and knowledge sharing, while empowering individuals to achieve collective goals.

• Experience leading enterprise product strategy, governance, or roadmap management for a Service Now platform in a large, complex organization.
• Experience facilitating cross‑organizational prioritization and governance discussions involving competing business, operational, and technical priorities.

• Pass all legally required background checks and verification processes (SEMA4 Records Check, Criminal History Check, Reference Check,…