ServiceNow Product Manager (Contract

What You ll Do

• 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 functions on our products and platforms.
• Build strong working knowledge of core systems and applications in the IH technology landscape.
• Partner with the UX/UI team to ensure work on products are meeting our standards and goals.
• Be a data-driven thinker: leverage analytics data to understand the severity and pervasiveness of problems and define product success metrics.
• Partner with legal, risk, and security to ensure compliance-related items are met to proper standards.
• Deeply understand the company s business model and document key workflows for your areas of oversight.
• Keep a pulse on the competitive and vendor landscape and identify opportunities and strategies to drive business results.
• Generate release and knowledge base documentation and partner on field training activities.
• Run early-stage experiments and beta / pilot programs with early-stage features/products.
• Participate in solutioning; articulate your ideas through wireframes/sketches and research best-in-class solutions.

• 3+ years of product management experience with Service Now — preferably across multiple product lines including ITSM, CSM, HR Onboarding, ITOM AIOps, or IT Service Manager
• Bachelor s degree (B.
  
  A.) from four-year college or university or equivalent combination of education and experience
• Experience in real estate, travel, or retail preferred
• Experience presenting and influencing a robust group of stakeholders and senior leaders
• Ability to communicate complex information in simple terms to a wide variety of audiences
• Agile/Scrum mindset and expertise
• Tops-down, strategic thinker
• Strong, proactive communication skills and an ability to work collaboratively are critical
• Ability to negotiate without being adversarial
• Ability to effectively communicate and partner with executives and senior-level leaders
• Ability to lead projects across multiple teams and stakeholders…