Staff Inbound Product Manager

Role summary

This is an inbound technical product manager role. You'll own the design and delivery of ServiceNow's ITSM and ITOM products — Incident, Problem, Change, Request, Knowledge, Service Catalog, Discovery, Service Mapping, Event Management, and CMDB — in a live production environment, measure how they actually perform, and use that evidence to influence what the products should become.

Three things make this role distinct from a standard implementation specialist:

You own the outcome, not the deployment. Go-live is the midpoint. You instrument the solution, track adoption and performance in production, and iterate when the data says the design didn't land.

You're the voice of the customer, from inside. You'll partner directly with ServiceNow Product Management for ITSM and ITOM — evaluating new and pre-GA capability under real operational load, documenting gaps with evidence, and tracking them to closure.

You can carry the story upward. You'll represent this work in executive forums, translating implementation detail into the impact language leadership needs to make decisions.

You'll spend part of your week across the table from business stakeholders shaping requirements, part with engineering getting it built, and part with Product shaping the roadmap. If you only want one of those three, this isn't the role.

What you get to do

Shape the solution

Run discovery sessions with business stakeholders and process owners to understand current-state pain, process gaps, and desired outcomes

Translate business requirements into a recommended ServiceNow solution design, and pitch it credibly — including where out-of-box beats customization and where scope should be cut

Drive alignment across competing stakeholders, secure sign-off on scope and design decisions, and document the agreed solution

Deliver it with engineering

Translate approved designs into deployable epics and stories with clear acceptance criteria, dependencies, and definition of done — well-formed enough that engineering can build without guessing

Walk engineering through design intent, defend the "why" behind decisions, and work through technical trade-offs and constraints collaboratively as build progresses

Act as the single point of translation between engineering and the business. When engineering needs clarification, you go get it — you own the round trip back to the business stakeholder rather than pulling engineers into stakeholder meetings to ask directly

Manage scope, sequencing, and backlog priority with engineering through the build, and unblock decisions rather than escalating them

Own UAT coordination, go-live readiness, and hypercare

Advise on platform best practices, upgrade-safe design, and technical debt avoidance

Measure it

Instrument every implementation for measurability from day one — define success metrics and baselines before build starts, not after go-live

Personally build and maintain the reports and dashboards that show whether the solution is actually delivering: adoption, deflection, cycle time, process compliance, data quality, and where the process is leaking

Use the data to drive iteration — surface underperformance to stakeholders proactively, recommend fixes, and close the loop rather than declaring victory at deployment

Accelerate it

Use AI tooling to compress delivery cycles — apply general-purpose AI assistants (Claude, ChatGPT, Gemini) to accelerate requirements synthesis, data analysis, rapid prototyping of solution concepts for stakeholder validation, test case generation, and documentation — and bring a point of view on where AI genuinely speeds delivery versus where it adds noise

Influence the product

Represent your work in executive forums like monthly product reviews: what you delivered, why that approach, and what measurable impact it created. Distill technical detail into outcome language a VP can act on

Partner with ServiceNow Product Management for ITSM and ITOM — build durable working relationships with the teams building these products, evaluate new and pre-GA capabilities in a real production environment, and provide grounded, constructive feedback based on actual adoption experience

Own the product gap loop — document capability gaps that block or slow adoption, translate them into clear, evidence-backed asks with business impact attached, and track them through to closure with Product and Engineering rather than logging them and moving on

To be successful in this role you have

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

8+ years delivering ServiceNow solutions, with at least 3 full lifecycle ITSM and ITOM deployments owned end to end

Prior product management experience, formal or informal

Experience operating in an internal IT / Customer Zero model, deploying capability before general availability

Exposure to enterprise CMDB remediation at scale

Experience with AI-driven service operations — AI Agents, Now Assist, predictive intelligence, or AIOps

ITIL v4 Foundation or higher

Preferred qualifications

Familiarity with Flow Designer, IntegrationHub, REST/SOAP integrations, and CMDB/CSDM structure — enough to write buildable stories and hold a credible technical conversation

Working knowledge of ITIL practices and how they map to platform capability

Demonstrated ability to lead requirements and design conversations with directors and above, without a program manager in the room

Strong executive communication — able to build and deliver concise, metric-driven narratives for senior leadership, and to hold a credible technical conversation with product managers in the same week

Demonstrated fluency with AI assistants (Claude, ChatGPT, Gemini, or equivalent) as part of day-to-day delivery — analyzing data, prototyping, drafting artifacts, and reducing time-to-first-draft on design and requirements work

Demonstrated ability to write clear, buildable epics and stories, and to manage a backlog with an engineering team through delivery

Proven ability to personally build reports, dashboards, and indicators using ServiceNow Platform Analytics (including Performance Analytics), and to use Process Mining / Process Optimization to identify bottlenecks and deviation in live processes

ServiceNow Certified System Administrator (CSA)

At least one ServiceNow Certified Implementation Specialist certification in the ITOM family — Discovery, Event Management, Service Mapping, or Cloud Management (multiple preferred)

ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.