EXPERIENCES/EDUCATION - REQUIRED

• BS degree in Information Technology, Computer Science, Business or a related field. May accept additional experience in lieu of degree.
• ITIL4 Foundation Certification
• ServiceNow Certified System Administrator (CSA) required
• 8+ years of experience working with the ServiceNow platform, including implementation, administration, or development.
• Keen eye for gaps, complexity reduction, and simplification without compromising requirements.
• Exceptional attention to detail, organized, and self-starter with the ability to function autonomously.
• Demonstrated ability to manage and mentor technical teams, ensuring a collaborative and high-performance culture.
• Strong leadership, facilitation, and stakeholder management skills
• Strong understanding of ServiceNow modules such as ITSM, ITOM, Platform Core, SPM, HAM, SAM

EXPERIENCES/EDUCATION - DESIRED

• ServiceNow Certified Application Developer (CAD) preferred
• ServiceNow Certified Implementation Specialist – ITSM, SPM, ITOM preferred
• Functional knowledge of IT financials and fundamental accounting principles regarding the treatment of IT tools and applications.
• Excellent verbal and written communication skills, with the ability to present complex technical concepts to business leaders and stakeholders
• Ability to work cross-functionally to resolve conflicts and priorities.
• Use technology to improve business processes and apply the same technology to the company’s business processes.
• Experience with Agile frameworks (Scrum, SAFe) and related tools is a plus.

ROLE PURPOSE

The ServiceNow Product Manager will lead, direct, develop, and optimize our ServiceNow team’s priorities across platform/ product lines. This role includes managing a team and a 3rd party services provider. The ideal candidate will collaborate with stakeholders to define and prioritize requirements, conduct workshops to develop and maintain the product roadmap, ensure alignment with business objectives, and drive continuous improvement of the platform to maximize business value.

KEY RESPONSIBILITIES

• Gather, analyze, and document business and technical requirements to translate them into user stories and acceptance criteria.
• Collaborate with cross-functional teams, including IT, security, and other business units, to optimize ServiceNow solutions.
• Optimize the value of the work the Development Team performs
• Ensure that the Product Backlog is visible, transparent, and clear to all, and shows what the Team will focus on next
• Ensure the Development Team understands items in the Product Backlog to the level needed
• Keep up to date with the ServiceNow roadmap for their respective modules
• Act as a Product Owner or Business Analyst in an Agile environment
• Communicate complex technical concepts to non-technical stakeholders.
• Manage teams and outcomes by setting detailed objective plans that align with a broader enterprise strategic roadmap.