Portfolio Manager -CRM+CSM

Location: Remote (W2 candidates only; no C2C).

Experience

10+ years overall experience with a minimum of 3+ years in ServiceNow product/portfolio management.

Required Skills

• ServiceNow CRM and Customer Service Management (CSM)
• Product and Portfolio Management
• Solution Accelerator Development
• Roadmap Planning and Stakeholder Management
• ServiceNow Platform Expertise

Key Responsibilities

• Own the end-to-end lifecycle of ServiceNow CRM and CSM solutions, from ideation through retirement.
• Define product strategy, roadmap, and adoption plans aligned to business objectives.
• Design, develop, and maintain reusable accelerators and solution offerings within CRM and CSM domains.
• Collaborate with business stakeholders, architects, engineering teams, and product organizations.
• Drive adoption, customer satisfaction, portfolio performance, and continuous improvement initiatives.
• Provide subject matter expertise in ServiceNow CRM and CSM solutions.

Certifications

• ServiceNow CSA (mandatory)
• CIS‑CSM or relevant CIS certification (preferred)

Skills

• ServiceNow CRM
• Client portfolio management
• Customer Service Management (CSM)
• ServiceNow CSA (mandatory)