Senior ServiceNow Product Manager

About the role

Owns the product strategy, vision, and multi-year roadmap for assigned ServiceNow domains (e.g., ITSM, ITOM, ITAM, CMDB, HRSD, CSM, GRC). Drives enterprise value by aligning ServiceNow capabilities with business priorities, technology strategy, and compliance/risk objectives. Designs and governs strategic service architecture and service catalog, ensuring services are well-defined, consistently structured, and consumable across the enterprise. Ensures alignment of service and catalog design with CMDB integrity, data quality, and downstream integrations. Leads stakeholder engagement, acting as the primary product authority for business and technology partners. Facilitates structured discovery, prioritization, and transparent communication regarding product roadmaps and value delivery. Maintains deep functional expertise in ServiceNow platform features, CMDB, workflows, integrations, and reporting. Defines and enforces CMDB governance, data quality standards, and platform resiliency in collaboration with technical teams. Guides engineering/delivery teams to maximize out-of-the-box ServiceNow capabilities and standard usage patterns. Owns and manages the end-to-end product backlog, intake process, and prioritization across multiple ServiceNow domains. Defines and tracks product-level KPIs (adoption, cycle time, data quality, user satisfaction, operational efficiency) to measure value realization. Balances new demand with platform sustainability, technical debt reduction, and operational improvements. Communicates complex technical and product concepts to executive and non-technical audiences in a clear, concise manner.

Required Qualifications

• 10+ years of hands-on ServiceNow experience in senior product, functional lead, or platform ownership roles.
• ServiceNow Technical Architect certification.
• Experience implementing ServiceNow AI capabilities and Greenfield environments.
• Strong expertise in ServiceNow modules (ITSM, ITOM, ITAM, HRSD, CSM, GRC), workflow orchestration, CMDB, integrations, and reporting.
• Demonstrated success managing enterprise-scale platforms with multiple stakeholder groups and competing priorities.
• Excellent communication, problem framing, outcome definition, and value/risk prioritization skills.