ServiceNow TPM for Marketing - US

Key Responsibilities

• Platform Solutioning & Support
  • Perform L1 and L2 solutioning on the ServiceNow platform.
  • Collaborate with architects and designers to refine requirements and validate feasibility.
• Requirements & Story Management
  • Break down PRDs into detailed user stories.
  • Manage backlog, maintain story hygiene, and ensure stories are test-ready.
  • Track delivery status and follow up with engineers to ensure on-time execution.
• Execution & Delivery Support
  • Drive UAT testing, validate outcomes, and close development tasks.
  • Provide structured reporting on progress, risks, and blockers.
• Hypercare & Incident Management
  • Support post-go-live stabilization during the hypercare period.
  • Triage incidents, track resolution, and report on hypercare performance.
• Collaboration with Core TPMs
  • Complement existing TPMs by focusing on execution and delivery, while they drive strategy and business alignment.
  • Ensure smooth handoffs and visibility across all levels of product management.

Required Skills & Experience

• Hands-on knowledge of the ServiceNow platform with ability to solution requirements.
• Experience translating business requirements / PRDs into detailed user stories.
• Strong backlog management, story hygiene, and execution-tracking skills.
• Familiarity with Agile delivery tools (e.g., ServiceNow Agile, Jira).
• Strong communication and reporting skills, with ability to simplify complex topics.
• Exposure to hypercare, incident triage, and post-go-live support.

Preferred Qualifications

• 4–7 years of TPM or equivalent experience in SaaS / enterprise platforms.
• Experience with Customer Success, CSP, or related ServiceNow modules.
• Ability to operate in fast-paced, cross-functional environments with global teams.