Tech Product Manager - ServiceNow Platform

About the Role

Five Star Bank is seeking a strategic and technically skilled Technical Product Manager – ServiceNow Platform to lead the vision, roadmap, and execution of our enterprise ServiceNow ecosystem. This high-impact leadership role partners closely with senior stakeholders to define and drive the long-term platform strategy, ensuring alignment with business objectives and operational excellence. The ideal candidate brings deep expertise in ServiceNow, including ITSM implementation, ITOM, CMDB, and asset management, along with a proven ability to lead complex, enterprise-wide initiatives. This role offers the opportunity to shape and lead the evolution of a critical enterprise platform, working alongside senior leadership to drive innovation, efficiency, and scalable growth.

Responsibilities

• Guide implementation and optimization of:
  • IT Service Management (ITSM) (incident, problem, change management)
  • Configuration Management Database (CMDB) strategy and data integrity
  • IT Asset Management (ITAM) processes and lifecycle governance
  • Demand and Capacity Management, ensuring scalable service delivery
• Establish data governance and reporting frameworks within ServiceNow.
• Define and own the ServiceNow platform strategy, vision, and multi-year roadmap in alignment with organizational goals.
• Partner with senior leadership to identify opportunities for platform expansion, optimization, and innovation.
• Provide leadership, including coaching, performance management, and development, to drive engagement and high-performance team delivery.
• Act as the primary product owner for ServiceNow, prioritizing initiatives based on business value, risk, and technical feasibility.
• Drive governance, standardization, and best practices across the ServiceNow platform.
• Lead end-to-end delivery of ServiceNow initiatives, including ITSM rollout and enhancements.
• Oversee platform development, configuration, and integrations with other enterprise systems.
• Translate business requirements into technical specifications and user stories.
• Ensure Agile delivery practices and continuous improvement across platform teams.
• Manage relationships with ServiceNow and third-party vendors, including implementation partners, consultants, and managed service providers, ensuring alignment with strategic goals, delivery quality, and cost efficiency.
• Lead vendor selection, contract negotiations, and performance governance (SLAs, KPIs).
• Serve as a trusted advisor to business and IT leaders.
• Facilitate cross-functional collaboration between engineering, operations, and business teams.
• Monitor industry trends and ServiceNow capabilities to enhance platform value.
• Identify automation opportunities and drive operational efficiencies.
• Champion user experience improvements and adoption across the organization.
• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders.
• Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Requirements

• 7+ years of experience in platform management or related roles, including 5+ years leading ServiceNow platform initiatives.
• Bachelor’s Degree.

Skills

• Strong understanding of ServiceNow architecture, modules, and integrations.
• Ability to translate complex business needs into technical solutions.
• Demonstrated ability to lead cross-functional teams and large-scale initiatives.
• Proven experience successfully implementing and scaling ITSM solutions in an enterprise environment.
• Exceptional stakeholder management and executive communication skills.
• Ability to inspire, mentor, and develop high-performing teams; fosters a culture of accountability, collaboration, and continuous improvement.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability
• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity, Legal Insurance & Personal Accident
• Tuition Reimbursement
• Employee Referral Program
• Wellness Reimbursement Program
• Star Volunteer Program
• Employee Banking and Financial Perks
• Flexible Hybrid Work Schedule
• Paid Time Off (PTO)
• Company Paid Holidays