ServiceNow is looking for a Staff Inbound Product Manager - ITSM to lead product strategy for the Service Operations & Fulfiller Experiences team. You will build the next generation of employee experience and request management, guiding teams through ambiguous product development to ship products people love. Your focus will be on leveraging AI, automation, and collaboration to transform service operations.
What You'll Do
- Lead product strategy that sets us up for success as we look to grow to $10B+ in revenue.
- Collaborate effectively in an Agile work environment with product peers, user research, UX, engineering, implementation experts and customers to set product direction and definition.
- Communicate product vision, priorities, and complex technical problems as clear requirements and compelling solutions across engineering, AI platform teams, UX, GTM, and executive stakeholders.
- Interface with other product managers and stakeholders to be sure we are working on the right things at the right time, ensuring long-term value to the ServiceNow organization and our customers.
- Assume accountable ownership for product outcomes regardless of organizational boundaries.
- Guide multiple teams through ambiguous product development without losing sight of the unified vision.
- Continuously learn from customers, markets and technology trends to inform and validate your strategic and tactical product roadmaps.
- Work with scrum teams to guide projects from concept through development to launch. Participate in, and own the outcome of, all product and technical aspects of team deliverables, including quality, performance, maintainability, and scalability.
- Define, measure and achieve your product’s success targets through continued collaboration with Customer Success and our active community of developers, implementation service providers and consultants.
- Ship products people love!
What We're Looking For
- 8+ years of software product management experience, with a track record of shipping complex enterprise products that customers love and that drive meaningful business outcomes.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- Solid understanding of ITSM, fulfiller workflows - request, incident, problem management.
- Comfortable with platform concepts, workflow orchestration, workspace design, Flow Designer, extensibility patterns.
- Experience working with large enterprises that have complex customizations, compliance requirements, and high expectations.
- Demonstrated ability to focus on high-impact activities amid competing priorities.
- Experience defining and capturing product requirements, from customer insights and market analysis to detailed user stories and transforming them into compelling product roadmaps that align stakeholders and guide execution.
- Deep curiosity about customer needs and a track record of building authentic customer relationships.
- Ability to drive solution development through systems thinking.
- Ability to serve as a product lead and mentor for more junior team members.
Team & Environment
Part of the Service Operations & Fulfiller Experiences team within the ITSM product team.
Work Mode
flexible
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law.
