Staff Inbound Product Manager

Role Summary

Shape the Solution

• Run discovery sessions with business stakeholders and process owners to understand current-state pain, process gaps, and desired outcomes.
• Translate requirements into recommended ServiceNow solution designs and make credible choices about out-of-box functionality, customization, and scope.
• Drive stakeholder alignment, secure sign-off, and document design decisions.

Deliver with Engineering

• Translate approved designs into buildable epics and stories with acceptance criteria, dependencies, and definitions of done.
• Guide engineering through design intent and technical trade-offs while managing scope, sequencing, and backlog priority.
• Own UAT coordination, go-live readiness, hypercare, upgrade-safe design, and technical debt avoidance.

Measure and Improve

• Define success metrics and baselines before build starts and instrument implementations for measurability.
• Build reports and dashboards covering adoption, deflection, cycle time, process compliance, data quality, and process leakage.
• Use production data to identify underperformance, recommend fixes, and drive continuous improvement.

Influence the Product

• Represent delivery outcomes in executive forums using concise impact narratives and measurable results.
• Evaluate new and pre-GA ITSM and ITOM capabilities in production and provide evidence-based feedback to Product Management.
• Document product gaps with business impact and track them through closure with Product and Engineering.

AI-Enabled Delivery

• Use AI assistants such as Claude, ChatGPT, or Gemini for requirements synthesis, data analysis, prototyping, test case generation, and documentation.
• Develop a practical view of where AI accelerates delivery and where it introduces noise.

Required Qualifications

• Experience integrating AI into work processes, decision-making, or problem-solving.
• At least 8 years delivering ServiceNow solutions, including at least 3 full-lifecycle ITSM and ITOM deployments owned end to end.
• Prior formal or informal product management experience.
• Experience operating in an internal IT or Customer Zero model and deploying capability before general availability.
• Exposure to enterprise CMDB remediation at scale and AI-driven service operations.
• ITIL v4 Foundation certification or higher.

Preferred Qualifications

• Familiarity with Flow Designer, IntegrationHub, REST/SOAP integrations, and CMDB/CSDM structure.
• Working knowledge of ITIL practices and ability to lead requirements and design discussions with directors and above.
• Strong executive communication and ability to write buildable stories and manage an engineering backlog.
• Experience with ServiceNow Platform Analytics, Performance Analytics, Process Mining, or Process Optimization.
• ServiceNow CSA, ITOM-family CIS, or CIS-ITSM certification.

Work Personas

• ServiceNow describes flexible, remote, and required-in-office work personas, but the assigned persona for this role is not specified.

About ServiceNow