Staff Inbound Product Manager

Run discovery sessions with business stakeholders and process owners to understand current-state pain, process gaps, and desired outcomes

Translate business requirements into a recommended ServiceNow solution design, and pitch it credibly — including where out-of-box beats customization and where scope should be cut

Drive alignment across competing stakeholders, secure sign-off on scope and design decisions, and document the agreed solution

Translate approved designs into deployable epics and stories with clear acceptance criteria, dependencies, and definition of done — well-formed enough that engineering can build without guessing

Walk engineering through design intent, defend the "why" behind decisions, and work through technical trade-offs and constraints collaboratively as build progresses

Act as the single point of translation between engineering and the business. When engineering needs clarification, you go get it — you own the round trip back to the business stakeholder rather than pulling engineers into stakeholder meetings to ask directly

Manage scope, sequencing, and backlog priority with engineering through the build, and unblock decisions rather than escalating them

Own UAT coordination, go-live readiness, and hypercare

Advise on platform best practices, upgrade-safe design, and technical debt avoidance

Instrument every implementation for measurability from day one — define success metrics and baselines before build starts, not after go-live

Personally build and maintain the reports and dashboards that show whether the solution is actually delivering: adoption, deflection, cycle time, process compliance, data quality, and where the process is leaking

Use the data to drive iteration — surface underperformance to stakeholders proactively, recommend fixes, and close the loop rather than declaring victory at deployment

Use AI tooling to compress delivery cycles — apply general-purpose AI assistants (Claude, ChatGPT, Gemini) to accelerate requirements synthesis, data analysis, rapid prototyping of solution concepts for stakeholder validation, test case generation, and documentation — and bring a point of view on where AI genuinely speeds delivery versus where it adds noise

Represent your work in executive forums like monthly product reviews: what you delivered, why that approach, and what measurable impact it created. Distill technical detail into outcome language a VP can act on

Partner with ServiceNow Product Management for ITSM and ITOM — build durable working relationships with the teams building these products, evaluate new and pre-GA capabilities in a real production environment, and provide grounded, constructive feedback based on actual adoption experience

Own the product gap loop — document capability gaps that block or slow adoption, translate them into clear, evidence-backed asks with business impact attached, and track them through to closure with Product and Engineering rather than logging them and moving on

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

8+ years delivering ServiceNow solutions, with at least 3 full lifecycle ITSM and ITOM deployments owned end to end

Prior product management experience, formal or informal

Experience operating in an internal IT / Customer Zero model, deploying capability before general availability

Exposure to enterprise CMDB remediation at scale

Experience with AI-driven service operations — AI Agents, Now Assist, predictive intelligence, or AIOps

ITIL v4 Foundation or higher

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