Staff Inbound Product Manager

Role Overview

Solution Design and Delivery

• Run discovery sessions to understand current-state pain, process gaps, and desired outcomes.
• Translate business requirements into ServiceNow solution designs and secure scope and design sign-off.
• Create buildable epics and stories with acceptance criteria, dependencies, and definitions of done.
• Guide engineering through design intent, technical trade-offs, scope, sequencing, and backlog priorities.
• Own UAT coordination, go-live readiness, and hypercare.
• Advise on best practices, upgrade-safe design, and technical debt avoidance.

Measurement and Iteration

• Define success metrics and baselines before implementation begins.
• Build and maintain reports and dashboards for adoption, deflection, cycle time, compliance, data quality, and process leakage.
• Use production data to identify underperformance, recommend fixes, and drive continuous iteration.

AI and Product Influence

• Use Claude, ChatGPT, Gemini, or equivalent AI assistants for requirements synthesis, data analysis, prototyping, test generation, and documentation.
• Represent delivery outcomes and measurable impact in executive product reviews.
• Evaluate new and pre-general-availability ITSM and ITOM capabilities under real operational load.
• Document evidence-backed product gaps and track them through closure with Product and Engineering.

Required Experience

• 8+ years delivering ServiceNow solutions, including at least three full-lifecycle ITSM and ITOM deployments owned end to end.
• Prior product management experience, formal or informal.
• Experience with an internal IT or Customer Zero model and pre-general-availability capability deployment.
• Exposure to enterprise CMDB remediation at scale.
• Experience with AI-driven service operations, including AI Agents, Now Assist, predictive intelligence, or AIOps.
• ITIL v4 Foundation or higher.

Preferred Qualifications

• Familiarity with Flow Designer, IntegrationHub, REST/SOAP integrations, and CMDB/CSDM structure.
• Working knowledge of ITIL practices and their mapping to platform capabilities.
• Ability to lead requirements and design conversations with directors and above.
• Strong executive communication and metric-driven storytelling.
• Ability to write buildable stories and manage an engineering backlog through delivery.
• Ability to build ServiceNow Platform Analytics reports and use Process Mining or Process Optimization.

Certifications

• ServiceNow Certified System Administrator certification is required.
• At least one ServiceNow Certified Implementation Specialist certification in the ITOM family is required.
• ServiceNow Certified Implementation Specialist - ITSM certification is required.

Work Persona

• ServiceNow assigns flexible, remote, or required-in-office work personas based on the nature of the work and assigned location.

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