Service Management Platform (ServiceNow) Product Management

RTX•US-OR-REMOTE, OR

1d•Remote

About The Position

The Associate Director of Service Management Platform Product Management is responsible for leading the strategy, roadmap, and delivery of the enterprise Service Management Platform on ServiceNow. This role oversees the product lifecycle for ITSM, Technology Management (CMDB, Hardware & Software Asset Management, Event Management, Enterprise Architecture, Operational Technology, & Business Continuity Management), and Core Platform capabilities, ensuring that the platform enables operational excellence, scalable processes, and high-quality user experiences across the organization. This position combines product leadership, platform governance, business analysis, and change-management expertise. The role partners closely with technology, operations, governance bodies, and business stakeholders to define the platform roadmap, focus on delivering value, optimize adoption, ensure stability, and drive continuous improvement across the ServiceNow ecosystem.

Requirements

A University Degree or equivalent experience and minimum 12 years prior relevant experience, or An Advanced Degree in a related field and minimum 10 years experience
Direct experience leading a product management team using industry standard product management best practice with strong stakeholder management skills, including building relationships, creating and managing an engagement plan, and developing a strategic partnership.
Strong understanding of ServiceNow architecture, modules, capabilities, and implementation approaches with experience supporting ITSM processes (e.g., Incident, Problem, Change, Request, CMDB, Knowledge).
Familiarity with technology management workflows and platform operations with a demonstrated ability to lead cross-functional teams and drive transformation across business and IT domains.
Experience implementing and operating within the Scaled Agile Framework (SAFe).
Ability to manage multiple priorities in a fast-paced environment while maintaining long-term strategic focus with strong analytical, communication, and organizational skills.

Responsibilities

Own the product vision, strategy, and roadmap for the enterprise Service Management Platform (ServiceNow) across ITSM, Technology Management, and Core Platform capabilities.
Drive platform governance, ensuring alignment with enterprise architecture, security standards, and strategic priorities.
Partner with key stakeholders to prioritize platform enhancements and backlog items based on value, risk, user impact, and operational needs.
Ensure platform capabilities scale effectively and support enterprise-wide service management maturity.
Lead efforts to drive organizational adoption of platform features, ensuring successful enablement and improved user experiences.
Collect and evaluate platform feedback to guide iterative enhancements and future roadmap planning.
Serve as an escalation point for major platform issues and provide oversight for L3 incident management, coordinating with technical teams to resolve complex operational problems.
Define and measure platform KPIs to communicate product value and operational impact.
Ensure that the Product Managers within our organization are engaging in Product Management best practices.
Conduct market and industry research to identify new ServiceNow capabilities, trends, and best practices that support platform evolution.
Engage and manage stakeholders across business and technology teams, ensuring alignment, transparency, and shared decision-making.
Define epics, features, and acceptance criteria that guide development teams.
Translate platform strategy into actionable functional requirements.
Maintain thorough functional documentation for platform features and capabilities.
Oversee product governance processes and ensure compliance with enterprise standards.
Ensure that the Business Analysts within our organization are engaging in Business Analysis best practices.
Develop and document functional and technical story-level requirements for ServiceNow modules and enhancements.
Write clear, user-focused stories that reflect business needs and platform best practices.
Define story acceptance criteria and conduct functional validation.
Coordinate User Acceptance Testing (UAT) and ensure testing outcomes align with release expectations.
Support story deployment activities, ensuring readiness for implementation.
Maintain test case inventory to ensure consistent platform quality.
Provide oversight for initiatives involving the Service Management Platform, ensuring alignment with scope, timelines, and platform strategy.
Partner with project teams, engineering, and business stakeholders to resolve blockers and guide delivery.
Develop comprehensive testing strategies for platform releases, enhancements, and feature deployments.
Ensure that UAT and functional test coverage accounts for business risk, operational dependencies, and platform integrity.
Oversee execution of test plans and validate functional behavior prior to production deployment.
Demonstrated leadership implementing and operating within the Scaled Agile Framework (SAFe) across enterprise level technology or platform teams.
Deep understanding of agile delivery principles, including backlog refinement, iterative development, and continuous improvement practices.
Proven experience guiding Agile Release Trains (ARTs) and collaborating with Release Train Engineers, Product Managers, Product Owners, and Scrum Masters.
Lead and actively participate in Program Increment (PI) Planning, ensuring alignment between business priorities, architectural standards, and ServiceNow platform strategy.
Provide leadership across all agile ceremonies, including sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives.
Ensure product and platform roadmaps integrate effectively with ART objectives and cross team dependencies.
Partner with teams to ensure stories, features, and epics align to SAFe definitions of ready and done.
Coach teams and stakeholders on SAFe practices to drive maturity, predictability, and transparency across the platform portfolio.
Use SAFe metrics to inform planning and improve delivery outcomes.
Provide leadership, coaching, and direction to product managers, business analysts, and cross-functional team members supporting the Service Management Platform.
Foster a collaborative and high-performance team culture focused on accountability, continuous improvement, and delivering high-quality platform outcomes.
Develop team capabilities by mentoring individuals on product management practices, requirements development, stakeholder engagement, and ServiceNow best practices.
Set clear expectations, define roles and responsibilities, and ensure alignment on priorities, scope, and delivery timelines.
Coordinate work across technical, operational, and business teams, ensuring effective communication, shared ownership, and timely escalation of risks or blockers.
Manage workload distribution, capacity planning, and resource alignment to support platform initiatives and strategic goals.
Promote a supportive environment that values diverse perspectives, encourages growth, and maintains high levels of engagement and team satisfaction.