Associate, Product Manager

Bank OZK•Little Rock, AR

About The Position

Serves as the primary liaison between business stakeholders and the ServiceNow platform team. The role gathers, documents, analyzes, and validates business requirements and ensures ServiceNow solutions align with organizational objectives, regulatory requirements, and operational needs. It translates requirements into product and platform work, supports Agile delivery, monitors platform outcomes, and coordinates testing and validation.

Requirements

Bachelor's degree in information technology, business administration, computer science, information systems, or a related field, or equivalent work experience.
At least three years of experience in product management, business analysis, platform management, technology governance, or a related discipline.
At least two years of experience supporting or administering ServiceNow products and capabilities.
Comprehensive knowledge of product management methodologies and Agile practices.
Comprehensive knowledge of the ServiceNow platform and associated workflows.
Working knowledge of ITSM, ITOM, ITAM, and CMDB principles.
General knowledge of the ITIL v4 or v5 framework.
Ability to establish priorities and manage competing demands across multiple stakeholders.
Ability to communicate effectively verbally and in writing with technical and non-technical audiences.
Ability to facilitate meetings, workshops, and presentations.
Ability to analyze operational data, identify trends, and develop meaningful recommendations.
Excellent organization, critical thinking, problem-solving, and analytical skills.
Ability to work effectively and flexibly in a continually changing environment.
Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
Ability to maintain confidentiality.
Skill in Microsoft Office products, including Word, Excel, PowerPoint, Outlook, Teams, and Visio.
Ability to operate customary equipment and technology used in a business environment, with or without accommodation.

Nice To Haves

Professional certification in ServiceNow, ITIL v4, ITIL v5, Agile, Scrum, Product Management, or a related discipline.
Experience with ServiceNow ITSM, ITAM, ITOM, CMDB, Performance Analytics, or Strategic Portfolio Management.

Responsibilities

Translate business requirements into epics, user stories, acceptance criteria, and platform enhancements.
Collaborate with ServiceNow management, developers, and administrators to ensure platform solutions meet business objectives and architectural standards.
Monitor platform performance, adoption metrics, utilization trends, and customer satisfaction to identify opportunities for optimization.
Ensure ServiceNow capabilities align with IT governance, operational resilience, asset management, cybersecurity, audit, and regulatory objectives.
Create process flows, workflow diagrams, gap analyses, knowledge articles, and solution documentation.
Facilitate backlog grooming, sprint planning, sprint reviews, and retrospectives.
Coordinate User Acceptance Testing (UAT), defect tracking, and validation activities.
Regularly exercise discretion and judgment in performing essential job functions.