Associate, Product Manager

Bank OZK•Little Rock, AR

About The Position

Serves as the primary liaison between business stakeholders and the ServiceNow platform team. Responsible for gathering, documenting, analyzing, and validating business requirements while ensuring ServiceNow solutions align with organizational objectives, regulatory requirements, and operational needs.

Requirements

Bachelor's degree in information technology, business administration, computer science, information systems, or related field, or equivalent work experience, required.
Minimum three (3) years of experience in product management, business analysis, platform management, technology governance, or related discipline, required.
Minimum two (2) years of experience supporting or administering ServiceNow products and capabilities, required.
Comprehensive knowledge of product management methodologies and Agile practices.
Comprehensive knowledge of the ServiceNow platform and associated workflows.
Working knowledge of IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and Configuration Management (CMDB) principles.
General knowledge of Information Technology Infrastructure Library (ITIL) v4 or v5 framework.
Ability to establish priorities and manage competing demands across multiple stakeholders.
Ability to communicate effectively both 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.
Ability to demonstrate excellent organization, critical thinking, problem-solving, and analytical skills.
Ability to work effectively and demonstrate flexibility 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.

Nice To Haves

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

Responsibilities

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