Principal Product Manager | ESM Solutions | Commercial Markets

ServiceNow•Santa Clara, CA

3h•Remote

About The Position

Role Overview: The ESM Solution Owner drives the strategic direction and integration of ServiceNow's Enterprise Service Management solution, which spans IT Service Management (ITSM), Core Business Services (CBS), and Customer Service Management (CSM). This role focuses on delivering a cohesive, integrated ESM solution for the commercial market (companies with 1,000-5,000 employees), ensuring seamless interoperability across products and owning the solution-level roadmap.

Requirements

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.
15+ years of product management experience or similar experience with education
Experience with enterprise software and/or commercial market offerings
Proven track record managing cross-functional, multi-product initiatives
Strategic thinking with ability to challenge the status quo
Strong emotional intelligence and collaboration skills in matrixed organizations
Understanding of ITSM and core business workflows

Nice To Haves

ServiceNow product knowledge and platform experience
Background in solution-level product management (vs. single product)
GTM and sales enablement experience
Experience working with commercial/mid-market customers

Responsibilities

Act as the primary decision maker for the commercial ESM solution offering
Own the strategic direction of the solution and collaborate with product development, pricing and packaging, and go-to-market teams
Partner with product managers across IT and CBS to coordinate solution-level decisions
Advocate for R&D and innovation initiatives that enhance the product for commercial customers
Drive long-term strategic direction of the commercial ESM solution across multiple products
Own and maintain the integrated solution-level roadmap spanning IT, CBS, and related offerings
Challenge assumptions and guide teams toward future-focused, horizontal solution capabilities
Map user journeys and workflows where different products intersect
Ensure seamless user experiences across product boundaries
Collaborate with dedicated business unit scrum teams working on commercial offerings
Determine which work requires elevation to the solution level (e.g., unified documentation)
Own GTM readiness activities bridging product, sales, marketing, and enablement teams
Provide direction on product narrative and messaging for the commercial market
Coordinate bill of materials (BOM) assets including demos, data sheets, and other sales materials
Eliminate redundancy and ensure consistency across GTM materials
Partner extensively with Sales, Partners, Marketing, Enablement, and Product teams to ensure commercial market success
Navigate and influence across a matrixed organization without direct engineering control