Principal Product Manager | ESM Solutions | Commercial Markets

ServiceNow•Waltham, MA

2h•$199,100 - $348,400•Remote

About The Position

A Principal Product Manager and Solution Owner at ServiceNow ensures that Solutions, products that span the existing BU structure, are a cohesive, integrated experience across the existing BU products. The Solution Owner drives cross-product strategy, interoperability, and go-to-market readiness - filling critical gaps that currently risk long-term offering success. ESM Solution Owner Role Overview The ESM (Enterprise Service Management) Solution Owner drives the strategic direction and integration of ESM, which spans Core IT, Core Business Services (CBS), Deploy & Admin, and CRM . The initial effort is focused on delivering an ASM solution for the commercial market. This role ensures seamless interoperability between products and owns the solution-level roadmap, working across business units without direct engineering control.

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 and education
Product management experience
Experience with ServiceNow and/or Commercial offerings
Experience managing cross-functional, multi-product initiatives
Strategic thinking with ability to challenge status quo
Strong collaboration skills across matrixed organizations
Understanding of ITSM, Core Business Workflows

Nice To Haves

ServiceNow product knowledge
Background in solution-level product management
GTM and sales enablement experience

Responsibilities

Drive long-term strategic direction of the commercial solution across Core IT, CBS, Admin & Deploy and other products/features as determined
Own integrated solution-level roadmap spanning multiple products
Challenge assumptions and guide teams on future direction vs. continuing current approaches
Advocate for continued R&D and innovation initiatives that improve the product for the commercial market with the existing BU teams.
Identify and resolve potential integration issues between Core IT, CBS, CRM, & Admin & Deploy.
Map user journeys and workflows where different products intersect
Ensure seamless user experience across product boundaries
Collaborate with dedicated BU scrum teams working on commercial offerings
Determine what work needs elevation to solution level (e.g., solution documentation, KB articles)
Act as consistent decision maker on the commercial solution offering.
Own the strategic direction of the commercial solution offering, and collaborate with product development, pricing and packaging, and Impact.
Work with CBS and Core IT OPMs/IPMs to coordinate solution-level decisions
Own GTM Readiness work bridging product and sales/marketing/enablement workstreams
Provide direction on commercial product narrative to feed asset creation
Coordinate BOM (bill of materials) assets including demos and data sheets
Eliminate duplicate versions of GTM materials
Partner with existing product teams across BUs
Work closely with CBS and Core IT product managers, Sales, & Partner org, who have shared OKR responsibility for commercial market success
Collaborate with Product Marketing, and Enablement teams