FLEX Senior Product Manager - ITSM Platforms

Marriott • Bethesda, MD

17h • Hybrid

About The Position

The Senior Product Manager, ITSM Platforms is responsible for owning and driving
the product backlog for the ServiceNow platform, with a primary focus on IT
Service Management (ITSM) capabilities. This role serves as the product owner
for ITSM solutions, ensuring that platform enhancements, features, and
improvements are aligned with business priorities, operational needs, and
enterprise service management strategy.

This individual leads all agile delivery activities for the ITSM development
team, including daily standups, sprint planning, backlog grooming, and
retrospectives. They are accountable for capturing, prioritizing, and tracking
all work and user stories in Jira, maintaining clear visibility into delivery
progress, dependencies, and risks.

The Senior Product Manager partners closely with business and technology
stakeholders to gather, document, and refine requirements, translating complex
needs into actionable user stories and backlog items. Acting as the primary
point of coordination between stakeholders and the delivery team, this role
ensures clarity of scope, priority, and expected outcomes.

In addition, this role is responsible for communicating delivery status, roadmap
progress, and key decisions to senior leadership and stakeholders. As the
product evangelist and subject matter expert for ServiceNow ITSM, the Senior
Product Manager serves as the trusted “go to” leader
for timely, accurate updates and guidance for internal—and where applicable,
external—customers, driving adoption, transparency, and continuous improvement
across the platform.

Requirements

• Undergraduate degree in Computer Science, Marketing, Product Development, related major or equivalent experience / education
• 7+ years experience in digital products and software development lifecycle processes
• 3+ years experience in product management
• 1+ years managing efforts and workstreams via Jira.
• 1+ years of management experience (direct management of cross-function, sourced, or matrixed teams).
• 1+ years of experience with ITSM technologies

Nice To Haves

• SAFe Agile Certification or certification of a similar SDLC framework (Scrum, Kanban, Lean, etc)
• Strong Leadership, Technical, process management, negotiating, influencing and problem resolution skills
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
• Understanding of the quality assurance, risk management, and security considerations and their impact on overall technology environment

Responsibilities

• Own the roadmap for the ServiceNow platform spanning ITSM delivery
• Act as the primary product owner for ServiceNow, managing the end-to-end product lifecycle from discovery through delivery and ongoing optimization
• Partner with ITSM and stakeholders across Global Technology to identify employee needs, define use cases, and prioritize capabilities that deliver the greatest business and experience value
• Translate business, service delivery, and employee experience requirements into clear product requirements, user stories, and acceptance criteria
• Maintain and prioritize the product backlog, balancing ITSM, HR, platform, and technical enablement work
• Collaborate closely with ServiceNow developers, administrators, UX/UI designers, and integration teams to deliver high-quality product updates
• Drive persona-based and role-based experiences for different employee groups (e.g., corporate, on-property, field, deskless workers)
• Partner with security, identity, and device management teams to ensure solutions meet enterprise security, compliance, and governance standards
• Define and track success metrics such as adoption, usage, employee satisfaction, and service efficiency to measure product impact
• Lead stakeholder communication and alignment, including roadmap reviews, feature demos, and release planning across various organizations
• Support release planning, UAT, pilot programs, and phased rollouts, ensuring readiness across service delivery and support teams
• Incorporate user feedback, analytics, and operational insights to continuously improve the mobile experience and drive iterative enhancements
• Align product strategy with broader ITSM platform and employee experience initiatives to maximize the value of ServiceNow investments
• Perform other duties as appropriate

Benefits

• All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.
• Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees