ServiceNow Product Manager

JLL • Chicago, CO

2d • Onsite

About The Position

JLL’s Enterprise Service Management (ESM) team is hiring a ServiceNow Product Manager to own ServiceNow as a strategic enterprise platform. The role is accountable for end-to-end product strategy and for helping transform ESM into a value-providing function. The Product Manager will manage ServiceNow as a product with a strategy and roadmap, and ensure platform investment is justified by measurable business outcomes rather than ticket volume or license spend alone.

The role owns the platform’s multi-year roadmap and backlog, license and module portfolio management, value measurement, governance, and platform-level AI and agentic capability roadmap. It requires platform product management skill, large-enterprise ITSM/ITIL expertise, hands-on experience using AI or agentic AI to modernize a ServiceNow or ITSM practice, and sound judgment in applying frameworks and evaluating vendor claims.

The position is on-site in Chicago, Illinois, or San Francisco, California. It does not provide visa sponsorship; candidates must be authorized to work in the United States without sponsorship. Expected compensation is $170,000–$205,000 per year. Applications are accepted on an ongoing basis until a candidate is identified.

Requirements

• 8+ years of product management experience, including 4+ years owning strategy and roadmap for an enterprise SaaS platform at a large, matrixed enterprise.
• Experience prioritizing a shared platform roadmap among competing business and IT stakeholders and defending trade-offs to senior leadership.
• Experience managing software licenses and consumption for an enterprise platform, including developing an ROI or value case for continued investment.
• Familiarity with ServiceNow’s product portfolio, including ITSM, CSM, ITOM/Discovery, App Engine, and Now Assist, sufficient to make informed roadmap decisions.
• 6+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practices: Incident, Problem, Change Enablement, Request Fulfillment, and Service Configuration Management.
• A demonstrable, hands-on record of using AI or agentic AI to modernize a ServiceNow or ITSM platform, beyond a pilot or proof of concept.
• Judgment in adapting platform staffing and governance frameworks to an organization’s scale, adoption stage, and risk profile rather than applying them by rote.
• Strong stakeholder management, facilitation, and executive communication skills, including experience building consensus among senior executives with competing priorities.
• Experience operating across cross-functional, multi-vendor environments in a Fortune 200-scale organization.
• ServiceNow Certified System Administrator (CSA) certification is required.
• Candidates must be authorized to work in the United States without sponsorship; visa sponsorship is not provided.

Nice To Haves

• Direct ServiceNow product or platform ownership is strongly preferred over general platform product management experience.
• ServiceNow Certified Implementation Specialist (CIS) certification in one or more relevant modules, such as ITSM or CSM, is strongly preferred.
• ITIL 4 Foundation certification is preferred.
• A recognized product management credential, such as Pragmatic Institute, Certified Scrum Product Owner, or SAFe Product Owner/Product Manager, is preferred.

Responsibilities

• Own end-to-end product strategy and the multi-year roadmap for JLL’s ServiceNow platform, deciding what gets built, extended, or retired and why.
• Translate ESM’s operating model and business demand into a prioritized platform roadmap, arbitrating competing requests.
• Define and maintain the platform product backlog, working with the Director, ITSM Platform & Automation Lead to translate roadmap priorities into engineering delivery.
• Build business cases and secure ESM leadership support for major platform investments, module additions, and multi-year initiatives.
• Manage the ServiceNow license and module portfolio, tracking consumption, utilization, and entitlements against usage to prevent under-licensing risk and shelfware spending.
• Own the platform ROI and value case; define and report business-outcome measures including adoption, self-service deflection, automation coverage, and cost avoidance.
• Partner with the CMDB Product Owner, Change Enablement Process Owner, and other ESM process owners to align roadmap decisions with data governance and change and release policy.
• Own platform governance standards for configuration, customization, and technical debt in partnership with engineering.
• Distinguish JLL’s genuine platform needs from vendor sales narratives and defend prioritization trade-offs to senior stakeholders.
• Own the platform-level roadmap for AI and agentic capabilities, including ServiceNow AI Agent Studio, AI Agent Orchestrator, and Now Assist, in partnership with the ITSM Engineering Manager and Intelligent Automation Lead.
• Evaluate AI and agentic capability claims using evidence-based judgment, distinguishing autonomous reasoning from rules-based automation.
• Ensure AI-enabled platform features have appropriate guardrails, human-in-the-loop controls, and auditability, in partnership with workflow process owners.
• Partner with stakeholders beyond core ITSM, including Corporate Systems and business functions with a stake in the platform, to account for broader platform use where applicable.
• Communicate platform strategy, roadmap, and value to ESM leadership, the ESM Steering Committee, and business stakeholders in terms of business outcomes.

Benefits

• 401(k) plan with matching company contributions
• Comprehensive medical, dental, and vision care
• Paid parental leave at 100% of salary
• Paid time off and company holidays
• Early access to earned wages through Daily Pay
• Supportive culture and comprehensive benefits package prioritizing mental, physical, and emotional health

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed