ServiceNow Product Manager

JLL • Chicago, IL

1d • $170,000 - $205,000 • 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 and be accountable for its end-to-end product strategy. The role aims to help transform ESM into a value-providing function by managing ServiceNow as a product with a strategy and roadmap, and by linking platform investment to measurable business outcomes.

The Product Manager owns the platform’s multi-year roadmap, backlog, license and module portfolio, and value case. They translate business demand and ESM’s operating model into priorities, govern platform configuration and technical debt with engineering, and align roadmap choices with process owners and data governance. They also lead the platform-level roadmap for AI and agentic capabilities, evaluate vendor claims critically, and ensure adoption includes appropriate safeguards and auditability.

The role partners with ESM leadership, the ESM Steering Committee, engineering and automation leads, process owners, and stakeholders beyond core ITSM. It is an on-site position in Chicago, Illinois, or San Francisco, California. Visa sponsorship is not provided; candidates must be authorized to work in the United States without sponsorship.

Requirements

• 8+ years of product management experience, including 4+ years owning strategy and roadmap for an enterprise SaaS platform at a large, matrixed enterprise; direct ServiceNow product/platform ownership is strongly preferred over general platform-PM experience.
• Demonstrated experience prioritizing a shared platform roadmap across multiple, often competing, business and IT stakeholder groups and defending trade-offs to senior leadership.
• Experience managing enterprise software licenses and consumption, including building an ROI/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 and prioritization decisions.
• 6+ years of ITSM experience in a large, matrixed enterprise and working fluency in ITIL 4 practices, including 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 adapting industry 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 in cross-functional, multi-vendor environments in a Fortune 200-scale organization.
• ServiceNow Certified System Administrator (CSA) certification is required.
• Must be authorized to work in the United States without visa sponsorship.

Nice To Haves

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

Responsibilities

• Own end-to-end product strategy and the multi-year roadmap for JLL’s ServiceNow platform, including decisions about what to build, extend, or retire.
• Translate ESM’s operating model and business demand into a prioritized platform roadmap and arbitrate competing requests.
• Define and maintain the platform product backlog, partnering with the Director, ITSM Platform & Automation Lead to translate 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, entitlements, and usage to reduce under-licensing risk and shelfware spend.
• Own the platform ROI and value case; define and report business-outcome metrics such as adoption, self-service deflection, automation coverage, and cost avoidance.
• Coordinate with the CMDB Product Owner, Change Enablement Process Owner, and other ESM process owners to align roadmap decisions with data governance and change/release policy.
• Set platform governance standards for configuration, customization, and technical-debt discipline in partnership with engineering.
• Evaluate JLL’s platform needs critically against vendor claims and explain prioritization trade-offs to senior stakeholders.
• Own the platform-level roadmap for AI and agentic capabilities, including AI Agent Studio, AI Agent Orchestrator, and Now Assist, in partnership with engineering and automation leads.
• Assess AI and agentic vendor claims to distinguish autonomous reasoning from rules-based automation and guide investment decisions.
• Ensure AI-enabled features have appropriate guardrails, human-in-the-loop controls, and auditability in partnership with accountable process owners.
• Partner with stakeholders beyond core ITSM, including Corporate Systems and business functions, to account for broader platform uses 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