Sr. Staff Inbound Product Manager, ITSM

ServiceNow•Santa Clara, CA

About The Position

The IT Service Management (ITSM) team at ServiceNow is at the heart of how organizations run their digital operations. ITSM powers the workflows that resolve incidents, manage changes, and keep business services running smoothly. We are building the future of service operations—where AI, automation, and collaboration come together to help enterprises deliver always-on, resilient digital services. Within ITSM, the Service Resilience team focuses on helping organizations anticipate, manage, and adapt to change across their digital landscape. We ensure that every change improves service reliability and accelerates business outcomes. You'll join a high impact product team that is responsible for modern change management including DevOps, Digital Product Release and Digital Portfolio management. You'll have an opportunity to innovate on everything from streamlining administrative experiences to AI features.

Requirements

Experience in leveraging or critical 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.
10+ years of software product management experience.
IPM Core: Working with scrum teams including epic/story detailing. Prioritization and road mapping.
ITSM Fundamentals: Solid grasp of ITSM such as major incident management or problem management or on-call. Particularly ServiceDesk and Fulfiller personas.
Technical fluency with platform mindset, workspace, flow designer, etc.
Enterprise customer sensitivity – experience working with large enterprises with complex customizations and high expectations.
Metrics Orientation: ability to define and track success metrics.
Strong prioritization skills and the discipline to focus on high impact activities.
Experience defining and capturing product requirements and transforming them into a product roadmap.
Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions.
Drive solution development through big-picture solution development.
Ability to serve as a team lead and coach employees at lower levels.

Responsibilities

Lead product strategy that sets us up for success as we look to grow to $10B+ in revenue
Communicate product priorities and build consensus
Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
Work with multiple teams to guide projects through development and bring high-quality products to life
Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction
Communicate complex problems into easily understood requirements and provide solutions
Develop multi-mode communications that convey a clear understanding of the needs of different audiences
Lead the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team