Technical Product Manager, Service Management Platform, Service Catalog & Request

RTX•US-OR-REMOTE, OR

6d•$132,400 - $251,600•Remote

About The Position

The ServiceNow Product Manager is responsible for the strategic ownership, evolution, and delivery of ServiceNow capabilities. This role blends product management discipline, hands-on business analysis, and delivery oversight to ensure solutions drive measurable business value, strong adoption, and scalable governance in a complex enterprise environment. This role serves as the primary bridge between business stakeholders, platform teams, developers, and vendors—owning the product lifecycle from demand intake through roadmap execution and post-release optimization. The scope for this role is to support Service Catalog & Request Fulfillment.

Requirements

A University Degree or equivalent experience and minimum 10 years prior relevant experience, including 5 years of experience as a Technical Product Manager
At least 5 years of experience with ServiceNow, preferably in Service Catalog & Request Fulfillment and other ITSM capabilities
At least 5 years of experience using Product Management best practices, including roadmap planning, prioritization, and value measurement
At least 5 years of experience performing business analysis, writing high-quality requirements, and supporting delivery teams
At least 5 years of experience working in a Scaled Agile environment, including PI Planning and sprint ceremonies
At least 5 years of experience with stakeholder management, including planning stakeholder engagement, building strong partnerships, and providing visibility and transparency
Excellent written and verbal communication skills, including the ability to appropriately summarize for a given audience, share complex ideas in way that is easily consumable, and preparing presentations that are crisp and clear
Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position. The company will not seek an export authorization for this role.

Nice To Haves

ServiceNow certifications (e.g. CSA, CIS, or domain-specific certifications)
Product Management certifications (e.g. CSPO)
Agile or Scaled Agile Framework certifications (e.g. SAFe Agilist)
Experience in large, highly regulated, or global organizations
Experience partnering with system integrators or managed service providers

Responsibilities

Own and articulate the product vision and strategy for ServiceNow solutions across the product area.
Conduct market research, internal benchmarking, and platform analysis to identify best practices, new ServiceNow capabilities, and opportunities for improvement.
Define and maintain a multi-year product roadmap aligned to enterprise priorities, regulatory requirements, and platform strategy.
Establish and enforce product governance, including intake standards, prioritization frameworks, lifecycle management, and value tracking.
Serve as the primary executive-facing owner for how the business owner deliver services through ServiceNow.
Serve as the primary executive-facing point of contact overseeing how the business delivers services through ServiceNow.
Build and sustain trusted partnerships with senior business leaders, acting as a strategic advisor rather than an order taker.
Lead strategic discovery and consultative conversations to identify opportunities for automation, standardization, risk reduction, and experience improvement.
Act as a thought partner on ServiceNow capabilities, platform strategy, and industry best practices, helping leaders make informed investment decisions.
Lead demand management and prioritization, balancing operational needs, compliance requirements, technical health, and strategic initiatives.
Partner closely with business and technology stakeholders to ensure transparent trade-offs and outcome-driven prioritization.
Define and track product success metrics, including adoption, efficiency gains, cycle time reduction, risk mitigation, and user satisfaction.
Report regularly on outcomes, risks, and value delivered to senior leadership.
Use data, insights, and analytics to continuously refine priorities and improve service delivery.
Translate product strategy into epics, features, and a prioritized product backlog.
Define feature-level functional requirements, business rules, and service design in partnership with architects and platform teams.
Lead backlog refinement to ensure stories are well-defined, estimated, sequenced, and ready for development.
Maintain clear, high-quality functional documentation to support development, testing, and ongoing operations.
Stay current on ServiceNow releases, capabilities, and roadmap relevant to enterprise business services.
Identify opportunities to simplify, standardize, retire, or modernize legacy workflows and customizations.
Promote employee-centered, intuitive design and consistent user experiences.
Ensure solutions align to platform standards, architectural principles, and long-term scalability.
Perform hands-on business analysis, translating business needs into story-level functional and technical requirements with clear acceptance criteria.
Partner with developers throughout story development, providing clarification and iterative solution design support.
Lead or coordinate functional testing, test case management, and defect resolution.
Coordinate and support User Acceptance Testing (UAT) with business stakeholders.
Oversee story implementation, release readiness, and post-deployment validation.
Provide lightweight project oversight, managing risks, dependencies, timelines, and cross-team coordination.