Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700 customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them.

Summary: The world of technology is changing faster than ever before, and customers expect seamless digital experiences. As a Technical Product Manager at ServiceNow you will be at the forefront of building the next generation of products & capabilities that will transform our customer & employee experience.

Does your resume show years of building consumer grade experiences? Can you talk in technical depth to some (or all) of these capabilities? Personalization, Gen AI/AI, Content Management, Headless CMS, User Management, Issue Avoidance, Self-Service, Onboarding, Mobile Applications, In-application experiences, Behavior Analytics. Is your experience area not listed? Apply anyway and tell us why your skills & experience will delight our users and scale us for future success.

While being technical & experienced in building consumer grade experiences is highly admired this role also comes with the need to successfully navigate cross-functional business stakeholders, end users, designers, architects & engineers to execute change in a product mindset.

Careful consideration will be given to applicants who are ServiceNow certified #RiseUp @ learning.servicenow.com

What you get to do in this role:

Own one or more suites of Application features or Application experiences that cater to a critical business function or important market segment of the business

· Manage the delivery of digital experiences that can be leveraged throughout ServiceNow CX/EX & identify any microservices dependencies required for scalable implementation

· Drive the solution design of foundational UX components that can be leveraged across the CX & EX digital ecosystem to drive consistency for a seamless user experience

· Partner with microservices product teams to define aligned priorities and roadmaps with the application experience product teams.

· Research and produce detailed technical requirements including user stories for engineering to execute against.

· Participate actively in product planning and roadmap definition.

· Proactively work with internal and external customers to acquire a deep understanding of their requirements & business needs (e.g., other PMs, architecture, operations, business development, sales, marketing & customer success teams)

· Determine technical feasibility, dependencies, and constraints of features with support from neighboring technology teams as needed.

· Define product performance and effectiveness metrics that measure and benchmark product success.

· Develop and articulate a defensible point of view based on data from primary and secondary research including direct customer engagement

· Deliver requirements in partnership with SaaS Ops, Security, Architecture, and various engineering teams, as appropriate, with an iterative, pragmatic approach to delivery.

· Ensure that product requirements incorporate effective written and more creative, visual techniques (Sequence diagrams, payload mockups etc.)

· Create data flows and functional and technical specifications as needed

· Manage the delivery of products, including PoC (Proof of Concept), internal Beta, external Beta, Public Launch, and ongoing releases.

· Ensure committed product delivery timelines are achieved across the organization including but not limited to the engineering.

· Help resolve technical blocking issues and coordinates solutions across multiple technical teams

· Effectively work with our internal product teams to ensure that our products, APIs, and user experiences can be used to enable the required use cases and scenarios across the spectrum of products.

· Own and manage user documentation for the products owned

· Stay abreast of new technology capabilities and leverages knowledge in contributing to product solutions. Recommends and plans innovative products and features.

· Develop and maintain relationships with key decision-makers across the organization.

Deliverables:

· Product definition and functional specifications for Application features, Application APIs, and Application experiences

· KPIs/metrics - Functional and Technical

· Product hypotheses and experimentation strategy

· Use cases and user stories

· Pitch presentations and shareable one-pagers

· Acceptance Criteria for products and features

· Functional documentation and adoption strategy

Qualifications

Qualifications

To be successful in this role you have:

12 years minimum Product Manager experience required

· Hands on experience with development and management of a consumer-focused digital product

· Ability to lead/influence business and technical teams in a matrixed environment

· Familiarity with SaaS and/or cloud-based solutions

· Background in software development, software testing, or technical consulting including experience with the Now Platform and other ServiceNow applications.

· Well versed in agile methodologies and tools - including Confluence, Jira, Slack - and experience working in an agile/scrum environment.

· Experience working for leading SaaS companies with a diverse customer base spanning small business owners, SMB, and enterprise

· Experience in products catering to one or more business domains

· Experience with technical delivery teams leveraging continuous delivery for launch.

· Adept at developing and delivering complex products at high velocity and with aggressive deadlines.

· Strong analytical approach, with attention to detail and excellent reporting skills.

· Ability to manage stakeholder relationships effectively, internally and externally.

· Ability to effectively communicate to diverse groups of stakeholders

· Exceptional organizational and planning skills.

#Productjobs

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

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