What are the responsibilities and job description for the FLEX Senior Product Manager, ITSM Platforms Mobile Experience position at Marriott International, Inc?
JOB SUMMARY
The Senior Product Manager, ITSM Platforms Mobile Experience is responsible for defining, delivering, and continuously improving an internal, employee facing mobile application for iOS and Android built on the ServiceNow platform, supporting both IT Service Management (ITSM) and HR Service Delivery functions.
This role owns the end-to-end product lifecycle for the mobile employee experience—from product vision and strategy through delivery, adoption, and ongoing optimization—ensuring the solution provides a unified, intuitive, and secure way for employees to engage with IT and HR services anytime, anywhere.
As the product owner for the ServiceNow-based mobile application, this role is accountable for establishing a clear product vision and roadmap that aligns with enterprise ITSM and HR service strategies, ServiceNow platform standards, and organizational governance. The Senior Product Manager partners closely with ServiceNow platform teams, HR product owners, engineering, UX/UI, security, and service delivery stakeholders to ensure seamless integration across IT and HR workflows, including requests, incidents, approvals, knowledge, notifications, and employee support interactions.
Operating at the intersection of technology, employee experience, and service operations, the Senior Product Manager drives value by enabling mobile-first access to critical employee services through ServiceNow’s mobile capabilities. This includes delivering role-based and persona-driven experiences that support desk-based associates, on-property and field employees, and corporate teams, while reducing friction and improving accessibility to both IT and HR services.
The role applies strong product management discipline and agile delivery practices to guide cross-functional teams, manage dependencies across ITSM and HR domains, and deliver high quality, scalable ServiceNow mobile solutions in a complex enterprise environment. Success is measured through adoption, employee satisfaction, service efficiency, and the ability to continuously evolve the mobile experience to meet changing business and workforce needs.
Key aspects of the role include:
- Ownership of the ServiceNow employee mobile product vision and roadmap, spanning ITSM and HR service capabilities
- Leadership of discovery, requirements definition, and prioritization across IT and HR stakeholders to ensure mobile features address real employee needs
- Close collaboration with ServiceNow administrators, developers, HR service owners, and integration teams to deliver secure, performant, and compliant mobile experiences
- Measurement of adoption, usage, and feedback to drive continuous improvement and maximize the value of ServiceNow investments
This role requires a blend of strategic thinking, hands-on ServiceNow product leadership, and strong cross-functional influence, with a clear focus on delivering a modern, unified mobile experience that enhances how employees interact with IT and HR services across the enterprise.
CANDIDATE PROFILE
Education and Experience
Required:
- Undergraduate degree in Computer Science, Marketing, Product Development, related major or equivalent experience / education
- 7 years experience in digital products
- 3 years experience in product management
- 1 years delivering purpose built mobile experiences to multi-thousand users
- 1 years managing efforts and workstreams via Jira.
- 1 years of management experience (direct management of cross-function, sourced, or matrixed teams).
Preferred:
- ServiceNow Mobile Application Development
- Mobile Device Management Platforms (specifically Microsoft Intune)
- iOS and Android mobile app ecosystem development
- Strong Leadership, Technical, process management, negotiating, influencing and problem resolution skills
- Proven ability to effectively prioritize and execute tasks in a high-pressure environment
- Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
- Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment
- Understanding of the quality assurance, risk management, and security considerations and their impact on overall technology environment
CORE WORK ACTIVITIES
- Own the roadmap for the ServiceNow based employee mobile application spanning ITSM and HR service delivery
- Act as the primary product owner for the mobile experience, managing the end-to-end product lifecycle from discovery through delivery and ongoing optimization
- Partner with ITSM and HR stakeholders to identify employee needs, define use cases, and prioritize mobile capabilities that deliver the greatest business and experience value
- Translate business, service delivery, and employee experience requirements into clear product requirements, user stories, and acceptance criteria
- Maintain and prioritize the product backlog, balancing ITSM, HR, platform, and technical enablement work
- Collaborate closely with ServiceNow developers, administrators, UX/UI designers, and integration teams to deliver high-quality iOS and Android mobile experiences
- Ensure seamless integration of mobile capabilities with ServiceNow ITSM, HR Service Delivery (HRSD), knowledge, approvals, notifications, and self-service workflows
- Drive persona-based and role-based experiences for different employee groups (e.g., corporate, on-property, field, deskless workers)
- Partner with security, identity, and device management teams to ensure mobile solutions meet enterprise security, compliance, and governance standards
- Define and track success metrics such as adoption, usage, employee satisfaction, and service efficiency to measure product impact
- Lead stakeholder communication and alignment, including roadmap reviews, feature demos, and release planning across IT and HR organizations
- Support release planning, UAT, pilot programs, and phased rollouts, ensuring readiness across service delivery and support teams
- Incorporate user feedback, analytics, and operational insights to continuously improve the mobile experience and drive iterative enhancements
- Align mobile product strategy with broader ITSM platform and employee experience initiatives to maximize the value of ServiceNow investments
- Perform other duties as appropriate
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.