FLEX Senior Product Manager - ITSM Platforms

JOB SUMMARY 

The Senior Product Manager, ITSM Platforms is responsible for owning and driving the product backlog for the ServiceNow platform, with a primary focus on IT Service Management (ITSM) capabilities. This role serves as the product owner for ITSM solutions, ensuring that platform enhancements, features, and improvements are aligned with business priorities, operational needs, and enterprise service management strategy. 

This individual leads all agile delivery activities for the ITSM development team, including daily standups, sprint planning, backlog grooming, and retrospectives. They are accountable for capturing, prioritizing, and tracking all work and user stories in Jira, maintaining clear visibility into delivery progress, dependencies, and risks. 

The Senior Product Manager partners closely with business and technology stakeholders to gather, document, and refine requirements, translating complex needs into actionable user stories and backlog items. Acting as the primary point of coordination between stakeholders and the delivery team, this role ensures clarity of scope, priority, and expected outcomes. 

In addition, this role is responsible for communicating delivery status, roadmap progress, and key decisions to senior leadership and stakeholders. As the product evangelist and subject matter expert for ServiceNow ITSM, the Senior Product Manager serves as the trusted “go to” leader for timely, accurate updates and guidance for internal—and where applicable, external—customers, driving adoption, transparency, and continuous improvement across the platform. 

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 and software development lifecycle processes 
• 3  years experience in product management 
• 1 years managing efforts and workstreams via Jira.  
• 1 years of management experience (direct management of cross-function, sourced, or matrixed teams). 
• 1 years of experience with ITSM technologies  

 Preferred: 

• SAFe Agile Certification or certification of a similar SDLC framework (Scrum, Kanban, Lean, etc) 
• 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 platform spanning ITSM delivery  
• Act as the primary product owner for ServiceNow, managing the end-to-end product lifecycle from discovery through delivery and ongoing optimization  
• Partner with ITSM and stakeholders across Global Technology to identify employee needs, define use cases, and prioritize 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 product updates  
• 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 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 various 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 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.