Senior ServiceNow Product Manager

Job Summary  – Senior ServiceNow Product Manager

• Own and drive product strategy, multi-year roadmap, and outcomes for assigned ServiceNow domains (e.g., ITSM, ITOM, ITAM, CMDB, HRSD, CSM, GRC)
• Lead strategic service architecture and service catalog design to ensure services are consistently structured, clearly defined, and aligned with business and technology strategies

• Govern the service architecture, taxonomy, and catalog, ensuring alignment with CMDB integrity, data quality, and reporting requirements

• Act as the primary product authority and liaison for business leaders and technology partners

• Lead stakeholder discovery, intake, prioritization, and transparent communication around ServiceNow product enhancements and initiatives

• Maintain expert-level knowledge of ServiceNow platform features, data models, CMDB concepts, workflows, and integrations

• Define and enforce CMDB governance, service resiliency boundaries, and data quality standards in collaboration with architecture and infrastructure teams

• Guide engineering and delivery teams to maximize out-of-the-box capabilities, enforce standard usage patterns, and ensure platform stability and performance

• Own end-to-end product backlog management, intake process, and value-based prioritization for assigned domains

• Define and track key product metrics (KPIs) such as adoption, cycle time, data quality, user satisfaction, and operational efficiency

• Balance new feature demand with platform sustainability, reduction of technical debt, and operational improvements

• Make informed product decisions on configuration vs. customization, technical tradeoffs, and risk controls

• Ensure all solutions adhere to enterprise principles for stability, upgrade readiness, and data integrity

• Communicate complex ideas clearly to both technical and executive audiences

• 10+ years of ServiceNow experience in product, functional lead, or platform ownership roles

• ServiceNow Technical Architect certification

• Experience implementing ServiceNow AI capabilities and Greenfield environments

• Strong knowledge of enterprise-scale ServiceNow usage: workflows, forms, data models, CMDB, integrations, reporting, dashboards, and core modules (ITSM, ITOM, ITAM, HRSD, CSM, GRC)
• Proven ability to manage multiple stakeholder groups and prioritize based on value and risk

• Outstanding communication and problem-solving skills