Sr. Staff Inbound Product Manager, ITSM

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
The IT Service Management (ITSM) team at ServiceNow is at the heart of how organizations run their digital operations. ITSM powers the workflows that resolve incidents, manage changes, and keep business services running smoothly. We are building the future of service operations-where AI, automation, and collaboration come together to help enterprises deliver always-on, resilient digital services.
Within ITSM, the Service Resilience team focuses on helping organizations anticipate, manage, and adapt to change across their digital landscape. We ensure that every change improves service reliability and accelerates business outcomes. You'll join a high impact product team that is responsible for modern change management including DevOps, Digital Product Release and Digital Portfolio management. You'll have an opportunity to innovate on everything from streamlining administrative experiences to AI features.
What you get to do in this role:

• Lead product strategy that sets us up for success as we look to grow to $10B+ in revenue

• Communicate product priorities and build consensus

• Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries

• Work with multiple teams to guide projects through development and bring high-quality products to life

• Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction

• Communicate complex problems into easily understood requirements and provide solutions

• Develop multi-mode communications that convey a clear understanding of the needs of different audiences

• Lead the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team

Qualifications
To be successful in this role you have:

• Experience in leveraging or critical thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• 10+ years of software product management experience.

• IPM Core: Working with scrum teams including epic/story detailing. Prioritization and road mapping.

• ITSM Fundamentals: Solid grasp of ITSM such as major incident management or problem management or on-call. Particularly ServiceDesk and Fulfiller personas.

• Technical fluency with platform mindset, workspace, flow designer, etc.

• Enterprise customer sensitivity - experience working with large enterprises with complex customizations and high expectations.

• Metrics Orientation: ability to define and track success metrics.

• Strong prioritization skills and the discipline to focus on high impact activities.

• Experience defining and capturing product requirements and transforming them into a product roadmap.

• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions.

• Drive solution development through big-picture solution development.

• Ability to serve as a team lead and coach employees at lower levels.

For positions in this location, we offer a base pay of $190,900 - $334,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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