SERVICENOW TECHNICAL PRODUCT MANAGER

Employee Experience & ITSM Platform Delivery

Position Overview

We are seeking a hands-on ServiceNow Technical Product Manager to lead the strategy, modernization, and delivery of enterprise ServiceNow capabilities within a regulated banking environment. This person will translate business needs into scalable platform solutions, own the product backlog and roadmap, and partner with developers, architects, operations, and experience teams from discovery through release and adoption. The ideal candidate combines strong product ownership with practical ServiceNow platform knowledge across employee self-service, ITSM, request management, knowledge, portals, virtual agent, and service operations.

What You’ll Own

Own the vision, roadmap, backlog, and delivery priorities for ServiceNow employee experience and ITSM capabilities.

Lead modernization of Request Management and the Service Catalog, including intake, workflow redesign, catalog item standards, automation, and lifecycle governance.

Drive implementation and adoption of Employee Center Pro, Virtual Agent, Walk-Up Experience, and Service Operations Workspace capabilities.

Translate business use cases into epics, features, user stories, technical requirements, process flows, and measurable acceptance criteria.

Partner with ServiceNow developers and architects on solution design, configuration decisions, integrations, customizations, and alignment to out-of-box platform capabilities.

Lead Knowledge Management strategy and migration activities, including taxonomy, content standards, search optimization, governance, lifecycle management, and KCS adoption.

Support Incident, Problem, Change, Case, and Task Management improvements and ensure dependencies across ITSM workflows are understood and managed.

Facilitate discovery workshops, backlog refinement, sprint planning, product demonstrations, release readiness, user acceptance testing, and post-launch hypercare.

Use platform analytics, search data, adoption metrics, and stakeholder feedback to identify gaps and prioritize continuous improvements.

Coordinate cross-functional stakeholders and vendors while driving change management, communications, training, and enterprise adoption.

Ensure solutions meet banking expectations for security, compliance, accessibility, data integrity, maintainability, and platform governance.

Required Qualifications

5+ years of ServiceNow product ownership, product management, business analysis, platform delivery, or closely related experience in a complex enterprise environment.

Demonstrated experience owning product roadmaps, prioritizing backlogs, writing user stories, defining acceptance criteria, and delivering through Agile/Scrum teams.

Strong functional and technical knowledge of ServiceNow ITSM and employee experience capabilities, including several of the following: Request Management, Service Catalog, Knowledge Management, Incident, Problem, Change, Employee Center/Employee Center Pro, Virtual Agent, Walk-Up Experience, or Service Operations Workspace.

Experience partnering directly with ServiceNow developers and architects to evaluate technical approaches, integrations, platform configuration, customization, and upgrade-safe design.

Experience leading requirements workshops, process redesign, UAT, release planning, stakeholder demonstrations, and adoption activities.

Ability to establish governance, standards, and lifecycle processes across catalog, knowledge, portal, or service management capabilities.

Strong communication skills with the ability to work effectively across business, technology, operations, risk, and executive stakeholder groups.

Availability to work on-site in either Phoenix, Arizona, or the Dallas–Fort Worth, Texas area.

Preferred Qualifications

ServiceNow experience in banking, financial services, or another highly regulated enterprise.

Experience with ServiceNow HRSD, CSM, AI-enabled search, generative AI, or conversational self-service.

Working knowledge of ServiceNow integrations with tools such as Azure DevOps, identity platforms, or enterprise content systems.

ServiceNow Certified System Administrator, Certified Implementation Specialist, Certified Application Developer, Product Owner, Scrum, or ITIL certification.

Experience using analytics and operational KPIs to improve self-service, search relevance, first-contact resolution, cycle time, and customer or employee satisfaction.

Success in This Role

A clear, value-based roadmap and healthy backlog aligned to business and platform strategy.

Faster delivery of well-governed catalog items and automated request workflows.

Higher employee adoption of self-service, knowledge, portal, and virtual agent experiences.

Improved search relevance, case deflection, resolution time, and stakeholder satisfaction.

Reliable releases with strong UAT coverage, adoption planning, documentation, and measurable outcomes.

Working Relationship

This role partners across ServiceNow engineering, architecture, IT service management, employee experience, operations, security, risk/compliance, and business process teams. It is best suited for a product leader who can move comfortably between strategy, detailed requirements, delivery, testing, and change adoption.