Staff Inbound Product Manager, IT Service Management

ServiceNow•Santa Clara, CA

13d

About The Position

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.

Requirements

Experience in leveraging or critically 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.
8+ years of software product management experience
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

Responsibilities

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.