ServiceNow Product Manager

The ServiceNow Product Manager is accountable for the ServiceNow Platform. They support the creation of the overall roadmap and shapes demand for enterprise platform consumption. Responsible for ServiceNow Platform, Product team and all associated Third Parties, ensuring alignment with the business strategy, roadmap, and platform governance policies. Has sole ownership and oversight of the ServiceNow instance(s), and any associated escalations. Maximizes value by identifying additional business outcomes the platform allows, and presides over the technical governance board, as well as being involved in all architectural and process governance components. Responsible for the platform UX & UI design and configuration decisions to ensure a seamless user experience that aligns with the platform design strategy including Security regulations and compliance.

Role Purpose and Accountabilities

Product Management

• The Product Manager drives the vision, strategy, and roadmap for the ServiceNow Platform and associated Products in consultation with the Global Head of Service Management and in coordination with the TD & S leadership team.
• Ensures adoption of ServiceNow as the core IT Service Management (ITSM) and Customer Service Management (CSM) tool globally.
• Aligns ServiceNow products with the overall IT Enterprise Architecture and IT Security standards and policies.
• Leads the ServiceNow product Change Management activities working with the TD & S Change Manager.
• Develops and prioritizes functional requirements for new or revised features or enhancements.
• Prioritizes features and enhancements based on business value, impact, and dependencies, ensuring optimal resource allocation.
• Serves as the product owner for ServiceNow product or product features from evaluating the preview to rolling it out to the users worldwide. Make key decisions on priorities and design and work to ensure that all stakeholders are aligned.
• Develops a thorough understanding of the ServiceNow suite of applications/modules and their capabilities and stays abreast of product evolution.
• Understands both the IT and business side of ServiceNow and is responsible for representing the end-user’s needs.
• Oversees, when appropriate, the design or re-engineering of business processes to align with the ServiceNow global ITIL process standards, i.e. Incident, Request, Problem, Change, etc.
• Develops a thorough understanding of Forvis Mazars’ business processes with an eye to applying ServiceNow to solve IT & business challenges.
• Recommends strategies to streamline systems for effectiveness and efficiency, considering client needs, team dynamics, and division and corporate mission.
• Stay up to date with the latest ServiceNow platform features, best practices, and industry trends.
• Identify opportunities for process improvement, self-service, automation, and innovation within the ServiceNow ecosystem, driving continuous enhancement of platform capabilities.
• Engage with ServiceNow implementation teams to leverage their expertise, resolve technical issues, and explore innovative solutions that align with organizational needs.

Operational Management

• The Product Manager is responsible for the operational availability of the ServiceNow platform and all associated products. They ensure all aspects of the associated solutions are sustained and leads the team to an optimum balance between user support, change and technical project management.
• Supervises the development of Product Team members using job aids and training courses.
• Leads and manages UAT and deployment activities.
• Leads and manages Third Party Suppliers to ensure timely deliverables within budget and scope.
• Develops Product & Service requirements, negotiates scope and manages Third Party Contractual agreements.
• Ensures appropriate contributors of his team are involved and engaged to achieve product delivery and maintenance.
• Acts as a bridge between business stakeholders, development teams, and other relevant parties, ensuring clear communication and understanding of requirements.
• Conducts regular meetings, presentations, and status updates to keep stakeholders informed about the Global ServiceNow Platform, ServiceNow project progress, challenges, and future plans.
• Leads software market research including RFI/RFP development, cost benefit analysis, and selection process.
• Collaborate with QA teams to define acceptance criteria for user stories and features.
• Ensures the Product Teams reviews and validates test cases during User Acceptance Testing, ensuring that the developed solutions meet the specified requirements and quality standards.
• Proactively identify risks related to the ServiceNow implementation and work and lead the Product teams to develop mitigation strategies.
• Support the Product Team to address and resolve issues, roadblocks, and conflicts that may arise during the development process, ensuring smooth progress of the projects.
• Champions global collaboration and knowledge sharing best practices.
• Responsible for the ServiceNow Product budget definition and management, resources allocation and planning within their scope to ensure product deployment, evolution, and maintenance.
• Acts as authority for ServiceNow collaboration products within the demand management and the architecture boards.
• Responsible for the definition and maintenance of the internal processes of the Product team and collaborates with their peers to define and maintain the internal processes of the ServiceNow Product scope.
• Responsible of the implementation of operational and support standards, policies and procedures and ensures their compliance to Forvis Mazars standards.

Team Management

• The Product Manager leads and empowers a product team composed of ServiceNow developers and administrators, charged with the development, configuration, implementation, and maintenance of the ServiceNow platform and all associated products.
• Provides visionary leadership for the team, defining direction and mobilizing effort to deliver products and support to users according to the Product roadmap and planning.
• Proactively improves technical capabilities of the team through training, workshops, and collaboration through specialist product conferences.
• Manages all internal and external product resources including recruitment, supervision, rostering, development, performance evaluation, and disciplinary actions where required.
• Empowers the teams to take ownership of the delivery of projects and services and seeks to remove obstacles to the achievement of these goals.

Experience and Knowledge

• 8+ years of Product portfolio or IT program management experience with a proven history of on time/on budget delivery including definition of success & delivery measures.
• 5+ years of business management/leadership experience, including direct supervisory, mentoring/developing technical professionals and budget management.
• 5+ years ServiceNow Product management experience encompassing Service Management principles and ITIL processes.
• Excellent English written and verbal communication skills is mandatory for this role, including proven executive presentation creation and delivery skills.
• Technical proficiency in Service Solution design including process re-engineering capabilities.
• Agile service management experience in running feature teams with Kanban, SCRUM, or other Agile methodology. Experience in best practices for iterative service release and communications.
• Industry experience in IT, Tax, Accounting, Audit, Financial or Consulting Services would be advantageous but not essential.
• Skills & Experience required in the following:
• ServiceNow: Architecture, ITSM, CSDM, CSM, Asset Management, PPM, Now Intelligence, Business Applications, SPM, CPG, HAM, SAM
• Java – at least 5 years
• Proven Certifications in five or more of the following will be advantageous:
• ServiceNow Certified Implementation Specialist – Cloud Provisioning and Governance
• ServiceNow Certified Implementation Specialist – Risk and compliance
• ServiceNow Certified Application Specialist – Performance Analytics
• ServiceNow Certified Implementation Specialist – Discovery
• ServiceNow Certified Implementation Specialist – Service Provider
• ServiceNow Certified Implementation Specialist – Hardware Asset Management
• ServiceNow Certified Implementation Specialist – Event Management
• ServiceNow Certified Implementation Specialist – Service Mapping
• ServiceNow Certified Master Architect
• ServiceNow Certified Implementation Specialist – SAM
• ServiceNow Certified Implementation Specialist – SIR
• ServiceNow Certified Implementation Specialist – VRI
• ServiceNow Certified Implementation Specialist – VRM
• ServiceNow Certified Implementation Specialist – FSM
• ServiceNow Certified Implementation Specialist – PPM
• ServiceNow Certified Implementation Specialist – CSM
• ServiceNow Suite Certification – CSM Professional
• ServiceNow Suite Certification – HR Professional
• ServiceNow Suite Certification – HR Enterprise
• ServiceNow Certified Implementation Specialist – APM
• ServiceNow Certified Implementation Specialist – HR
• ServiceNow Suite Certification Professional – ITSM
• ServiceNow Certified Application Developer
• ServiceNow Certified Implementation Specialist – ITSM
• Information Technology Infrastructure Library (ITIL) – 2016
• ServiceNow Micro-Certifications: Virtual Agent, Agent Intelligence, HR integrations, Asset Management, Enterprise Onboarding and Transitions, Performance Analytics, Application Portfolio Management, Platform Subscription Model, Agile and Test Management Implementation, Service Portal, Flow Designer, CSM integration with Service Management for Implementer, Automated Test Framework, Integration Hub, CMDB Configuration and CMDB Health.
• ServiceNow System Administrator (Vancouver, Washington).