Staff Inbound Product Manager

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
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing, and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our products to do it. Ultimately, we strive to improve the world for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
Summary: The world of technology is changing faster than ever before, and customers expect seamless digital experiences. As a Technical Product Manager at ServiceNow, you will be at the forefront of building the next generation of products & capabilities that will transform our customer & employee experience.
Does your resume show years of building consumer-grade experiences? Can you talk in technical depth about some (or all) of these capabilities? Personalization, Gen AI/AI, Content Management, Customer Service Management, User Management, Issue Avoidance, Self-Service, Integrations, Regulated Markets. Is your experience area not listed? Apply anyway and tell us why your skills & experience will delight our users and scale us for future success.
While being technical & experienced in building consumer-grade experiences is highly admired, this role also comes with the need to successfully navigate cross-functional business stakeholders, end users, designers, architects & engineers to execute change in a product mindset.
Careful consideration will be given to applicants who are ServiceNow certified #RiseUp @ learning.servicenow.com
What you get to do in this role:
Discover
Take ownership of critical business functions or market segment features and experiences.
o Engage with internal stakeholders (such as other PMs, architecture, operations, business development, sales, marketing, and customer success teams) and customers to understand requirements and business needs.
o Collaborate with the UX team to create solution variants and conduct user research, market research, and competitive analysis to create a best-in-class solution on the ServiceNow platform.
Build
o Determine technical feasibility, dependencies, and constraints of features with support from neighboring technology teams as needed. Define technical requirements and work with engineering on scope.
o Effectively work with our internal product teams to ensure that our products, APIs, and user experiences can be used to enable the required use cases and scenarios across the spectrum of products.
o Partner with microservices product teams to align priorities and roadmaps with application experience product teams.
o Manage the delivery of digital experiences in ServiceNow CX/EX, identifying microservices dependencies for scalability.
Launch
o Manage product delivery from POC to ongoing releases, resolve technical issues, and meet committed timelines organization-wide.
o Define product performance and effectiveness metrics.
o Coordinate solutions across multiple technical teams and ensure committed product delivery timelines are achieved across the organization, including but not limited to engineering.
Iterate
o Frequently check product performance and iterate on features to achieve the necessary business objectives.
o Help resolve technical blocking issues.
o Develop and maintain relationships with key decision-makers across the organization.
Deliverables
• Product definition and functional specifications for Application features, Application APIs, and Application experiences
• KPIs/metrics - Functional and Technical
• Product hypotheses and experimentation strategy
• Use cases and user stories.
• Pitch presentations and shareable one-pagers
• Acceptance Criteria for products and features
• Functional documentation and adoption strategy
Qualifications
To be successful in this role you have:
• 8+ years of experience as a Product Manager, Product Owner, Consultant or technical Product Analyst in a commercial software product company
• Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world-class customer experiences
• Strong decision making based on data and business benefit to determine the best investments for the future
• Continuous crafting and refining of a compelling strategic vision and roadmap (always questioning the status quo); with the ability to build excitement and consensus
• Experience working with development teams in an Safe Agile environment across vast geographies
• High energy, self-starter with an aptitude for learning new technologies and ability to promote transformational change
• Must enjoy working in a highly collaborative environment
• Experience creating digital experiences in either CSM, CRM, or HCM
• Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars
• Thrives in ambiguity with a proven track record of out of the box problem solving skills
• Demonstrates leadership by taking initiative and handling tasks that may not always be part of their role to ensure the work is completed
• Demonstrated ability to have successfully completed multiple, complex technical projects
• Prior history working with the ServiceNow platform a major plus
• Knowledge of Machine Learning algorithms, AI and chatbot technologies a major plus
• Strong written and verbal communication/presentation skills
This position is not eligible for employer-based sponsorship.
#Productjobs
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We lead with flexibility and trust in our distributed world of work. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
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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