Senior Staff Outbound Product Manager - ITSM

The Team:

ServiceNow’s IT Service Management (ITSM) Business Unit creates products and solutions that enable organizations to modernize, automate, and accelerate their IT workflows and practices.  Our vision for ITSM is to be the leading intelligent service management platform that helps our customer deliver great employee experiences, enhance fulfiller productivity and increase business agility and service resilience while reducing costs.

Our product teams are organized into PoDs where Outbound and Inbound PMs work closely with our Product Success, Expert Services, Product Marketing, Research, Design and Engineering in a truly cross-functional team.  We are looking for a Senior Staff Outbound Product Manager for our Employee Experience PoD.

Your Mission:

As a Senior Staff Outbound Product Manager, your strategic insights will not only shape our product's trajectory but also empower our sales teams and captivate our customers. You will stand at the vanguard, articulating the voice of the customer and steering our product evolution with compelling narratives and active engagement.

This is your chance to influence the crafting of features and experiences that define our next-generation IT and mobile offerings. Your technical savvy, empathy for customers, and substantial experience with the ServiceNow platform will be critical as you collaborate intimately with sales, solution consulting, and engineering teams, concentrating on ServiceNow functionalities to heighten our customers' connection to their digital environment.

Your Responsibilities:

• Strategic Influence: Shape our product roadmap with insights from sales and customer interactions.
• Sales and Marketing Alliance: Equip sales teams with insights and materials, and champion our product suite through direct engagement and industry events.
• Customer-Centric Vision: Channel the customer's voice into product development for maximum impact and alignment with user needs.
• Market Insight: Investigate market trends to inform product strategies, using tools to enhance sales and product usability.
• Education and Advocacy: Cultivate educational programs to encourage product adoption and highlight customer success stories.

Your Growth Path:

• Continuous Evolution: Receive ongoing training and support to keep pace with product features and market dynamics.
• Impactful Analytics: Utilize data to shape product direction, remaining closely connected with customer feedback.
• Relentless Innovation: Partner with customers and stakeholders in co-development efforts to refine product requirements.
• Team Victory: Foster a culture of success and collaboration, playing a key role in aligning cross-functional teams.

Your Qualifications:

• Experience: You bring 8+ years as a Product Manager, Product Owner, Consultant, or Analyst within a software product company. MBA or Master’s degree preferred.
• Customer Engagement: You have a history in a B2B client-facing role, preferably using the ServiceNow platform to achieve customer success.
• ITSM Expertise: You possess a deep understanding of IT Service Management and the agility to master new technical concepts.
• Digital Employee Experience:  You are familiar with the Digital Employee Experience market and tools, and the challenges of creating a digital-first culture.
• AI Expertise: You have a solid understanding of AI, and well-versed in GenAI, and LLM.
• Strategic Decision-Making: You excel in balancing the possible with the desirable, taking into account technical feasibility and strategic goals.
• Communication Excellence: You're skilled in presenting to large audiences and engaging with customers on an individual basis.
• Adaptability and Learning: You think strategically, learn quickly, and communicate impactfully.
• Collaborative Spirit: You enjoy and excel in a highly collaborative environment.

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!

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. 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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