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Principal Product Manager - Order Management

| San Francisco, CA | Hybrid
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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
Team
ServiceNow's Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our customers span across industries and our goal is to provide an industry foundation comprising of data model, core processes and capabilities, that can be used to build customer service workflows across industries. Our team comprises of stellar product manager who can work fast across multiple problems and find the synergies across them to build a cross-industry foundation.
Role
Our Customer Service Management product is the foundation for our industry solutions. We have aggressive launch goals for new industry products and are looking for a seasoned product manager who has domain expertise in Order Management and understands it's importance to overall customer experience . As a product manager in this role, you will be responsible for building an order management solution that can serve the needs for products and services across multiple industries. You should have deep knowledge of the lead-to-cash process and CPQ and understand the different product and pricing models - hardware, software, service, subscriptions etc. You will be the voice of the customer with engineering, design and product managers across multiple industry teams.
Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
What you get to do in this role:

  • Translate product strategy into product capabilities and manage them from concept to delivery
  • Create compelling market validated use cases & lead ideation
  • Collaborate with researchers and designers on defining and testing innovative ideas
  • Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements
  • Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
  • Create feature plans for each release, including acceptance criteria, use cases, etc.
  • Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues
  • Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
  • Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption
  • Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product's pricing and packaging
  • Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.


Qualifications
In order to be successful in this role, we need someone who has:

  • 7+ years of experience in order management software product design and development
  • Strong knowledge of e-commerce, B2C and B2B order management processes
  • Very deep understanding of quote to cash processes - including orders, assets, contracts, amendments and renewals
  • Strong understanding of different product and pricing models - hardware, software, service, subscriptions, lease, usage based etc.
  • Quote-to-cash consulting experience with focus on Telco, Financial Services, Manufacturing, Healthcare or other verticals is a plus
  • Experience working in and delivering product or services in an agile/lean environment
  • Strong user experience and design sense, with a record of building great products
  • Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap
  • Top-notch written and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle, and handling sensitive customer escalations
  • High energy, self-starter with an aptitude for learning new technologies
  • Technical aptitude to self-validate solution approaches, build logical data models, assess initial feasibility and drive discussions with architects and engineers
  • Working knowledge of modern development platforms and languages - Java, JavaScript, relational databases and SQL, AJAX, JSON, XML, SOAP, REST and associated frameworks


Additional Information
ServiceNow is an Equal Employment 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.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550 , or [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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