Senior Technical Product Manager - Workplace Service and Global Safety & Security

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
Digital Technology
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 own products to do it. Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
What you will do in this role
The world of technology is evolving rapidly, and customers now expect seamless digital experiences. As a Technical Product Manager at ServiceNow, you will be at the forefront of building the next generation of products and capabilities aimed at transforming both the customer and employee experience. If your resume showcases years of building consumer-grade experiences, and if you can discuss technical aspects of capabilities such as personalization, Gen AI/AI, content management, headless CMS, user management, issue avoidance, self-service, onboarding, mobile applications, in-application experiences, and behavior measurement, then this role could be a great fit. Even if your experience doesn't match every listed area, we encourage you to apply and explain how your skills and experience will contribute to delighting our users and scaling the company for future success.
While technical expertise and experience in building consumer-grade experiences are highly valued, this role also requires navigating cross-functional teams. You'll work closely with business stakeholders, end users, designers, architects, and engineers to drive change in a product-driven mindset.
In this role, you will be responsible for several key tasks. First, you'll focus on product strategy and roadmap, developing and communicating a clear product vision and strategy that aligns with the company's overall goals. You will create and maintain a product roadmap outlining key features, enhancements, and milestones for the product's evolution.
You will also be involved in requirement gathering and prioritization, collaborating with stakeholders to gather and prioritize product requirements. You will define user stories, use cases, and acceptance criteria to guide the development process. A deep technical understanding of the product's technology stack, architecture, and constraints will be crucial, as you'll work closely with engineering teams to ensure the feasibility of new features.
As a key member of cross-functional collaboration, you'll engage with teams such as development, UX design, quality assurance, and operations to ensure the successful delivery of the product. Effective communication and collaboration among these teams will be essential. You will oversee product development, monitor progress to ensure it stays on track, and make critical decisions to meet project goals.
Additionally, you'll establish performance metrics by setting key performance indicators (KPIs) to measure the product's success and iterating based on data insights. Finally, gathering and synthesizing customer feedback will allow you to identify opportunities for improvement, driving continuous iteration of product features to address user needs and pain points.
Qualifications
Required

• 5+ years of software product management experience
• Strong prioritization skills and the discipline to focus on high-impact activities, in a fast-paced environment
• Able to define, capture, and transform product requirements into a product roadmap.
• Assesses complex issues from multiple angles to get the complete picture, evaluates the potential consequences and implications of different options, identifies the underlying issues and root causes of problems, and incorporates new information and concepts when solving problems.
• Addresses process breakdowns with speed and thoroughness and uses process audits and benchmarks to both drive results and modify your work activities to eliminate wasted and inefficiencies.
• Demonstrates flexibility in responding to different situations, recognizes cues that suggest a change in approach or behavior is needed, adapts to changing needs, conditions, priorities, or opportunities, and monitors how well the approach is working to see if change is needed.
• Deep curiosity about customer needs, along with building customer relationships and delivering high-value solutions.
• Exceptional problem-solving and interpretative skills that deliver data-validated, hypothesis and experiment-tested outcomes.
• Experience with Agile/Scrum and the Software Development Lifecycle
• Strategic mindset: able to drive product strategy that achieves substantial customer value and business outcomes; able to make trade-offs considering what's desirable, viable, and technically feasible.

Preferred:

• Experience working with developers and designers to craft delightful customer experiences in a highly collaborative environment
• Demonstrated project management experience from previous internships, or academic or personal projects
• Experience or awareness with Agile and the Software Development Lifecycle

FD21
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 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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