Staff Technical Product Manager - Customer Experience

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
The Digital Customer Experience (DCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies, and built on ServiceNow's intelligent platform, we deliver a seamless, personalized experience at every step of our customers' journey. The products we build power digital business for ServiceNow and can even become commercially available.
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 to some (or all) of these capabilities? Personalization, Gen AI/AI, Content Management, Headless CMS, User Management, Issue Avoidance, Self-Service, Onboarding, Mobile Applications, In-application experiences, Behavior Analytics. 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.
  • 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.
  • 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
  • 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.
  • 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.
  • Partner with microservices product teams to align priorities and roadmaps with application experience product teams.
  • Manage the delivery of digital experiences in ServiceNow CX/EX, identifying microservices dependencies for scalability.
• Launch
  • Manage product delivery from POC to ongoing releases, resolve technical issues, and meet committed timelines organization-wide.
  • Define product performance and effectiveness metrics.
  • Coordinate solutions across multiple technical teams and ensure committed product delivery timelines are achieved across the organization, including but not limited to engineering.
• Iterate
  • Frequently check product performance and iterate on features to achieve the necessary business objectives.
  • Help resolve technical blocking issues.
  • 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
Qualifications
To be successful in this role you have:

• 12 years minimum Product Manager experience required.
• Search Optimization Expertise
  • Demonstrated expertise in consolidating multiple content sources into a unified data model, thereby enhancing search optimization.
  • A track record of driving process changes for content creation, updates, and depreciation is preferred.
• SEO Proficiency
  • Familiarity and hands-on experience with content and site optimization for SEO purposes.
• Influential Leadership
  • Ability to lead and influence cross-functional teams in a matrixed environment. Ability to manage stakeholder relationships effectively, internally and externally, and communicate to diverse stakeholders.
• Proven Product Management Track Record
  • Track record of successful product management, preferably with leading SaaS companies, spanning diverse customer bases from small business owners to enterprises.
  • Background in software development, software testing, or technical consulting, including experience with the Now Platform and other ServiceNow applications.
  • Strong analytical approach, with attention to detail and excellent reporting skills.

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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.
At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.
If you 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 [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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