Director, ServiceNow Product Manager l Multiple Locations

$146,000 - $146,000/Yr

FTI Consulting - Washington, DC

Full-time - Senior

Washington, DC

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The ServiceNow Product Manager role at FTI Consulting is a pivotal position within the Corporate Information Technology Group, responsible for leading the deployment and ongoing development of the ServiceNow platform. This role requires a deep understanding of the NOW platform and its applications, aligning with the firm's IT strategy to enhance service delivery functions across various operations. The position involves managing a team, overseeing project timelines, and ensuring the platform's governance and compliance while driving efficiency and automation in back-office processes.

Responsibilities

• Lead and influence a team to develop solutions using the NOW platform.
• Provide thought leadership and expertise into the NOW platform capabilities and product roadmap.
• Identify opportunities for streamlining and efficiency using the NOW platform across Core Operations teams.
• Act as the design authority for cross-functional automation workflows to improve back office efficiencies.
• Create and manage the overall roadmap for enterprise platform consumption.
• Oversee the ServiceNow instances and manage escalations.
• Preside over the technical governance board and ensure alignment with platform design strategy.
• Manage project timelines and delivery in collaboration with project managers.
• Enhance and revise workflow processes based on stakeholder needs and environmental changes.
• Configure and enhance core applications including ITSM, Finance Service Management, and others.
• Monitor health, usage, security posture, and compliance of the NOW platform.
• Create, execute, track, and measure projects effectively.

Requirements

• 4-year computer science degree or equivalent relevant job experience.
• 8+ years of experience managing, architecting, and developing solutions using the NOW platform.
• ServiceNow Admin Certified.
• Certified Implementation Specialist in at least one discipline (ITSM, HRSD, CSM, etc.).
• ITIL V3/V4 Certified.
• Authorized to work in the United States on a full-time basis.

Nice-to-haves

• Certified Technical Architecture (CTA).
• Experience in requirements engineering and documentation.
• Thought leadership in orchestration and automation across various system topologies with ServiceNow.
• Business Process Analysis experience using tools like UML-GAP Analysis.
• Experience across the full project lifecycle in both waterfall and agile methodologies.
• Excellent influencing and negotiation skills.
• Good working knowledge of ITIL framework and best practices using ServiceNow.
• Experience with test-driven development and automated testing frameworks.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Paid holidays
• Paid parental leave
• Paid time off