Product Manager for IT Service Management (Information Technology Executive 2)

$98,563 - $149,732/Yr

Commonwealth Of Pennsylvania

Full-time - Mid Level

Remote

Administration of Human Resource Programs

About the position

The Product Manager for IT Service Management (ITSM) will lead the management, configuration, and optimization of the ServiceNow platform to enhance IT service delivery experiences for over 80,000 employees in Pennsylvania. This role encompasses the full product lifecycle, focusing on streamlining IT processes and ensuring user-centric access to IT services. The position is crucial in the ongoing transformation of the Office of Information Technology (OIT) and requires collaboration with business and IT leadership to align the ServiceNow platform with organizational needs.

Responsibilities

• Lead the management and optimization of the ServiceNow platform.
• Oversee the full product lifecycle from ideation to implementation and continual improvement.
• Streamline IT processes to enhance usability and service delivery.
• Collaborate with business and IT leadership to understand customer needs.
• Ensure the ServiceNow platform evolves to meet IT and employee requirements.

Requirements

• Eleven years of professional information technology experience; or seven years of experience and a bachelor's degree; or an equivalent combination of experience and training.
• At least 5 years of combined product management and ServiceNow experience.
• At least 5 years of experience in a large enterprise IT environment or managing ITSM platforms across multiple business units.

Nice-to-haves

• ServiceNow certification (e.g., Certified System Administrator or Certified Implementation Specialist).
• Familiarity with emerging trends in ITSM and the ServiceNow ecosystem (e.g., AI, automation, integrations with other enterprise platforms).

Benefits

• Telework options available (3 days in office, 2 days at home).
• Full-time employment with a structured work schedule (8:00 AM to 4:30 PM, Monday - Friday).