ServiceNow Product Manager

$139,000 - $209,000/Yr

NORC - Chicago, IL

Full-time - Mid Level

Remote - Chicago, IL

Professional, Scientific, and Technical Services

About the position

The ServiceNow Product Manager at NORC is responsible for leading and managing the development of projects on the ServiceNow platform, ensuring applications deliver maximum value. This role involves overseeing a diverse team, guiding them in optimizing the platform to align with strategic goals, and managing projects from conceptualization to deployment.

Responsibilities

• Serve as the primary owner for the ServiceNow environment including roadmap creation and platform oversight.
• Facilitate discovery workshops with stakeholders to gather business requirements and assess impacts on existing systems.
• Conduct review sessions with stakeholders to manage and communicate environmental changes.
• Define project goals and align them with business objectives and strategic vision.
• Negotiate user needs across the portfolio of work.
• Oversee development stages by leading planning and reviewing of items within the ServiceNow portfolio.
• Lead, coach, and mentor IT ServiceNow team members.
• Manage the product backlog and prioritize user needs.
• Facilitate regular retrospectives with the project team.
• Manage IT resource planning to align demand with activities.
• Oversee project budget and implementation schedule.
• Apply problem-solving techniques and conduct regular risk management activities.
• Stay updated with new ServiceNow features through training and user groups.
• Assume ownership for timely project delivery by collaborating with various stakeholders.
• Monitor ServiceNow usage and facilitate adoption.

Requirements

• Bachelor's degree
• 10 years of relevant work experience
• 5 years of ServiceNow Product Management experience in ITSM, CMDB, CSM, and HRSD
• ServiceNow Administrator and Implementor certifications are desired
• ServiceNow Product Owner certification is strongly desired
• 5 years of people and client management and/or project management experience
• 3 years of experience with Agile methods such as Scrum and SAFe
• Ability to help users with strategic vision definition and alignment
• Strong business communication skills
• Good balance between technical knowledge and business acumen
• Proven experience with system administration and development in ServiceNow
• Good knowledge of ServiceNow integrations and APIs capabilities
• Proficiency with user story definition and acceptance criteria writing
• Strong experience working remotely with business stakeholders and IT team

Benefits

• Generously subsidized health insurance, effective on the first day of employment
• Dental and vision insurance
• Defined contribution retirement program and voluntary 403(b) retirement program
• Group life insurance, long-term and short-term disability insurance
• Generous paid time off, holidays, paid parental leave, bereavement leave, tuition assistance, and Employee Assistance Program (EAP)