Staff Inbound Product Manager - ITSM

Staff Inbound Product Manager - ITSM

The IT Service Management (ITSM) team at ServiceNow is at the heart of how organizations run their digital operations. ITSM powers the workflows that resolve incidents, manage changes, and keep business services running smoothly. We are building the future of service operations—where AI, automation, and collaboration come together to help enterprises deliver always-on, resilient digital services.

Within ITSM, the Service Operations & Fulfiller Experiences team focuses on the front line of service delivery—empowering agents, resolvers, and service managers with modern workspaces, intelligent workflows, and proactive operations capabilities. You'll join a high impact product team that is responsible for incident response including major incident management, on-call & collaboration and problem management. You'll have an opportunity to innovate on everything from streamlining administrative experiences to AI features.

What you get to do in this role:

• Lead product strategy that sets us up for success as we look to grow to $10B+ in revenue
• Communicate product priorities and build consensus
• Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries
• Work with multiple teams to guide projects through development and bring high-quality products to life
• Integrate usability studies, research and market analysis into product requirements to enhance user satisfaction
• Communicate complex problems into easily understood requirements and provide solutions
• Develop multi-mode communications that convey a clear understanding of the needs of different audiences
• Lead the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8+ years of software product management experience
• IPM Core: Working with scrum teams including epic/story detailing. Prioritization and roadmapping.
• ITSM Fundamentals: Solid grasp of ITSM such as major incident management or problem management or on-call. Particularly of ServiceDesk and Fulfiller personas.
• Technical fluency with platform mindset, workspace, flow designer, etc.
• Enterprise customer sensitivity – experience working with large enterprises with complex customizations and high expectations
• Metrics Orientation: ability to define and track success metrics.
• Strong prioritization skills and the discipline to focus on high impact activities
• Experience defining and capturing product requirements and transforming them into a product roadmap
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Drive solution development through big-picture solution development
• Ability to serve as a team lead and coach employees at lower levels