{"id":3237966,"url":"https://alion.io/job/icon-product-manager-service-now","title":"Product Manager - Service Now","company":{"id":5677,"name":"ICON","domain":"iconplc.com","url":"https://alion.io/company/icon","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":81,"open_postings":46,"ghost_share":0,"stale_share":0.978,"repost_share":0,"time_to_fill_p50_days":15,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Product","role_family":"Product","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Dublin, Ireland"],"countries":["IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":121000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1365},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-31T07:25:01Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"Product Manager - Service NowICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.\nAs a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.\nAs a Product Manager at ICON for Service Now, you will guide the success of our products by developing and execute product strategies that meet market needs and align with our business goals.\nThis position is ideally based in Ireland and will be Hybrid from our Dublin office. This can be discussed on application.\nWhat You Will Do:\nProduct Strategy & Roadmap\nDevelop and maintain the ServiceNow product vision and multi-year roadmap.\nAlign platform capabilities with business strategy and organizational priorities.\nEvaluate new ServiceNow products, modules, and features to drive continuous improvement.\nEstablish product priorities based on business value, risk reduction, and operational efficiency.\nStakeholder Management\nAct as the primary relationship manager for business stakeholders and ServiceNow users.\nFacilitate workshops to gather requirements and identify process improvement opportunities.\nManage competing priorities and ensure alignment across multiple business functions.\nCommunicate roadmap progress, platform performance, and investment recommendations to senior leadership.\nPlatform Governance\nEstablish and maintain platform governance processes.\nEnsure adherence to architecture, security, compliance, and data management standards.\nManage platform demand intake, prioritization, and release planning.\nDrive standardization and minimize unnecessary customization.\nService Delivery & Operations\nOversee ServiceNow platform performance, availability, and user experience.\nWork closely with development, support, and operations teams to resolve issues and deliver enhancements.\nEnsure effective incident, problem, change, and release management processes.\nMonitor service levels and vendor performance.\nFinancial Management\nDevelop and manage the ServiceNow budget.\nMonitor licensing, subscription, implementation, and support costs.\nBuild business cases and investment proposals for platform enhancements.\nTrack return on investment and business outcomes from ServiceNow initiatives.\nVendor & Partner Management\nManage ServiceNow account relationships, implementation partners, and support providers.\nNegotiate contracts, statements of work, and renewal agreements (in consultation with the IT Vendor Management team).\nEnsure external partners deliver against agreed objectives and service levels.\nContinuous Improvement & Innovation\nIdentify opportunities to automate workflows and improve user experience.\nLeverage ServiceNow capabilities including AI, automation, self-service, and analytics.\nMeasure and improve platform adoption and customer satisfaction.\nBenchmark platform maturity against industry best practices.\nQualifications\nExperience: 3+ years of Product Management or Platform Ownership experience, specifically managing an internal enterprise SaaS environment.\nServiceNow Knowledge: Strong understanding of the ServiceNow ecosystem\nCertifications: ServiceNow Certified System Administrator (CSA) or Certified ApplicationSpecialist is highly preferred. ITIL v4 certification is a plus.\nSkills: Proven ability to say \"no\" diplomatically to stakeholders when requests conflict with platform health or best practices.\nExcellent communications skills and ability to share vision and strategy.\nExcellent stakeholder management.\nEmployment with ICON is contingent upon having the legal right to work in the country where the role is based.\nRewards & Benefits\nICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.\nBenefits may include:\nCompetitive base salary and performance related incentives\nHealth and wellbeing programmes including medical, dental, and vision coverage where applicable\nRetirement and pension plans\nLife assurance and disability coverage\nEmployee assistance programmes and wellbeing resources\nLearning and development opportunities through structured training and career pathways\nBenefits may vary depending on role and location.\nVisit our careers site to read more about the benefits ICON offers.\nInclusion and Accessibility\nICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.\nIf you require reasonable accommodations during the recruitment process, please let us know or submit a request here.\nAre you a current ICON Employee? 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