Servicenow Product Manager

About the Role:

Grade Level (for internal use):

Senior Product Manager - ServiceNow (HRSD, Service Catalog, ITSM, Platform & Integrations)

The Opportunity

The Service Enablement team delivers the products and platforms that raise the quality of service delivery across the entire organization. At the heart of this ecosystem sits ServiceNow - powering HR Service Delivery, Service Catalog, IT Service Management, and the platform integrations that connect them into one seamless employee experience.

As a Senior Product Manager for the ServiceNow platform, you'll own the product direction for a mission-critical enterprise ecosystem used across every division. This is a role for someone who wants to advance as an enterprise product leader while shaping how thousands of employees request, receive, and experience services every day - and embedding AI-driven capabilities at the core of that experience.

What's in It for You

• Own a flagship enterprise platform - drive the vision, strategy, and roadmap for ServiceNow HRSD, Service Catalog, ITSM, and Platform & Integrations end to end.
• Spearhead AI-powered service delivery - bring Now Assist, generative AI, virtual agents, and intelligent workflows into products that ship to a global user base.
• Shape strategy, not just execute it - with the autonomy to define what great service delivery looks like across the organization.
• Grow into enterprise product leadership by mentoring PMs, influencing senior stakeholders, and driving transformative, cross-divisional initiatives.

What You'll Do

Product Leadership & Strategy

• Define, own, and communicate the product vision, strategy, and roadmap for ServiceNow HRSD, Service Catalog, ITSM, and Platform & Integrations - aligned to business goals and customer needs.
• Prioritize features, enhancements, and platform upgrades based on customer impact, business value, and strategic alignment.
• Own the ServiceNow release and upgrade strategy, balancing new capability adoption with platform stability and governance.
• Guide cross-functional teams - platform engineering, developers, architects, and business process owners - in delivering scalable, high-impact solutions.

HRSD, Service Catalog & ITSM Product Ownership

• Drive the HR Service Delivery roadmap - case and knowledge management, Employee Center, lifecycle events, and journeys - to deliver a consumer-grade employee experience.
• Own the enterprise Service Catalog strategy: catalog governance, item design standards, request fulfillment workflows, and continuous rationalization of the catalog portfolio.
• Lead the ITSM product line - incident, problem, change, request, and CMDB-adjacent processes - driving process maturity, automation, and SLA performance.
• Champion a unified portal and self-service experience that reduces ticket volume and improves deflection through knowledge and automation.

Platform, Integrations & AI

• Define the platform and integration strategy - IntegrationHub, APIs, MID Servers, and connections to enterprise systems (HCM, ERP, identity, collaboration tools) - ensuring secure, scalable, well-governed data flows.
• Identify opportunities to apply generative and agentic AI - Now Assist, Virtual Agent, predictive intelligence, and intelligent workflows - to streamline operations and boost user productivity.
• Evaluate and integrate cutting-edge capabilities such as LLMs, autonomous agents, and AI-driven decision frameworks into the ServiceNow ecosystem.
• Establish platform governance standards - instance strategy, technical debt management, scoped app vs. global development, and citizen development guardrails.

Customer & Market Insight

• Develop a deep understanding of employee, HR, IT, and service-desk personas and pain points to drive effective product design.
• Conduct market research and competitive analysis across service management platforms to ensure clear product differentiation and inform build-vs-configure decisions.
• Analyze usage data, deflection rates, CSAT, and customer feedback to continuously optimize features and outcomes.

Execution & Delivery

• Lead agile delivery - sprint planning, backlog grooming, and retrospectives - ensuring timely, high-quality releases across multiple ServiceNow workstreams.
• Define and track KPIs and product OKRs - adoption, self-service deflection, mean time to resolution, catalog fulfillment SLAs, and user satisfaction.
• Collaborate with enterprise stakeholders - HR, IT, Security, and divisional leaders - to maintain alignment throughout the product lifecycle.
• Manage vendor relationships with ServiceNow and implementation partners, including licensing strategy and roadmap alignment.

Team Leadership & Enablement

• Mentor and develop a high-performing team of product managers and product owners, sharing learnings across the organization.
• Foster a culture of innovation, accountability, and customer-centric thinking.
• Champion adoption through training, documentation, communication campaigns, and hands-on support for internal teams and customers.

What You'll Bring

• 8+ years in product management or similar roles, with a proven track record managing enterprise platforms - including significant hands-on ServiceNow product ownership.
• Deep functional knowledge of ServiceNow HRSD, Service Catalog, and ITSM modules, including workflows, catalog design, case management, and Employee Center.
• Experience defining and delivering platform and integration strategies - IntegrationHub, REST/SOAP APIs, and enterprise system integrations (HCM, ERP, IAM, collaboration platforms).
• Hands-on experience with Agentic or Generative AI - including Now Assist, virtual agents, intelligent workflows, and AI-driven decision-making in enterprise systems.
• Strong command of agile principles, with proven experience leading agile teams and delivering roadmaps that align to business goals.
• Excellent communication, leadership, and stakeholder-management skills across all levels of the organization.
• Strong analytical skills and a genuine data-driven approach to decisions.
• Experience thriving in a fast-paced, collaborative, cross-functional environment.
• Bachelor's or Master's degree in Business, Computer Science, Engineering, or a related field.

Preferred Qualifications

• ServiceNow certifications - CSA (Certified System Administrator), CIS-HR, CIS-ITSM, or Certified Application Developer.
• SAFe or other scaled-agile certification.
• Experience with ServiceNow People Service, Catalogue Service, Employee Center Pro, and Now Assist products.
• Experience with adjacent service-management and AI platforms such as Jira Service Management, Moveworks, Aisera, or Confluence.
• Familiarity with AI frameworks and tools such as OpenAI, LangChain, or AutoGPT.
• Experience with ITIL practices and process design (ITIL v4 certification a plus).

Behavioural Competencies

• Vision Ownership - you articulate product strategy clearly and earn buy-in from senior leaders and peers.
• Thought Leadership - you bring deep ServiceNow and service-management domain expertise and forward-thinking approaches that guide others.
• Collaboration - you work seamlessly across HR, IT, and business teams, resolving conflict and building alignment.
• Coaching Orientation - you mentor junior PMs and lift the whole team's craft.
• Initiative - you take large, undefined problems and turn them into deliverable solutions.
• Resilience - you navigate complexity, platform upgrades, and shifting priorities with confidence and calm.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

Our People:

We're more than 35,000 strong worldwide-so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you-and your career-need to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards-small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to [email protected]. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.

US Candidates Only: Know Your Rights: Workplace discrimination is illegal

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