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ServiceNow is seeking a Staff Inbound Product Manager to own the design, delivery, and continuous improvement of ITSM and ITOM products (Incident, Problem, Change, Request, Knowledge, Service Catalog, Discovery, Service Mapping, Event Management, and CMDB) in live production environments.
This role differs fundamentally from standard implementation work in three ways: (1) you own outcomes, not just deployments—go-live is the midpoint, and you instrument solutions, track adoption and performance in production, and iterate based on data; (2) you serve as the voice of the customer from inside, partnering directly with ServiceNow Product Management to evaluate new and pre-GA capabilities under real operational load, document gaps with evidence, and track them to closure; (3) you carry the story upward, representing work in executive forums and translating implementation detail into impact language leadership needs.
You will spend your time across three domains: shaping solutions through discovery sessions with business stakeholders, translating requirements into ServiceNow designs, and driving alignment across competing priorities; delivering with engineering by translating approved designs into buildable epics and stories, walking engineering through design intent, acting as the single point of translation between engineering and business, managing scope and backlog priority, and owning UAT and go-live readiness; and measuring impact by instrumenting implementations for measurability from day one, building and maintaining reports and dashboards showing adoption, deflection, cycle time, process compliance, and data quality, and using data to drive proactive iteration.
You will also leverage AI tooling (Claude, ChatGPT, Gemini) to compress delivery cycles—applying general-purpose AI assistants to accelerate requirements synthesis, data analysis, rapid prototyping, test case generation, and documentation. Finally, you will influence the product roadmap by representing work in executive forums, building durable relationships with ServiceNow Product Management teams, evaluating new capabilities in production environments, and owning the product gap loop—documenting capability gaps with evidence-backed asks and tracking them to closure.
REQUIREMENTS:
- 8+ years delivering ServiceNow solutions, with at least 3 full lifecycle ITSM and ITOM deployments owned end to end
- Prior product management experience (formal or informal)
- Experience operating in an internal IT / Customer Zero model, deploying capability before general availability
- Exposure to enterprise CMDB remediation at scale
- Experience with AI-driven service operations (AI Agents, Now Assist, predictive intelligence, or AIOps)
- ITIL v4 Foundation or higher certification
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
PREFERRED QUALIFICATIONS:
- Familiarity with Flow Designer, IntegrationHub, REST/SOAP integrations, and CMDB/CSDM structure
- Working knowledge of ITIL practices and how they map to platform capability
- Demonstrated ability to lead requirements and design conversations with directors and above without a program manager present
- Strong executive communication—able to build metric-driven narratives for senior leadership and hold credible technical conversations with product managers
- Demonstrated fluency with AI assistants (Claude, ChatGPT, Gemini) as part of day-to-day delivery
- Demonstrated ability to write clear, buildable epics and stories and manage backlog with engineering teams
- Proven ability to personally build reports, dashboards, and indicators using ServiceNow Platform Analytics and Process Mining / Process Optimization
- ServiceNow Certified System Administrator (CSA)
- At least one ServiceNow Certified Implementation Specialist certification in the ITOM family (Discovery, Event Management, Service Mapping, or Cloud Management; multiple preferred)
- ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)
