Dir, Inbound Product Mgmt - ITOM

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

About BU:

The ServiceNow IT Operations Management Business Unit is the second largest line of business and is the market leader in the CMDB, Discovery and AIOps. The ITOM Visibility product area is the foundational data layer of the ServiceNow platform where the solution brings IT infrastructure and dependency mapping data layer into the Configuration Management Database (CMDB) through Discovery and added business context with Service Mapping enabling organizations to manage, govern, and automate their entire IT estate.

About the ITOM Product Management Team:

• The ITOM Inbound Product management team builds the core, horizontal capabilities that power CMDB data strategy that drive outcomes for Asset management, Service Operations, Security operations and GRC outcomes.
• Product management team is responsible for organic product development where the product offerings are enhanced, and the team often venture in to net new markets based on the market conditions.  

What you get to do in this role:

 

Foundational Impact: This role will manage the second largest business with ServiceNow and You will set the product direction and execution that drives the next growth wave with AI products.

End-to-End Ownership: From vision to delivery to adoption, you will drive meaningful platform-level innovation.

High Visibility: Work cross-functionally with Engineering, Architecture, Sales, Solution Consulting, Design, Research, and Product Content.

Customer Proximity: Engage directly with enterprise customers and partners to shape the roadmap.

Platform Building: Build scalable frameworks, data models, and workflows that define the next generation of ITOM on ServiceNow.

• Partner closely with Product Engineering on release planning, sprint execution, risk management, and cross-team dependencies
• Collaborate across the GTM teams ( like sales, expert services, partners, outbound product teams) to understand requirements, provide architectural guidance, and drive adoption
• Author high-quality product artifacts including technical and functional specifications, roadmap narratives, reference architectures, enablement materials and demos
• Demonstrate subject matter expertise and support consulting on customer use cases, implementations, and value articulation
• Engage cross-functionally with Product Design, Architecture, Research, and Product Content
• Partner directly with customers and ecosystem partners to present roadmap updates, gather feedback, and identify emerging opportunities

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.
• AI Product Management (AIPM) leader bridging business goals with ServiceNow AI platform capabilities. 
• Strong experience with managing, mentoring, and developing high performing product managers to maximize team performance, engagement, and retention
• Strong prioritization and product judgment with data driven decision making.
• Fanatical about customer success and tenacious at driving long-term customer value
• Demonstrate the skill that transforms data, roadmaps, and features into compelling narratives, driving buy-in from stakeholders and inspiring teams
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.

Good to have:

• Experience or knowledge of the ServiceNow platform (especially platform security and other foundational services)
• Working knowledge and understanding of the ITOM Products (Discovery, Service Mapping, AIOps, Cloud)

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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