Job Description

The IT Service Management (ITSM) team at Service Now 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 building the next generation of employee experience and request management, where AI doesn't just assist, it transforms how work gets done.

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.
• Collaborate effectively in an Agile work environment with product peers, user research, UX, engineering, implementation experts and customers to set product direction and definition.
• Communicate product vision, priorities, and complex technical problems as clear requirements and compelling solutions across engineering, AI platform teams, UX, GTM, and executive stakeholders.
• Interface with other product managers and stakeholders to be sure we are working on the right things at the right time, ensuring long-term value to the Service Now organization and our customers.
• Assume accountable ownership for product outcomes regardless of organizational boundaries.
• Guide multiple teams through ambiguous product development without losing sight of the unified vision.
• Continuously learn from customers, markets and technology trends to inform and validate your strategic and tactical product roadmaps.
• Work with scrum teams to guide projects from concept through development to launch. Participate in, and own the outcome of, all product and technical aspects of team deliverables, including quality, performance, maintainability, and scalability.
• Define, measure and achieve your product’s success targets through continued collaboration with Customer Success and our active community of developers, implementation service providers and consultants.
• Ship products people love!

To be successful in this role you have:

• 8+ years of software product management experience, with a track record of shipping complex enterprise products that customers love and that drive meaningful business outcomes.
• 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.
• Solid understanding of ITSM, fulfiller workflows - request, incident, problem management. You know these domains well enough to identify what should change fundamentally, not just incrementally.
• Comfortable with platform concepts, workflow orchestration, workspace design, Flow Designer, extensibility patterns. You can engage in technical architecture discussions and make informed trade-offs.
• Experience working with large enterprises that have complex customizations, compliance requirements, and high expectations.
• Demonstrated ability to focus on high-impact activities amid competing priorities.
• Experience defining and capturing product requirements, from customer insights and market analysis to detailed user stories and transforming them into compelling product roadmaps that align stakeholders and guide execution.
• Deep curiosity about customer needs and a track record of building authentic customer relationships.
• Ability to drive solution development through systems thinking.
• Ability to serve as a product lead and mentor for more junior team members.

FD21

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now 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 globaltalentss@servicenow.com 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), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

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 — Service Now 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.