Staff Inbound Product Manager

Company Description 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 The IT Service Management ITSM team at ServiceNow 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 that is responsible for incident response including major incident management on-call collaboration and problem management You ll have an opportunity to innovate on everything from streamlining administrative experiences to AI features 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 Communicate product priorities and build consensus Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries Work with multiple teams to guide projects through development and bring high-quality products to life Integrate usability studies research and market analysis into product requirements to enhance user satisfaction Communicate complex problems into easily understood requirements and provide solutions Develop multi-mode communications that convey a clear understanding of the needs of different audiences Lead the promoting of efforts across different groups of team members along with the ability to influence inside and outside of your team Qualifications 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 8 years of software product management experience IPM Core Working with scrum teams including epic story detailing Prioritization and roadmapping ITSM Fundamentals Solid grasp of ITSM such as major incident management or problem management or on-call Particularly of ServiceDesk and Fulfiller personas Technical fluency with platform mindset workspace flow designer etc Enterprise customer sensitivity - experience working with large enterprises with complex customizations and high expectations Metrics Orientation ability to define and track success metrics Strong prioritization skills and the discipline to focus on high impact activities Experience defining and capturing product requirements and transforming them into a product roadmap Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions Drive solution development through big-picture solution development Ability to serve as a team lead and coach employees at lower levels FD21 Additional Information 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 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 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 From Fortune 2025 Fortune Media IP Limited All rights reserved Used under license