Product Manager – Servicenow
| Company | T-Mobile |
|---|---|
| Location | Frisco, TX, USA, Bellevue, WA, USA, Overland Park, KS, USA |
| Salary | $103400 – $186400 |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s Degree Computer Science, Engineering, IT or equivalent experience. (Required)
- 3+ years experience in hands on technical writing production code, solution engineering, or technical architecture in large scale company/application/product environment. Required
- 2+ years of hands-on experience with the ServiceNow platform
- 5+ years of relevant Product Management experience in an agile software product development environment. (Required)
Responsibilities
- Owns the product vision, roadmap, and backlog for ServiceNow platform modules (e.g., HRSD, FinOps, LSD)
- Owns the product end-to-end for moderately complex products/features, creating and managing the product vision, strategy, and roadmap, including technical vision and capabilities.
- Drives product research using both quantitative and qualitative data to identify innovation opportunities, using tools like ServiceNow for incident management, service request tracking, and workflow optimization.
- Collaborates with business and internal/external stakeholders to understand customer experiences and identify areas of opportunity.
- Conducts analysis (cost-benefit, ROI, NPV) to support decision-making, ensuring alignment with business objectives.
- Develops a strong understanding of technical trends and how they impact product development.
- Leverages customer insights to guide product vision, strategy, and roadmap.
- Actively engages with customers, fostering empathy, identifying unmet needs, and advocating for a customer-first mindset internally and externally.
- Uses ServiceNow to track and respond to customer service requests, ensuring customer satisfaction and feedback are integrated into product planning and iteration.
- Translates product/platform strategy into detailed features and user stories consumable by development teams, including creating prototypes.
- Leads Agile teams through the execution of product increments, collaborating with architecture and DevOps teams to ensure quality, maintainability, and technical debt management.
- Utilizes ServiceNow for managing workflows, tracking feature progress, and identifying and addressing any blockers during the product delivery process.
- Manages product backlog, prioritizes tasks, and communicates the release schedule across teams.
- Works closely with sales, marketing, finance, and other teams to drive product success and adoption.
- Builds strong relationships with external third parties and vendors to assess potential partnerships and licensing opportunities.
- Engages with ServiceNow teams to streamline service management processes and ensure a seamless customer experience.
- Builds positive working relationships with technical and non-technical teams, including sales, marketing, and engineering.
- Develops training materials and adoption tools for team members and stakeholders.
- Supports the professional development of the team and participates in knowledge sharing, innovation, and process improvement initiatives.
Preferred Qualifications
- ServiceNow Certified System Administrator (Preferred)
- Strong understanding of the ServiceNow platform, including modules such as: HRSD, FinOps, IT Service Management (ITSM), CSM.
- Understanding of APIs, integrations, and web services (REST/SOAP)
- Familiarity with CMDB and service mapping
- Familiarity with technical aspects of ServiceNow (e.g., scripting, Flow Designer, APIs, data models)