ITSM Product Manager - Hybrid

Job DescriptionJob Description

Job Title: ITSM Product Manager

Location: Chicago, IL (Hybrid, 3 days onsite)

Job Description

The ITSM Product Manager will be a member of the Service Design team and focus on ownership of the ServiceNow product within the Managed Support Suite Technology (MSST) stack of tools and the Platform & Infrastructure Technology Stack. The ServiceNow Product Manager will be responsible for defining both strategic direction and tactical roadmap and features of the product, understanding the tools landscape; generating product requirements; determining specifications, and understanding costs / pricing for adoption, ongoing maintenance and enhancements of the product. The Product Manager is expected to collaborate closely with the D&T Development and Infrastructure teams, other CMSO organizations as well as teams external to CMSO (such as IT and Product organizations).

SDTI Product Manager - detailed tasks:

• Understands the strategic direction of the CMSO organization and aligns the D&T product strategy & product roadmap to assist in the accomplishment of the CMSO vision.
• Assesses the present and future MSST products and Platform & Infrastructure Technologies by reviewing specifications and requirements and appraising new product ideas
• Assesses organizational needs by calling on internal operations teams along with external market research to evaluate the direction of service delivery and operations teams and their associated needs.
• Provides information for management by preparing short-term and long-term product roadmaps and special reports and analyses; answering questions and requests.
• Introduces new products to the organization that will help drive efficiencies and automation by analyzing proposed product requirements and product development programs; preparing return-on-investment analyses; establishing time schedules with development and infrastructure teams.
• Defines product business case/ROI for introduction of new products as well as any enhancement/feature requests introduced.
• Defines product requirements
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.
• Backlog management & Feature prioritization
• Release management
• User adoption management
• Defines the "what" that the D&T Service Architecture Team will develop ("how")

Skills and Qualifications:

• Exceptional Strategic Thinking & Vision Skills
• Experiences of implementing ServiceNow product
• Knowledge of the ITIL Framework
• Strong Business and Technical Acumen
• Financial Savviness & Analysis
• Polished Presentation & Communication Skills
• Strong Influencing & Leadership Skills
• Strong Time Management and Organization Skills