ServiceNow Product Manager

What You’ll Do

• Own and maintain the product roadmap and backlog across multiple ServiceNow production instances including ITSM, CSM, HR Onboarding, ITOM AIOps, and IT Service Manager
• Design forms and service portals utilizing UX best practices
• Make configuration changes and minor code modifications (HTML and CSS) to support platform needs
• Create reports and dashboards to visualize trends and surface actionable insights for leadership
• Build strong working relationships with business stakeholders and senior leadership to ensure clear and direct communication around product transparency and delivery.
• Effectively manage the scope of approved efforts, and negotiate delivery trade-offs with key leaders and partners as business priorities evolve over time.
• Act as product and technology evangelist and build excitement amongst key stakeholders and senior leadership.
• Orchestrate product review sessions; gracefully accept feedback from stakeholders and maintain flexibility as product requirements and priorities evolve.
• Own change and adoption. Lead change management for major product, platform, and process initiatives — assessing organizational impact, building adoption strategies, and embedding new capabilities into operations to realize intended benefits.
• Surface and clear cross-team risk. Identify delivery and dependency risks across the product domain and adjust plans proactively to keep work moving and commitments intact.
• Conduct stakeholder and target user interviews to identify the most important problems to solve and anticipate future needs.
• Continuously analyze and document all user paths, use cases, gaps, and integrations to ensure complete understanding of product functions and opportunities.
• Lead structured discovery. Drive early-stage discovery to surface constraints, dependencies, and blind spots before they become costly — ensuring teams build the right solution the first time.
• Drive the five levels of Agile planning to deliver on technology commitments.
• In partnership with your team(s), constantly prioritize user stories; balance feature development, defects, and tech debt according to business need.
• Be a champion of continuous improvement and delivery
• Partner with the engineering leads to gain a deep understanding of the technology integrations that enable the functions on our products and platforms.
• Build strong working knowledge of core systems and applications in the IH technology landscape.
• Partner with the UX/UI team to ensure work on products are meeting our standards and goals.
• Be a data-driven thinker: leverage analytics data to understand the severity and pervasiveness of problems and define product success metrics.
• Partner with legal, risk, and security to ensure compliance-related items are met to proper standards.
• Deeply understand the company’s business model and document key workflows for your areas of oversight.
• Keep a pulse on the competitive and vendor landscape and identify opportunities and strategies to drive business results.
• Generate release and knowledge base documentation and partner on field training activities.
• Run early-stage experiments and beta / pilot programs with early-stage features/products.
• Participate in solutioning; articulate your ideas through wireframes/sketches and research best-in-class solutions.

Who We’re Looking For

• 3+ years of product management experience with ServiceNow — preferably across multiple product lines including ITSM, CSM, HR Onboarding, ITOM AIOps, or IT Service Manager
• Bachelor's degree (B. A.) from four-year college or university or equivalent combination of education and experience
• Experience in real estate, travel, or retail preferred
• Experience presenting and influencing a robust group of stakeholders and senior leaders
• Ability to communicate complex information in simple terms to a wide variety of audiences
• Agile/Scrum mindset and expertise
• Tops-down, strategic thinker
• Strong, proactive communication skills and an ability to work collaboratively are critical
• Ability to negotiate without being adversarial
• Ability to effectively communicate and partner with executives and senior-level leaders
• Ability to lead projects across multiple teams and stakeholders through organization, collaboration, and charisma
• Empathy for the resident and employee experience as an equal footing input to prioritization
• Ability to influence cross-functional teams without formal authority
• Excellent teamwork skills; strong ability to motivate engineering teams and foster creativity
• Excellent ability to manage expectations while making others feel listened to and respected
• Willing to go above and beyond while taking ownership of needs that exist
• Serve as a problem-solver and embrace change

About 10Pearls:

10Pearls is a global, purpose-driven AI - native digital engineering partner helping businesses re-imagine, ‎digitalize, and accelerate. As an end-to-end digital technology partner, 10Pearls helps businesses create future-proof, ‎transformative digital products that leverage emerging technologies. ‎10Pearls' clients ‎include Global 2000 enterprises, high-growth mid-size ‎businesses, and some of the most exciting ‎start-ups from industries like healthcare, fintech, ‎energy, education, ‎real estate, retail, and hi-tech. ‎Headquartered in the Washington DC metro area, 10Pearls has product engineering and ‎software development centers in North America, Latin America, Europe, and South Asia. To learn more, visit https://10pearls.com.

We offer a competitive compensation package, including the below benefits for full-time employees:

• Strong medical, dental, and vision plans with 60% of premiums for employees and their dependents covered by 10Pearls

• Employer-funded health reimbursement account (HRA) for the high-deductible health plan option

• Generous 401(k) plan with a 4% employer match and immediate vesting after 90 days of employment

• Paid time off for vacation, sick/wellness, and personal leave; separate paid parental leave program

• Employer-paid short-term, long-term, life, and AD&D insurance

• Additional voluntary insurance programs, including life & AD&D, critical illness, cancer, and hospital indemnity for employees and dependents

• Full access to Tysons Corner Headquarters office with amenities: a state-of-the-art gym, fully stocked kitchen with snacks and cold brew coffee on tap, and free parking on-site

10Pearls is an Equal Opportunity Employer and is committed to maintaining a diverse workplace.