ServiceNow is on FGB’s Best Tech Companies for Women of 2021.
FGB'ers gave this company a 4.7/5 in overall job satisfaction
FGB’ers working at ServiceNow rated their manager’s support a 4.7/5
Flexible PTO policy intended to empower full-time employees to balance their professional and personal lives.
ServiceNow offers to 20 weeks of paid parental leave and generous family leave.
Access to ServiceNow's Diversity, Inclusion and Belonging Community consisting of seven employee-led Belonging Groups.
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
ServiceNow’s Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our goal is to deliver a customer service platform, foundation of reusable assets for all our applications, designed for various industries and extensible by our partner ecosystem. Our team comprises of stellar product manager who can work fast across multiple problems and find the synergies across them to build a cross-industry foundation.
We have aggressive launch goals for a new Recommended Action framework, dedicated to guiding agents when resolving customers inquiries. Recommended Action is a powerful orchestrator and a smart assistant that helps agents make quick decisions given a specific context.
We are looking for a seasoned product manager who can quickly find opportunities to make agents’ day to day work easier and more productive. As a product manager in this role, you will build the runtime experience, starting from enhancing the agent workspace to building an API to expand to other use cases.
You will be responsible for identifying the right recommendations and defining the best experience by being the voice of our customers and then delivering them by working closely with cross functional teams across engineering, design, marketing, sales services.
Identify the problem - Research customer use cases to identify the problems to be solved and the capability and content that needs to be built.
Manage definition and delivery – Define the solution design by mapping foundation capabilities to the use cases and identifying gaps that need to be addressed. Define clear epics and stories to translate the solution proposal to engineering and UX. Create content to enable cross functional teams on the capabilities and use cases
Balance strategy with execution – Maintain the roadmap for this platform solution while maintaining a continuous backlog to get new features out the door.
Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
What you get to do in this role:
Translate product strategy into product capabilities and manage them from concept to delivery
Create compelling market validated use cases & lead ideation
Collaborate with researchers and designers on defining and testing innovative ideas
Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements
Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
Create feature plans for each release, including acceptance criteria, use cases, etc.
Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues
Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption
Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product’s pricing and packaging
Implement packaging definitions in the product and build necessary license and entitlement verifications
Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.
In order to be successful in this role, we need someone who has:
8+ years of Product Management building B2B and B2C enterprise products for a global customer base
Experience in one or more areas of CRM - sales, service, commerce
Deep knowledge of CRM data models applied across multiple industry verticals
Demonstrated experience in collaborating with multiple teams and facilitating brainstorming sessions to arrive at a solution
Technical aptitude to self-validate solution approaches, assess initial feasibility and drive discussions with architects and engineers
Experience working in and delivering product or services in an agile/lean environment
Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
Strong user experience/design sense, with a record of building great products
Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
Top-notch written and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle, and handling sensitive customer escalations
High energy, self-starter with an aptitude for learning new technologies
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
At ServiceNow, we make the world of work, work better for people. We deliver digital workflows that create great experiences and unlock productivity. With ~6,900 customers, we serve ~80% of the Fortune 500. And we are #1 on FORTUNE® Future 50 2021 list. This is the future of work.
Help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better. Explore our open positions here, and visit our Careers site to learn more.