Self-Service Business 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.

Job Description

Team & Role

We are seeking a Self-Service Business Product Manager for our Technology and Services Team within Customer Support and Services (CSS). This role is pivotal in driving the strategy, development, and implementation of technology tooling, services and solutions to assist our organization’s initiatives in self-service, community, knowledge, content, case deflection and reduction. This role requires a blend of support acumen, customer acumen, product thinking, and execution discipline. You will be expected to take ownership of capability areas, working closely with the Lead BPM, Technical Product Managers, design, and business partners to deliver experiences that enable speed, efficiency, and great user experience.

What you get to do in this role:

Key Responsibilities:

     Strategic Leadership:

• Drive execution of the strategic vision for support self-service capabilities, services and solutions in alignment with the company's overall strategy and the needs of CSS that will drive value to our stakeholders.
• Collaborate with senior leadership to identify opportunities for integration across various business units.

Development and Maintenance:

• Oversee the design, development, and deployment of scalable capabilities, services and solutions.
• Ensure the reliability, security, and performance of capabilities, services and solutions, enabling seamless integration with existing systems.

Project Management:

• Manage multiple projects, ensuring they are delivered on time, within scope, and within budget.
• Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders.

Innovation and Implementation:

• Stay abreast of the latest advancements in AI technologies, CSM and ITSM methodologies.
• Drive the adoption of best practices across the organization.
• Implement solutions that drive business value and enhance customer experiences.

Stakeholder Engagement:

• Partner with cross-functional teams to understand their needs and develop tailored solutions.
• Present strategies and project updates to key stakeholders.

Governance and Compliance:

• Ensure all initiatives comply with relevant data privacy regulations and ethical standards.

Qualifications

Preferred Qualifications:

• 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.
• Experience working with a distributed team.
• Experience building new products that use challenging algorithms.
• Experience in delivering highly scalable services in the enterprise world.
• Strong knowledge of core AI/ML techniques and algorithms.
• Bias for Action even in ambiguous net new contexts.
• Exceptional verbal and written communication skills with a collaborative and engaging approach.
• Ability to interface effectively with customers and diverse roles across all organizational levels.
• Analytical and data-oriented mindset to solve complex business problems and recommend continuous improvement initiatives.
• Technical Skills: ServiceNow platform familiarity, particularly with Strategic Portfolio Management Now Support portal, and Now Assist.

Basic Qualifications:

• 5+ years of overall experience, in product management including Strong understanding of product lifecycle management, agile delivery practices, requirement gathering, writing user stories, and managing backlogs.

#CSTAS

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 th