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.