Sr Staff Technical Product Manager - PULSE ITSM and HAM

Job Description SummaryAs a Service Now Technical Product Manager for IT Service Management (ITSM) and Hardware Asset Management (HAM), you will be part of the ServiceNow Platform Operations team. In this role you will be responsible for defining and communicating the products vision, be the technical subject matter expert, collaborate with functional product owners, and act as the liaison between the functional teams and technical teams who consume the services the platform provides.
Essential part of the role will be working with functional product owners on their requests, balancing solution technical complexity and support costs with offered business value. The proposed solutions must consider the performance impact of operating on common, shared, global ServiceNow Platform.
You will lead the delivery and SIT testing processes for ITSM and HAM to ensure that the solution is delivered within the agreed timeline and agreed scope.

Job Description

In this role you will be responsible for:

Product Strategy and Vision:

• Own ServiceNow products (ITSM & HAM) area with end-to-end accountability.
• Define and communicate the product vision and strategy for ITSM & HAM.
• Align the product roadmap with the company's goals and customer needs.
• Stay abreast of industry trends and competitor strategies to ensure the product remains competitive.

Technical Leadership:

• Serve as the subject matter expert for the ServiceNow ITSM & HAM product.
• Collaborate with the engineering team to guide feature development and ensure technical feasibility.
• Engage in technical discussions; participate in technical designs and present technical ideas through white boarding.
• Work with the architecture team to understand & develop standard tools and methods.
• Oversee the integration of ITSM & HAM with other ServiceNow products and third-party systems.
• Participate in platform, process, and integration testing.

Product Development:

• In collaboration with the Functional Product Manager, prioritize the product backlog and define user stories and acceptance criteria.
• Work closely with the development team during the agile development process, and interface between them and other teams/stakeholders.
• Ensure that the product meets high standards of quality and usability.
• Prevent and manage technology obsolescence risks and define roadmap changes that address the obsolescence risk.
• Create and manage dashboards to track the product’s return on investment (ROI) and progress in achieving key business outcomes.

Stakeholder Management:

• Engage with internal stakeholders, including IT, finance, and operations, to gather and prioritize requirements.
• Communicate progress and product changes to stakeholders and manage their expectations.
• Act as a liaison between technical teams and non-technical stakeholders.

Customer Engagement:

• Interact with Product owner and Service Towers to gather feedback and understand challenges and needs.
• Incorporate customer feedback into the product development process.
• Develop and maintain relationships with key customers and partners.
• Collect consumer requests and work with stakeholders, process teams and third parties to gather requirements and translate them into technical terms and collaborate to come up with optimal solution.

Market Analysis:

• Conduct market research to identify opportunities for product enhancements.
• Analyze data to make informed decisions about product direction.
• Monitor and report on the performance of the product in the market.
• Benchmark our adoption of the product against peers.

Training and Documentation:

• Own, develop, maintain comprehensive technical documentation and KB’s for the ITSM and HAM product.
• Create technical training materials and conduct training sessions for end-users and administrators.
• Provide support and guidance to users to ensure successful adoption of the product.

Mandatory Qualifications

• Bachelor’s degree in business, computer science or in “STEM” Majors (Science, Technology, Engineering and Math) or a minimum of 15 years of professional experience (hands on) in a technical area (Architecture, Data or Software Engineering), preferably in ServiceNow ITSM and HAM products.
• Excellent English written and oral communication skills.
• A solid understanding of working a SaaS environment.
• Mandatory ServiceNow Certification:
• Current CSA (ServiceNow Certified System Administrator Certification)
• Current ITSM Implementer Certification
• Current HAM Implementer Certification
• Advantageous ServiceNow Certification:
• ServiceNow Certified Application Developer Certification
• ServiceNow Now Assist for ITSM Implementer Certification

Desired Skills:

• Experience with ServiceNow NowAssist (GenAI), preferably with Microsoft.
• Strong interpersonal skills, including creativity and curiosity with ability to effectively communicate and influence across peer level.
• An understanding of JavaScript development with emphasis on the ServiceNow Platform.
• Experience and working knowledge of multiple ServiceNow provided integration technologies.
• Working knowledge on multiple ServiceNow Products, Flow Designer, Integration Hub, ServiceNow APIs, ServiceNow Workflows.
• Proven analytical and problem resolution skills.
• Attention to detail.
• Experience of working across multiple teams owning different platforms and collaborating with them to ensure smooth delivery and deployments of end-to-end integrated solutions.
• Ability to partner with consumers on alignment of outcomes and desired technical solutions at an enterprise level in ServiceNow platform.
• Strong understanding of ITIL and Service Management.
• Ability to say ‘no’ if business outcomes are not clear or unable to justify technical complexity involved and support needs.
• Ability to work independently and part of the team.

Inclusion and Diversity
 

GE HealthCare decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

We expect all employees to live and breathe our behaviors: to act with humility and build trust; lead with transparency; deliver with focus, and drive ownership – always with unyielding integrity.

Our total rewards are designed to unlock your ambition by giving you the boost and flexibility you need to turn your ideas into world-changing realities. Our salary and benefits are everything you’d expect from an organization with global strength and scale, and you’ll be surrounded by career opportunities in a culture that fosters care, collaboration and support.

Additional Information