Product Manager - ServiceNow

Job Title: Product Manager - ServiceNow
Contract Type: Contract
Location: Scotland
Salary: £400 - £450 per day + Outside IR35
Start Date: June 2021
Reference: BBBH27069_1621419187
Contact Name: Zoe Latuszka
Contact Email:
Job Published: May 19, 2021 11:13

Job Description

ServiceNow Technical Product Manager
6 Months
£450 per day. Outside IR35
Remote for foreseeable/duration if needed. A blended approach between office and home working will also be available.

An experienced ServiceNow Technical Product Manager is required to ensure product roadmap is aligned to our strategic direction. Leading the Service Enablement team, you will be working to ensure ServiceNow Product supports the direction of Service Management function. As this role integrates Product Management and Service Management activities, a very good understanding of ITSM and Service Desk practices is essential. The successful supplier will familiar with ITSM aspects of ServiceNow and latest ITSM practices.

The organisations ambition is to have enduring development teams aligned to the business domains ensuring that ownership of software products is clear. The Service Enablement Team is part of wider IT Enablement which ensures stable operational environment and platform resilience to empower product teams to deliver on value. Service Enablement looks after internal entry points to IT and drives process and ITSM maturity within the organisation.

  • Develop ServiceNow Product roadmap and align it to the IT quarterly planning
  • Develop an end to end, fully automated, Software Asset Management capability
  • Develop an end to end, Risk Assurance Framework
  • Develop a service health, data driven maturity capability
  • Develop an end to end, fully automated, JML capability
  • Maturity RoSNOW through user driven development
  • Manage Product demand and perform Business Analysis activities in line with Product roadmap to ensure Development Team focuses on value creation
  • Resolution and escalation of ServiceNow related issues and risks
  • Maintain the Vision of the ServiceNow product
  • Deliver a CSAT approach driven of the Self-Service Portal
  • Deliver a Teams Integration approach to support IT Enablement work optimisation

Additional Services

  • Proactive monitoring, maintenance and support of system performance, data, capacity and capability and recommending improvement opportunities
  • Training, guidance, and 'Show and Tell' sessions for ServiceNow
  • Coordinate communication with stakeholders' groups
  • Manage conflicting priorities between BAU and Roadmap Demand

Support Development of the following system modules:

  • Self Service Portal (with Flow Designer)
  • ITSM Module
  • CMDB & Foundation Data

Knowledge Management
Essential Skills

  • Previous experience of leading a successful ServiceNow rollout and deployment
  • Previous experience in Organisational Change Management
  • Ability to diagram the solution, present and demo solutions
  • Exceptional interpersonal and communication skills, both written and verbal
  • Experience and comfort in public speaking situations
  • ITIL Certification (or demonstrable experience)
  • Experience of New York (or higher) version of the platform
  • Able to demonstrate knowledge of the platform mechanics and best practices

Desirable Skills

  • Comfortable operating in an agile environment using Scrum and/or Kanban
  • Experience in Requirements Gathering and Refinement
  • Ability to support platform development
  • ServiceNow Certifications
  • Previous experience in Service Modelling
  • CMDB & Asset Management experience