Senior Staff Technical Product Manager, ServiceNow
Profile and Personalization
$181.1-316.9k
+ Equity (when applicable), Variable/incentive compensation, ESPP
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$181.1-316.9k
+ Equity (when applicable), Variable/incentive compensation, ESPP
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- We are seeking an experienced Technical Product Manager to lead the Product strategy and execution for User Profiling and Personalization, with a strong emphasis on processes and governance
- 12+ years of Software Product Management experience with a focus on delivering features to end users in a B2B enterprise company
- Bachelor's degree in a relevant field or equivalent years of experience; MBA or advanced degree is a plus
- AI product experience is highly desirable
- Experience with User Profile management systems, Identity systems, SSO and data federation with a focus on Personalization
- Strong understanding of PII data and policies surrounding its use
- Experience in building Consumer grade experiences that are self-serve, easy to use - workflows and orchestrations
- Experience in building horizontal services and solutions that serve multiple products
- Team player attitude and willingness to work across a diverse groups of stakeholders
- Strong analytical approach, with attention to detail and excellent reporting skills
- Ability to excel in a fast-paced, dynamic environment while delivering complex products efficiently and meeting tight deadlines
What the job involves
- This opportunity is part of our Digital Customer Experience Group within Digital Technology
- The Digital Customer Experience (DCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment
- Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey
- The products we build power digital business for ServiceNow
- In this high impact role, you will have the opportunity to showcase your strategic thinking and thought leadership, customer engagement & storytelling skills, while also driving day to day execution and innovation excellence
- Product Strategy & Roadmap: Own the vision and roadmap for Profiling and Personalization of End users, aligning them with business goals and employee needs
- Requirements Definition: Define product requirements incorporating effective written and more creative, visual techniques (User Journey diagrams, sequence diagrams, experience mockups etc.). Create data flows and functional and technical specifications. Understand User personas and identify ideal customer profile
- Stakeholder Engagement and Cross Functional Collaboration: Engage with stakeholders to understand their needs, pain points, and feedback related to the Product. Collaborate with technical digital product teams responsible for the delivery of digital products that can be leveraged throughout ServiceNow
- Data-Driven Decisions: Analyze user interactions and services data to identify opportunities for improvement and enhancements
- Enablement and Feature Adoption: Lead the enablement of product features and drive adoption with various business teams and the user base
- User Engagement & Feedback: Engage with end-users and internal stakeholders to gather feedback, identify pain points, and prioritize features
- AI/Automation: Leverage AI, Gen AI, and automation tools to enhance knowledge creation, searchability, and content consumption
- Tracking: Define and track key performance metrics (KPIs) and objectives and key results (OKRs) for knowledge management, such as search accuracy, user engagement, knowledge article quality, and employee productivity and efficiency
- Delivery: Manage the delivery of your product partnering with Engineering and Program Management, including PoC (Proof of Concept), Beta programs, Public Launch, and ongoing releases. Anticipate and proactively remove obstacles that slow down or prevent product teams from delivering on outcomes
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity, Equity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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