Team

ServiceNow’s Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our customers span across industries and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies, and help us deliver best of breed engagement solutions.

Role

We are executing on a holistic Customer Engagement strategy to deliver best in class experience for end users leveraging Self-Service and Omni-Channel capabilities. We want to continue enhancements on our self-service capabilities focusing on end user experience. As the product manager for this topic, you will be responsible for delivering capabilities for customers/consumers for customer self-service on web and native mobile.. You will be working closely with other PMs within the Customer Engagement product and the broader ServiceNow workflows.

Product managers operate at the intersection of market opportunity, customer experience design, technology development and delivering value to our customers. Thus, the role requires a unique blend of skills

• Research on the given problem and capture requirements in clearly articulated Product Definition documents that also serve as the foundation for downstream enablement activities
• Represent the customer's voice to the technology and user experience design team in the form of well documented epics and stories
• Balance strategy with execution – Maintain the roadmap for your products, while maintaining a continuous backlog to get new features out the door.
• Influence teams through vision and passion to deliver on timelines that help us compete
• Strive for perfection and set a high bar for quality in experience design and technology

• Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.

What you get to do in this role

• Translate product strategy into product capabilities and manage them from concept to delivery
• Create compelling market validated use cases & lead ideation
• Collaborate with researchers and designers on defining and testing innovative ideas
• Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements
• Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
• Create feature plans for each release, including acceptance criteria, use cases, etc.
• Collaborate with engineering on release management, understand status, risks, dependencies and help address risks and resolve issues
• Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
• Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption
• Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product’s pricing and packaging
• Implement packaging definitions in the product and build necessary license
• Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.

In order to be successful in this role, we need someone who has

• 10+ years of overall experience with 5+ years of product management experience in defining, launching, and growing Enterprise or SaaS products in an agile technology organization
• Deep understanding of Customer Service domain, specifically in Self-service capabilities, workflows and processes.
• Working knowledge of modern web development platforms and languages is a must – Relational databases, JavaScript, SQL, AJAX, JSON, XML, REST and associated frameworks
• Strong user experience/design sense, strong product definition skills with a record of building great technical products
• Strong customer focus, stakeholder empathy, inclusive approach towards team members and growth mindset
• Demonstrated experience in collaborating with Research, UX, Engineering and facilitating brainstorming sessions to arrive at a solution
• Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
• Excellent written and oral communication skills, including experience presenting to executive leadership
• High energy, self-starter with an aptitude for learning new technologies

FD21

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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