Lead, Product Manager‚ Content Management & Service Portal

About the position

The Lead, Product Manager – Content Management & Service Portal will play an instrumental role in the Enterprise Service Management Office (ESMO), focusing on managing and innovating within the ServiceNow platform. This role is crucial for driving product management related to Content Publishing, Employee Center, Web Analytics, and enhancing employee experience. This position will report directly to the Manager of Service Now Products, ensuring the delivery and continual enhancement of the ServiceNow solutions in alignment with organizational objectives.

Responsibilities

• Develop and articulate compelling product visions and roadmaps for content management and service portal functions, ensuring they align with broader organizational strategies and goals.
• Craft detailed roadmaps, outlining the direction, priorities, and timelines for product development and enhancement within the ServiceNow ecosystem, focusing on Content Publishing and Employee Experience Platforms.
• Act as the primary liaison between Enterprise Service Management Engineering (ESME) teams and business units, enhancing communication and mutual understanding of product goals.
• Regularly engage with key business stakeholders to ensure their ongoing involvement and support throughout product development cycles, from inception through deployment and iteration.
• Facilitate alignment and buy-in from various organizational levels, ensuring that product developments closely reflect the needs and expectations of end-users and stakeholders.
• Lead efforts to align ESMO functions with specific business demands, engaging stakeholders to identify needs and translate them into actionable user stories and product requirements.
• Foster an environment that encourages feedback and ongoing dialogue to refine and prioritize product features based on user and business impact.
• Ensure a seamless integration of business requirements with technical capabilities by working closely with Platform Engineering teams.
• Oversee and prioritize user stories for sprint planning to ensure that development efforts align closely with the strategic product roadmap and stakeholder expectations.

Requirements

• 6+ years of experience in product management, specifically with strong expertise in ServiceNow platforms focusing on content management, employee experience, and web portal functionalities.
• Demonstrated experience in creating and leading product strategies, vision setting, and road mapping for large-scale enterprise environments.
• Strong analytical skills and experience with web analytics tools to measure performance and user engagement.
• Bachelor’s degree in Business Administration, Information Technology, Computer Science, or related field or equivalent relevant work experience.

Nice-to-haves

• Master's degree.
• Certified ServiceNow Administrator (CSA) or Certified ServiceNow Implementation Specialist.
• Professional experience in content management systems, web design, and user experience optimization.
• Practical knowledge of Agile methodologies, particularly Scrum or Kanban, in the context of product development.
• Familiarity with IT service management (ITSM) and IT operations management (ITOM) practices.