Product Manager, ITSM Process Automation

About the position

Join Us to Transform IT Operations! Are you passionate about transforming the way IT services are delivered? Do you thrive at the intersection of process excellence and automation? We are seeking a driven and forward-thinking manager to join our growing team and lead the charge in optimizing our core ITSM processes using our ServiceNow ITSM platform. This is an exciting opportunity to shape the future of how we manage and govern Incident, Problem, Change, and Request Management. You’ll work hands-on with ITSM process owners, process users and platform engineers to uncover automation opportunities, design intelligent workflows, and bring operational efficiencies to life through workflows and AI.

Responsibilities

• Collaborate with ITSM process owners and process end-users to map current and future state user-journeys, workflows, pain points, and success measures.
• Identify, assess, and prioritize automation opportunities across ITSM processes, with a focus on repetitive, manual, or high-friction activities.
• Design process automations, intelligent workflows, and leverage evolving platform AI capabilities like Now Assist.
• Prototype, build, and test solutions and/or work closely with developers to deliver robust implementations.
• Monitor and analyze automation performance, making iterative improvements based on feedback and data.
• Stay current on ServiceNow platform capabilities, emerging automation technologies, and ITIL 4 best practices.

Requirements

• Strong knowledge of core ITSM processes: Incident, Problem, Change, and Request Management.
• Experience mapping processes, user-journeys and identifying optimization or automation opportunities.
• Excellent analytical thinking and visualization skills including expertise in productivity and collaboration tools to deliver effective storytelling.
• Hands-on experience crafting and building automations in ServiceNow (Flow Designer, Business Rules, Workflows, etc.) or other workflow based platforms.
• Ability to collaborate cross-functionally and translate stakeholder needs into practical automation designs.
• Experience with system integrations.

Nice-to-haves

• ServiceNow certifications.
• ITIL 3/4 certification.
• IT Operations experience (application / infrastructure).

Benefits

• Medical, dental, vision, life insurance.
• Short- and long-term disability.
• Business accident insurance.
• Group legal insurance.
• Consolidated retirement plan (pension).
• Savings plan (401(k)).
• Vacation – 120 hours per calendar year.
• Sick time - 40 hours per calendar year; for employees who reside in the State of Washington – 56 hours per calendar year.
• Holiday pay, including Floating Holidays – 13 days per calendar year.
• Work, Personal and Family Time - up to 40 hours per calendar year.
• Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child.
• Condolence Leave – 30 days for an immediate family member; 5 days for an extended family member.
• Caregiver Leave – 10 days.
• Volunteer Leave – 4 days.
• Military Spouse Time-Off – 80 hours.