Servicenow Product Manager
Grade Level (for internal use):
12Senior Product Manager ServiceNow (HRSD Service Catalog ITSM Platform & Integrations)
The Opportunity
The Service Enablement team delivers the products and platforms that raise the quality of service delivery across the entire organization. At the heart of this ecosystem sits ServiceNow powering HR Service Delivery Service Catalog IT Service Management and the platform integrations that connect them into one seamless employee experience.
As a Senior Product Manager for the ServiceNow platform youll own the product direction for a mission-critical enterprise ecosystem used across every division. This is a role for someone who wants to advance as an enterprise product leader while shaping how thousands of employees request receive and experience services every day and embedding AI-driven capabilities at the core of that experience.
Whats in It for You
- Own a flagship enterprise platform drive the vision strategy and roadmap for ServiceNow HRSD Service Catalog ITSM and Platform & Integrations end to end.
- Spearhead AI-powered service delivery bring Now Assist generative AI virtual agents and intelligent workflows into products that ship to a global user base.
- Shape strategy not just execute it with the autonomy to define what great service delivery looks like across the organization.
- Grow into enterprise product leadership by mentoring PMs influencing senior stakeholders and driving transformative cross-divisional initiatives.
What Youll Do
Product Leadership & Strategy
- Define own and communicate the product vision strategy and roadmap for ServiceNow HRSD Service Catalog ITSM and Platform & Integrations aligned to business goals and customer needs.
- Prioritize features enhancements and platform upgrades based on customer impact business value and strategic alignment.
- Own the ServiceNow release and upgrade strategy balancing new capability adoption with platform stability and governance.
- Guide cross-functional teams platform engineering developers architects and business process owners in delivering scalable high-impact solutions.
HRSD Service Catalog & ITSM Product Ownership
- Drive the HR Service Delivery roadmap case and knowledge management Employee Center lifecycle events and journeys to deliver a consumer-grade employee experience.
- Own the enterprise Service Catalog strategy: catalog governance item design standards request fulfillment workflows and continuous rationalization of the catalog portfolio.
- Lead the ITSM product line incident problem change request and CMDB-adjacent processes driving process maturity automation and SLA performance.
- Champion a unified portal and self-service experience that reduces ticket volume and improves deflection through knowledge and automation.
Platform Integrations & AI
- Define the platform and integration strategy IntegrationHub APIs MID Servers and connections to enterprise systems (HCM ERP identity collaboration tools) ensuring secure scalable well-governed data flows.
- Identify opportunities to apply generative and agentic AI Now Assist Virtual Agent predictive intelligence and intelligent workflows to streamline operations and boost user productivity.
- Evaluate and integrate cutting-edge capabilities such as LLMs autonomous agents and AI-driven decision frameworks into the ServiceNow ecosystem.
- Establish platform governance standards instance strategy technical debt management scoped app vs. global development and citizen development guardrails.
Customer & Market Insight
- Develop a deep understanding of employee HR IT and service-desk personas and pain points to drive effective product design.
- Conduct market research and competitive analysis across service management platforms to ensure clear product differentiation and inform build-vs-configure decisions.
- Analyze usage data deflection rates CSAT and customer feedback to continuously optimize features and outcomes.
Execution & Delivery
- Lead agile delivery sprint planning backlog grooming and retrospectives ensuring timely high-quality releases across multiple ServiceNow workstreams.
- Define and track KPIs and product OKRs adoption self-service deflection mean time to resolution catalog fulfillment SLAs and user satisfaction.
- Collaborate with enterprise stakeholders HR IT Security and divisional leaders to maintain alignment throughout the product lifecycle.
- Manage vendor relationships with ServiceNow and implementation partners including licensing strategy and roadmap alignment.
Team Leadership & Enablement
- Mentor and develop a high-performing team of product managers and product owners sharing learnings across the organization.
- Foster a culture of innovation accountability and customer-centric thinking.
- Champion adoption through training documentation communication campaigns and hands-on support for internal teams and customers.
What Youll Bring
- 8 years in product management or similar roles with a proven track record managing enterprise platforms including significant hands-on ServiceNow product ownership.
- Deep functional knowledge of ServiceNow HRSD Service Catalog and ITSM modules including workflows catalog design case management and Employee Center.
- Experience defining and delivering platform and integration strategies IntegrationHub REST/SOAP APIs and enterprise system integrations (HCM ERP IAM collaboration platforms).
- Hands-on experience with Agentic or Generative AI including Now Assist virtual agents intelligent workflows and AI-driven decision-making in enterprise systems.
- Strong command of agile principles with proven experience leading agile teams and delivering roadmaps that align to business goals.
- Excellent communication leadership and stakeholder-management skills across all levels of the organization.
- Strong analytical skills and a genuine data-driven approach to decisions.
- Experience thriving in a fast-paced collaborative cross-functional environment.
- Bachelors or Masters degree in Business Computer Science Engineering or a related field.
Preferred Qualifications
- ServiceNow certifications CSA (Certified System Administrator) CIS-HR CIS-ITSM or Certified Application Developer.
- SAFe or other scaled-agile certification.
- Experience with ServiceNow People Service Catalogue Service Employee Center Pro and Now Assist products.
- Experience with adjacent service-management and AI platforms such as Jira Service Management Moveworks Aisera or Confluence.
- Familiarity with AI frameworks and tools such as OpenAI LangChain or AutoGPT.
- Experience with ITIL practices and process design (ITIL v4 certification a plus).
Behavioural Competencies
- Vision Ownership you articulate product strategy clearly and earn buy-in from senior leaders and peers.
- Thought Leadership you bring deep ServiceNow and service-management domain expertise and forward-thinking approaches that guide others.
- Collaboration you work seamlessly across HR IT and business teams resolving conflict and building alignment.
- Coaching Orientation you mentor junior PMs and lift the whole teams craft.
- Initiative you take large undefined problems and turn them into deliverable solutions.
- Resilience you navigate complexity platform upgrades and shifting priorities with confidence and calm.
Whats In It For You
Our Mission:
Advancing Essential Intelligence.
Our People:
Were more than 35000 strong worldwideso were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity Discovery Partnership
Throughout our history the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do bring a spirit of discovery to our work and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.
Our benefits include:
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay retirement planning a continuing education program with a company-matched student loan contribution and financial wellness programs.
Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some best-in class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.
For more information on benefits by country visit: Hiring and Opportunity at S&P Global:
At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.
Recruitment Fraud Alert:
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Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity color religion sex sexual orientation gender identity national origin age disability marital status military veteran status unemployment status or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability please send an email to:and your request will be forwarded to the appropriate person.
US Candidates Only:Know Your Rights: Workplace discrimination is illegal
Required Experience:
IC
Employment Type : Full-Time
Experience: years
Vacancy: 1
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Servicenow Product Manager • Gurgaon, Haryana, India