Product Manager - GTM ServiceNow Product

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.

• Continuous professional growth and leadership opportunities.

• Health, wellness, and financial benefits to offer peace of mind to you and your family.

• World-class facilities and the technology you need to thrive – in our offices or yours. 

Role Description

• Define and maintain the product vision and strategy for ServiceNow modules (e.g., ITSM, ITOM, ITAM, TPSM, GRC) aligned with company goals.

• Develop and manage a prioritized product backlog and roadmap, adjusting based on feedback and evolving needs.

• Elicit and synthesize requirements from customers, sales, and services teams to inform future-state product capabilities.

• Serve as the primary point of contact for product-related inquiries and communications.

• Collaborate closely with the product development team to define and refine product releases that conform to Agile principles.

• Host and facilitate quarterly product release planning events, ensuring alignment across cross-functional teams and clarity on deliverables.

• Maintain a continuous feedback loop between development, stakeholders, and customers to ensure product iterations meet evolving needs.

• Conduct competitive analysis and market research to identify opportunities for differentiation and innovation.

• Monitor product performance and customer feedback to drive continuous improvement.

• Partner with Product Marketing and Sales Enablement to develop messaging, demo narratives, and adoption resources.

• Support training and change management efforts to drive platform adoption and customer success.

Behaviors and Competencies

• Business Acumen: Can analyze financial and operational data to make informed decisions.

• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.

• Follow-Through: Can manage multiple tasks, prioritize effectively, and meet deadlines without needing explicit reminders.

• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.

• Detail-Oriented: Can identify errors or inconsistencies in work and make necessary corrections.

• Data Analysis: Can identify patterns and trends in data, propose hypotheses, and use statistical techniques to test them

• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.

• Multi-Tasking: Can identify opportunities for task optimization, propose solutions, and manage multiple tasks without explicit instructions.

• Strategic Thinking: Can contribute to the development of strategic plans and initiatives.

• Willingness to Learn: Can actively seek out learning opportunities but may need guidance to apply new knowledge or skills effectively.

• Time Management: Can generally use time effectively and is working towards improving task prioritization and deadline management.

Skill Level Requirements

• Strong communication and presentation skills, with the ability to engage stakeholders at all levels.

• Proven ability to gather and translate business requirements into actionable product features.

• Familiarity with Agile/Scrum methodologies and tools (e.g., Jira, ServiceNow Agile Board).

• Experience with ServiceNow modules and platform configuration is a plus.

• Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied. - Basic

• Experience in various project management frameworks such as Agile, Waterfall, and Scrum to effectively plan, execute, and close projects. - Basic

• The ability to systematically identify, document, and manage the technical needs and specifications of a project by engaging with stakeholders and analyzing business objectives to ensure successful project outcomes. - Basic

• Competence in utilizing tools like Jira, Trello, MS Project, or DevOps to plan, track, and manage project progress and resources. - Basic

• Experience in conducting market research, performing competitive analysis, and gathering customer feedback to inform product development and strategy. - Basic

Preferred Skills

• ServiceNow certifications (e.g., CSA, CAD) are a plus.

• Experience in customer service, IT operations, or enterprise service management domains.

• Ability to work independently and collaboratively in a fast-paced, cross-functional environment.

Other Requirements

• 5–7 years in product management, preferably with ServiceNow or similar enterprise platforms.

• Bachelor’s degree in Computer Science, Business Administration, or related field.

The estimated annual pay range for this position is $150,000 - $200,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status