Product Manager, Digital Experience & Product

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we’re proud to be one of FORTUNE’s 100 Best Companies to Work For® and World’s Most Admired Companies® 2022.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description:

What you get to do in this role:

  • Establish digital product vision & strategy
  • Define roadmap, requirements & success metrics
  • Develop, test, and iterate innovative ideas through experiments
  • Develop and nurture strong internal and external partnerships
  • Understand how customers are using the digital product, their pain points and opportunities for improvement
  • Responsible for E2E product lifecycle management, including Planning, Discovery, Analysis and Strategy, Design, Development, Launch, Testing, and Maintenance

Design, Development, Launch, and Testing:

  • Create product/feature plans including acceptance criteria, use cases, timelines, comms & project plans, success metrics, etc.
  • Lead scrum team collaboration throughout the product life-cycle; track schedules, status, risks, dependencies, help identify and resolve issues
  • Manage priority of dev and content design scrum team backlogs; work with other PMs to prioritize work for the backlog
  • Manage content production, including ticket creation for authoring doc, content lists, content readiness, SEO, Accessibility, analytics reporting, UAT / QA, publishing, etc.
  • Post launch manage data monitoring, experience iterations and stakeholder feedback loop
  • Develop an experimentation plan to test, learn and iterate

Maintenance, Success metrics, and Optimization:

  • Define key product success metrics and ensure they are instrumented & reviewed
  • Know top 3-5 audiences intimately, their specific use cases and their connection to various Bus
  • Understand use cases by BU to better serve internal customers
  • Understand how visitors are using the digital product, their pain points and opportunities for improvement
  • Conduct on-going analysis using competitive, quantitative and qualitative data
  • Iterate, test, and improve against established KPIs

Communication and Enablement:

  • Establish and maintain relationships with other Product Managers to evaluate and manage dependencies
  • Create and maintain documentation – product area lifecycle management guidelines (update cadence / thresholds, etc), product strategy overviews, stakeholders, KPIs, etc.
  • Develop and execute comprehensive communication plans, including release notes and wins
  • Manage the feedback loop from leadership, internal and external stakeholder teams
  • Manage and ensure stakeholders are informed of guidelines at regular increments

Qualifications:

To be successful in this role you have:

  • Minimum 8 – 10 years of experience working as a Product Manager in a B2B enterprise software environment.
  • CSM experience (does not have to be ServiceNow, could be a ServiceNow competitor product) but CSM industry experience is essential.
  • Understand the bigger picture. Its fine being technical but you have to understand the business implications of your decisions. E.g. explain the value of what needs to happen to a VP/CIO
  • Self starter and disciplined
  • Work with diverse group of people to drive to a common business outcome.  We have to play the role of mediator / facilitator etc between product, sales, expert services etc
  • Experience in a Professional Services environment engaging with executive stakeholders, Architects and extended program teams
  • Ability to learn technology quickly through instruction and self-training
  • Ability to work in an international, fast-growing environment
  • Ability to travel up to 10% of the time


This job offer was originally published on Jobicy

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September 19, 2022

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