ServiceNow Technical Product Manager

The posting

Technical Product Manager, ServiceNow

Ecolab is seeking an experienced Technical Product Manager to lead the ServiceNow product roadmap for GBS+ and the enterprise functions it supports.

GBS+ uses ServiceNow to manage cases, requests, approvals, tasks, service commitments, and operational workflows across Finance, Procurement, Supply Chain, Legal, and other shared-services functions. As the product continues to expand, we need a leader who can bring these areas together around a consistent case-management model without forcing every function into the same process.

You will serve as the technical product owner for GBS+ capabilities built primarily on ServiceNow Customer Service Management. You will work with business product managers, process owners, Architecture, Engineering, UX, Data, Enterprise AI, QA, Delivery, and Operations to shape the roadmap and turn business needs into practical platform capabilities.

This role requires strong CSM knowledge and sound product judgment. You should be able to recognize when a request fits within native ServiceNow capabilities, when an existing pattern should be reused, and when a proposed solution creates unnecessary customization or long-term support risk.

This is not a project-management or requirements-documentation role. You will own product direction, roadmap priorities, functional decisions, adoption, and product health. You will stay engaged from discovery through delivery, launch, support, and continuous improvement.

Reporting to the Senior Manager of ServiceNow Technical Product Management, this role will help expand GBS+ while keeping it aligned with the broader ServiceNow platform strategy.

What’s in It for You

· Shape the ServiceNow roadmap for GBS+ and enterprise shared services.

· Work across Finance, Legal, Supply Chain, Procurement, and other business functions.

· Lead the expansion of case management, request management, workflow automation, and self-service.

· Partner directly with business service leaders and senior technology stakeholders.

· Create reusable CSM patterns that can scale across functions without creating unnecessary complexity.

· Influence the use of automation, data, analytics, knowledge, search, and AI within shared-services operations.

· Work within a mature ServiceNow platform organization alongside Product, Architecture, Engineering, UX, Enterprise AI, and Operations.

What You Will Do

Own the GBS+ Product Roadmap

· Own and maintain the ServiceNow product roadmap for GBS+ and the shared-services functions it supports.

· Work with business product managers, process owners, and service leaders to understand priorities, pain points, and expected outcomes.

· Turn business priorities into product capabilities, release plans, and a focused backlog.

· Maintain a clear view of committed work, new demand, dependencies, constraints, and risks.

· Balance the needs of individual functions with opportunities to build common capabilities across GBS+.

· Make clear recommendations on scope, sequencing, platform fit, and investment priorities.

· Keep the roadmap aligned with the broader ServiceNow strategy, architecture standards, and product direction.

· Communicate decisions, tradeoffs, risks, and expected outcomes in business terms.

Lead Case Management Across GBS+

· Set the product direction for case management across Finance, Legal, Supply Chain, Procurement, and other shared-services functions.

· Establish common approaches for intake, categorization, assignment, routing, approvals, tasks, escalations, notifications, service commitments, resolution, closure, and feedback.

· Decide where teams should use a common case-management pattern and where a real business difference calls for a different approach.

· Prevent separate teams from creating duplicate case types, processes, data structures, or user experiences.

· Guide the design of case types, service definitions, assignment models, work queues, case tasks, entitlements, and SLAs.

· Make sure case-management designs provide clear ownership, traceability, operational visibility, and a consistent requester experience.

· Challenge requests that simply move an email process into ServiceNow without improving the service model.

· Look at the full request-to-resolution experience, not just the form or workflow being built.

Provide Strong CSM Product Leadership

· Serve as the product expert for ServiceNow Customer Service Management across GBS+.

· Guide the effective use of CSM case types, service definitions, workspaces, assignment, routing, entitlements, SLAs, knowledge, communications, and reporting.

· Evaluate requirements against native ServiceNow and CSM capabilities before supporting customization.

· Identify where existing CSM configurations and shared components can be reused or extended.

· Work with Architecture and Engineering when a requirement affects the CSM data model, security, integrations, performance, or support model.

· Stay current on relevant ServiceNow releases and bring practical recommendations into the roadmap.

· Manage the lifecycle of CSM capabilities, including introduction, adoption, enhancement, standardization, consolidation, and retirement.

· Help the business understand what ServiceNow can support, where tradeoffs exist, and when another solution may be a better fit.

Manage Demand and Backlog Priorities

· Establish a clear intake and evaluation process for GBS+ demand.

· Evaluate requests based on business value, user impact, urgency, strategic alignment, functional fit, dependencies, effort, and long-term support needs.

· Work with the Business Analyst to turn approved demand into clear epics, features, stories, and acceptance criteria.

· Maintain a prioritized backlog that reflects agreed outcomes and available delivery capacity.

· Resolve priority conflicts across functions and provide clear options when alignment cannot be reached.

· Make sure urgent requests do not repeatedly displace higher-value roadmap work without a deliberate decision.

· Identify dependencies on process decisions, data readiness, integrations, security, or operating-model changes.

· Keep stakeholders informed when scope, dependencies, or unresolved decisions affect delivery.

Guide Functional Design

· Lead functional design discussions across business teams, Business Analysis, UX, Architecture, Engineering, QA, Data, Security, and Operations.

· Make sure proposed solutions address the real business problem rather than recreating the current process.

· Review designs for forms, case types, workflows, approvals, routing rules, notifications, workspaces, reports, dashboards, and self-service experiences.

· Keep designs aligned with common GBS+ patterns and broader ServiceNow platform standards.

· Identify unnecessary customization, duplicate functionality, manual handoffs, and avoidable complexity.

· Make sure designs cover exceptions, errors, access, auditability, data ownership, reporting, monitoring, and support.

· Bring Architecture and Engineering into decisions before functional commitments are made.

· Document major product decisions, assumptions, exceptions, and accountable owners.

Improve Intake and Self-Service

· Shape a consistent intake experience for associates, suppliers, customers, and other users requesting GBS+ services.

· Guide the use of portals, forms, email-to-case, service definitions, guided experiences, and conversational channels.

· Reduce reliance on unmanaged mailboxes by moving the right work into structured and measurable ServiceNow processes.

· Make it easy for requesters to find the right service, provide the required information, check status, respond to questions, and understand the resolution.

· Partner with UX to simplify forms, remove unnecessary steps, and improve the end-to-end experience.

· Use knowledge and contextual guidance to improve self-service and reduce avoidable cases.

· Make sure intake experiences account for accessibility, mobile use, regions, languages, and different user groups where needed.

· Use feedback and usage data to identify where intake remains confusing or creates rework.

Drive Product Delivery

· Partner with Delivery, Engineering, Architecture, UX, QA, and the Business Analyst to turn roadmap priorities into executable plans.

· Make sure work enters delivery with a clear outcome, defined scope, functional direction, dependencies, acceptance criteria, and accountable business owner.

· Participate in discovery, estimation, backlog refinement, sprint planning, demonstrations, release planning, and readiness reviews.

· Stay engaged through configuration, development, integration, testing, deployment, and stabilization.

· Make timely product decisions when delivery teams encounter functional questions or tradeoffs.

· Review scope changes and defects to determine whether they are a missed requirement, design issue, product change, or future enhancement.

· Partner with QA and business stakeholders on end-to-end testing and product acceptance.

· Make sure releases are ready for support and include the required documentation, training, communications, and ownership.

Lead Integrations, Data, and Reporting

· Define product requirements for integrations between ServiceNow and ERP, Finance, Procurement, Supply Chain, Legal, data, identity, content, and other enterprise systems.

· Work with Architecture, Engineering, Data, and business owners to clarify system ownership and the right source for business data.

· Make sure integration requirements cover triggers, direction, frequency, validation, reconciliation, errors, monitoring, and support.

· Identify dependencies on master data, organizational structures, suppliers, customers, transactions, services, and user access.

· Raise data issues before they become production workflow or reporting problems.

· Define the business outcomes for dashboards, operational reporting, analytics, and data extracts.

· Make sure product decisions maintain appropriate security, privacy, retention, audit, and compliance controls.

Standardize Service Communications and Measures

· Establish consistent standards for acknowledgements, status updates, requests for information, escalations, resolution notices, closure, and surveys.

· Make sure notifications are clear and useful without overwhelming users.

· Guide the use of templates, event triggers, branding, links, case details, and communication channels.

· Define common service measures across case types, including volume, aging, response, resolution, backlog, SLA performance, rework, and satisfaction.

· Work with service owners to define meaningful commitments and escalation paths.

· Make sure reporting supports both daily operations and leadership visibility.

· Use operational trends to recommend process, product, and experience improvements.

Advance Automation and AI

· Identify opportunities to automate intake, classification, routing, assignments, approvals, follow-up work, status updates, and resolution.

· Partner with Enterprise AI, Architecture, Data, Security, and business leaders to evaluate Now Assist, AI agents, conversational experiences, and other approved capabilities.

· Focus automation and AI on clear outcomes such as reducing manual effort, improving routing, accelerating resolution, and increasing consistency.

· Make sure automated decisions have clear ownership, appropriate controls, transparency, fallback behavior, and human oversight.

· Guide the use of knowledge and case history to support agents and improve response quality.

· Prioritize AI and automation based on value, readiness, risk, and adoption needs.

· Measure whether implemented automation is delivering the expected outcome.

Own Product Health, Adoption, and Value

· Define success measures for GBS+, including adoption, case volume, channel migration, service performance, automation, user experience, and operational outcomes.

· Monitor product usage, case trends, integration failures, backlog, defects, incidents, and stakeholder feedback.

· Determine whether recurring issues require a process change, product enhancement, data correction, training, or operational action.

· Maintain visibility into technical debt, functional debt, unsupported configurations, and lifecycle risks.

· Make sure new capabilities have clear business ownership and adoption plans.

· Review whether delivered capabilities are being used as intended and producing the expected results.

· Recommend consolidation or retirement of duplicate, underused, or unsustainable capabilities.

· Provide business and platform leaders with a straightforward view of product health, risk, value, and improvement priorities.

Build Strong Business and Technology Partnerships

· Serve as the primary ServiceNow product partner for GBS+ and supported shared-services functions.

· Build strong working relationships with Finance, Legal, Supply Chain, Procurement, and other service leaders.

· Help stakeholders understand platform capabilities, product standards, dependencies, and delivery tradeoffs.

· Translate business needs into clear product direction and explain technical considerations in business terms.

· Facilitate decisions when requirements or priorities conflict across functions.

· Challenge proposed solutions when they introduce duplication, customization, or long-term platform risk.

· Stay aligned with the Senior Manager of Technical Product Management and other ServiceNow TPMs.

· Represent GBS+ in platform roadmap, product governance, architecture, experience, and delivery discussions.

Minimum Qualifications

· Bachelor’s degree in Computer Science, Engineering, Information Systems, Business, Finance, Supply Chain, or a related field, or equivalent relevant professional experience.

· 10 or more years of experience in enterprise technology, technical product management, product ownership, platform delivery, or related roles.

· Significant hands-on experience with the ServiceNow platform.

· Strong experience with ServiceNow Customer Service Management and enterprise case-management solutions.

· Experience owning product strategy, roadmaps, demand, priorities, and backlogs for a complex enterprise product.

· Experience working with shared-services or enterprise service-delivery functions such as Finance, Procurement, Supply Chain, Legal, Customer Service, or Operations.

· Strong understanding of case intake, routing, assignment, work queues, tasks, approvals, escalations, SLAs, notifications, knowledge, resolution, and reporting.

· Experience evaluating native platform capabilities against business requirements and proposed custom solutions.

· Experience with enterprise integrations, APIs, data flows, master data, identity, security, and upstream or downstream dependencies.

· Experience working across Product, Business Analysis, UX, Architecture, Engineering, QA, Delivery, Data, Security, and Operations.

· Strong understanding of Agile product delivery, including discovery, backlog refinement, sprint planning, testing, release readiness, and continuous improvement.

· Ability to facilitate decisions across stakeholders with different priorities and levels of technical knowledge.

· Strong communication and stakeholder-management skills, including the ability to influence senior business and technology leaders.

· Experience supporting products used across global or distributed business operations.

· No immigration sponsorship available for this position.

Preferred Qualifications

· ServiceNow Certified System Administrator.

· ServiceNow Certified Application Developer.

· ServiceNow Certified Implementation Specialist in Customer Service Management.

· Direct experience implementing or managing ServiceNow CSM in a large enterprise.

· Experience designing multiple case types and shared case-management patterns on a common ServiceNow platform.

· Experience supporting Global Business Services or multifunction shared-services organizations.

· Experience with Finance operations, Source-to-Pay, Order-to-Cash, Record-to-Report, Supply Chain, Procurement, Legal operations, or service-delivery processes.

· Experience integrating ServiceNow with SAP, JDE, finance platforms, procurement platforms, supply-chain systems, legal systems, or enterprise data platforms.

· Experience with email-to-case, Advanced Work Assignment, ServiceNow workspaces, SLAs, surveys, knowledge management, portals, and operational analytics.

· Experience with Now Assist, AI-enabled case management, Virtual Agent, enterprise search, or intelligent workflow automation.

· Product-management, product-ownership, Agile, or ITIL certification.

· Experience leading process standardization, mailbox migration, workflow transformation, or shared-services modernization.