ServiceNow Product Manager & Administrator

Purpose: As a ServiceNow Product Manager/Administrator, you will play a pivotal role in optimizing and managing our ServiceNow platform to meet the evolving needs of our organization. You will be responsible for defining and executing the product vision, managing the product backlog, and ensuring that solutions align with business objectives; all while closely monitoring market trends and competitor analysis to ensure continuous improvement throughout the product lifecycle. Your technical expertise will be crucial in configuring and maintaining the platform, troubleshooting issues, and ensuring smooth transitions during upgrades and enhancements.

Essential Functions:

• Focused Strategy and Vision: Owns the product vision and roadmap. Executes a comprehensive product strategy that aligns the ServiceNow roadmap with organizational goals by prioritizing features and improvements that drive the most value.
• Effective Stakeholder Engagement: This role serves as a bridge between Technology teams and business units. Collaborate with stakeholders to gather requirements and understand business needs. Prioritize and ensure that user needs are accurately represented in platform enhancements that align with overall business objectives.
• User Collaboration: Facilitate User Acceptance Testing and create and execute user training plans.
• Maximized ROI: Continuous platform oversight to ensure resources are used efficiently, reducing duplication of efforts and aligning development with strategic priorities. Actively manage the product lifecycle by continually identifying opportunities that maximize the ServiceNow platform value.
• Risk Mitigation: Possess a deep understanding of the ServiceNow environment and can preemptively identify potential challenges, streamline workflows, and reduce the risk of system disruptions.
• System Configuration: Configure and maintain the ServiceNow platform to meet business needs.
• Performance Monitoring: Monitor system performance, identify bottlenecks, and optimize configurations for improved efficiency.
• Compliance and Security: Ensure the platform complies with security policies and regulations.
• User Management: Manage user permissions, roles, and access controls.
• Training and Support:  Provide training to end users on how to effectively use ServiceNow features.
• Incident and Problem Resolution: Address system issues, troubleshoot errors, and ensure timely resolution of incidents.
• Demonstrate the standards and principles of the Five Star Bank experience in every interaction with internal and external customers, associates, and stakeholders.   Incorporate the high-performance behaviors of teamwork, leading by example, and service in every facet of work.

Job Related Qualifications:

Required:

• Education: Bachelor’s Degree in Computer Science, Business, or related field.
• Prior Experience:5+ years of experience as a product manager, managing full product lifecycle from ideation to launch with ongoing iteration.
  1. Proven track record working with enterprise-level customers and understanding their complex business needs.
  2. Familiarity with Software-as-a-Service (SaaS) product development and delivery, including cloud-based technologies.
  3. Experience defining product vision, creating detailed roadmaps, and prioritizing features based on business objectives.
• Licenses or Accreditation: Certifications in ServiceNow, product management, or a related field.

Competencies:

• Technical Knowledge: Profound understanding of ServiceNow platform capabilities, architecture, and integration capabilities.  Knowledge of ITSM, system management, help desk policies and workflows.
• Product Management: Familiarity with product management principles, including roadmap development, backlog management, and prioritization.
• Stakeholder Management: Excellent interpersonal and communication skills to engage, persuade, and manage stakeholders at various levels within the organization.
• Problem-Solving: Ability to quickly understand complex issues and develop practical solutions.
• Strong analytical skills and data-driven decision making.
• Excellent communication and presentation skills.
• Able to prioritize and manage complex projects.
• Agile Methodologies: Experience working in agile environments and proficiency in using agile tools and frameworks like Scrum or Kanban.
• Business Acumen: Understanding of business processes and the ability to translate business requirements into technical specifications.

Physical Requirements:

• Able to regularly sit for prolonged periods of time.
• Able to travel:
  1. Occasionally
• Extensive computer usage is required.
• Ability to work:
  1. Evenings
     9. Occasionally
  2. Weekends
     1. Occasionally

Benefits:

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long-Term Disability, and Short-Term Disability
• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity & Personal Accident
• Tuition Reimbursement
• Employee Referral Program
• Wellness Reimbursement Program
• Star Volunteer Program
• Employee Banking and Financial Perks
• Flexible Hybrid Work Schedule
• Paid Time Off (PTO)
• Company Paid Holidays

This job description is not exhaustive.  The ServiceNow Product Manager and Administrator may be required to perform other duties as assigned.  The expected rate of pay for this position is shown above.   Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained.   Market and organizational factors are also considered.  In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.