Job type full-time temporarily remote (covid-19)
Full job description
At servicenow, our technology makes the world work for everyone, and our people make it possibleWe move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communitiesBy joining servicenow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuityWe 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 possibleWe dream big together, supporting each other to make our individual and collective dreams come trueThe 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 on the 2021 list of fortune world`s most admired companies®.
Learn more on life at now blog and hear from our employees about their experiences working at servicenow.
Servicenow’s customer service management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected mannerWe are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end usersOur customers span across industries and our goal is to build horizontal customer engagement capabilities that plug-n-play and adapt to needs of the domainsThe team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies, and help us deliver best of breed engagement solutions.
We are executing on a holistic customer engagement strategy to deliver best in class experience for end usersWe want to continue our journey in mobile messaging and self-service space to deliver truly world-class, consumer grade omnichannel experience on customer’s channel of choiceAs the product manager for this topic, you will be responsible for delivering capabilities for customers and agents on messaging channelsYou will be working closely with other pms within the customer engagement product and the broader servicenow workflows.
Product managers operate at the intersection of market opportunity, customer experience design, technology development and delivering value to our customersThus, the role requires a unique blend of skills
Research on the given problem and capture requirements in clearly articulated product definition documents that also serve as the foundation for downstream enablement activities
Represent the customer`s voice to the technology and user experience design team in the form of well documented epics and stories
Balance strategy with execution – maintain the roadmap for your products, while maintaining a continuous backlog to get new features out the door.
Influence teams through vision and passion to deliver on timelines that help us compete
Strive for perfection and set a high bar for quality in experience design and technology
Product managers at servicenow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
What you get to do in this role
Translate product strategy into product capabilities and manage them from concept to delivery
Create compelling market validated use cases & lead ideation
Collaborate with researchers and designers on defining and testing innovative ideas
Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements
Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
Create feature plans for each release, including acceptance criteria, use cases, etc.
Collaborate with engineering on release management, understand status, risks, dependencies and help address risks and resolve issues
Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
Effectively work with sales, marketing, services, support for enablement to ensure successful release and customer adoption
Collaborate with the central pricing team and provide recommendations to the pricing committee on the product’s pricing and packaging
Implement packaging definitions in the product and build necessary license
Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.
To be successful in this role you have:
10+ years of overall experience with 5+ years of product management experience in defining, launching, and growing enterprise or saas products in an agile technology organization
Deep understanding of customer service domain, specifically in omni-channel customer engagement, self-service workflows and processes.
Strong understanding of messaging platforms (sms, whatsapp, etc) for b2c and b2b customer serviceExperience in social space is a big plus.
Demonstrated experience in collaborating with research, ux, engineering and facilitating brainstorming sessions to arrive at a solution
Strong user experience/design sense, with a record of building great products
Experience in working directly with customers, sales, and engineering, preferably in north america or europe
Excellent written and oral communication skills, including experience presenting to executive leadership
High energy, self-starter with an aptitude for learning new technologies
Strong customer focus, stakeholder empathy, inclusive approach towards team members and growth mindset
Servicenow is an equal employment opportunity employerAll qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
All new employees hired in the united states are required to be fully vaccinated against covid-19, subject to such exceptions as required by lawIf hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start dateVisit our candidate faq page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at firstname.lastname@example.org for assistance.
For positions requiring access to technical data subject to export control regulations, including export administration regulations (ear), servicenow may have to obtain export licensing approval from the u.sGovernment for certain individualsAll employment is contingent upon servicenow obtaining any export license or other approval that may be required by the u.sGovernment.
Please note: fraudulent job postings/job scams are increasingly commonClick here to learn what to watch out for and how to protect yourselfAll genuine servicenow job postings can be found through the servicenow careers site.
Work personas are categories that are assigned to employees depending on the nature of their workEmployees will fall into one of three categories: remote, flexible or required in office.
Required in office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a servicenow-affiliated officeThis persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a servicenow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week)Flexible employees may choose to work the remaining working time from their workplace location or homeFlexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a servicenow workplace and is not contracted or aligned to a servicenow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their homeRemote employees are required to work within their state, province, region, or country of employment.
Posted 30+ days ago