Technical Product Manager (ServiceNow)

We are looking for a results-driven Technical Product Manager specializing in ServiceNow. In this hybrid role, you will act as the strategic architect for case management scoped applications—owning the vision for case intake, routing, and end-to-end orchestration.

Beyond product strategy, you will serve as the team’s Agile Facilitator, leading Scrum ceremonies and ensuring the delivery of digitized, automated workflows within a high-stakes, regulated financial environment.

• Product Vision & Strategy: Own the roadmap for ServiceNow CSM/FSO scoped applications, transforming complex business requirements into scalable, automated case management solutions.
• Workflow Orchestration: Define and optimize the lifecycle of case management, including automated assignment, intelligent routing, SLA/entitlement management, and resolution workflows.
• Agile Leadership: Act as the Scrum Master/Agilist for the development team; facilitate daily stand-ups, sprint planning, reviews, and retrospectives to ensure high-velocity delivery.
• Backlog Management: Author high-quality user stories and clear acceptance criteria, prioritizing the backlog based on business value and regulatory compliance.
• Stakeholder Partnership: Act as the bridge between technical platform engineers and business operations, translating complex technical capabilities into tangible business outcomes.

Required Skills & Qualifications

• ServiceNow Expertise: 3–5+ years of experience as a Product Manager, Product Owner, or Platform Manager specifically within ServiceNow CSM and/or FSO environments.
• Domain Knowledge: Deep familiarity with FSO scoped applications (e.g., Loan Ops, Card Ops, Payment Ops.
• Case Management Lifecycle: Proven track record in designing case creation, prioritization, and entitlement-driven workflows.
• Agile Proficiency: Hands-on experience facilitating Scrum ceremonies and coaching teams on Scrum, Kanban, or SAFe frameworks.
• Financial Services Acumen: Experience navigating the requirements of a regulated enterprise environment.

• Primary Skill: Product Ownership (Roadmapping, ROI analysis, Backlog Grooming).
• Secondary Skill: Agile Methodology (Scrum Master, process coaching).
• Communication: Exceptional ability to influence stakeholders and simplify technical jargon for business audiences.

• Certifications:
• ServiceNow: CSA, CIS-CSM, CIS-FSO, or Certified Application Developer (CAD).
• Agile: CSM, CSPO, SAFe PO/PM, PSM, or PSPO.
• Advanced AI Features: Experience with Now Assist, Virtual Agent, Predictive Intelligence, or AI Agents.
• Data Architecture: Familiarity with the Common Service Data Model (CSDM) and Financial Services Data Model.
• Integration & Migration: Experience with Integration Hub, Scripted REST APIs, or migrating legacy tools to ServiceNow.
• Optimization: Background in Lean Six Sigma or continuous process improvement.

• Primary Skill: Product Ownership
• Secondary Skill: Agile
• Industry Focus: Financial Services / Regulated Enterprise
• Work Environment: Collaborative, fast-paced, and automation-centric.