Technical Product Manager (ServiceNow CSM)
Private Advertiser Makati Full-time
Qualifications:
- Bachelor's Degree in Computer Science/Information Technology, Engineering (Computer/Telecommunication) or equivalent
- Must be amenable to work on Night shift
- Must be amenable to work in Makati City
- Must be amenable to work in a hybrid setup (2x a week onsite)
- 3–5+ years as a Product Manager, Product Owner, or Platform Manager in a ServiceNow CSM and/or FSO environment
- Demonstrate experience with case management lifecycle such as case creation, assignment, routing, prioritization, SLA/entitlement management, and resolution workflows
- Hands-on experience facilitating Scrum ceremonies and coaching agile teams (Scrum Master, Agilist, or equivalent).
- Strong understanding of agile frameworks (Scrum, Kanban, SAFe) and when/how to apply them
- Experience writing user stories, defining acceptance criteria, and prioritizing based on business value in a regulated financial services environment
- Familiarity with ServiceNow FSO scoped applications
- Excellent stakeholder management with an ability to translate between technical platform teams and business operations audiences
Other Qualifications (nice-to-have/advantage):
- ServiceNow certifications: CSA, CIS-CSM, CIS-FSO, or Certified Application Developer
- Agile certifications: CSM, CSPO, SAFe PO/PM, PSM, or PSPO
- Experience with ServiceNow AI capabilities: Now Assist, Virtual Agent, Predictive Intelligence, AI Agents
- Familiarity with Common Service Data Model (CSDM), Financial Services Data Model, and integration patterns (Scripted REST APIs, Integration Hub, Service Exchange)
- Experience migrating from legacy tools to ServiceNow case management
- Background in Lean Six Sigma, process optimization, or continuous improvement methodologies
Duties & Responsibilities:
- Own the product vision, roadmap, and backlog for ServiceNow CSM/FSO case management solutions, ensuring alignment with business and operational objectives
- Gather, analyze, and translate business requirements into user stories, acceptance criteria, and prioritized product enhancements
- Drive the design and optimization of case management processes, including case intake, routing, assignment, prioritization, SLA management, and resolution workflows
- Facilitate Agile ceremonies such as sprint planning, backlog refinement, daily stand-ups, sprint reviews, and retrospectives
- Collaborate with business stakeholders, operations teams, and technical teams to deliver scalable and compliant ServiceNow solutions
- Prioritize product initiatives based on business value, customer impact, regulatory requirements, and operational efficiency
- Lead workflow automation and process improvement initiatives within financial services operations
- Monitor product performance, manage stakeholder expectations, and ensure successful delivery of product enhancements and releases
- Support ServiceNow platform integrations, AI-enabled capabilities, and migration initiatives from legacy case management systems
Nityo InfotechMakati
Location: Makati
Schedule: Night Shift - 9pm to 6am or 10pm to 7am
Work setup: Hybrid (at least 2x a week onsite)
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