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ServiceNow Product Manager
Jones Lang LaSalle Americas, Inc.. Own end-to-end product strategy and multi-year roadmap for JLL's ServiceNow platform .
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Own end-to-end product strategy and multi-year roadmap for JLL's ServiceNow platform
- Translate ESM operating model and business demand into a prioritized platform roadmap
- Maintain the platform product backlog and coordinate roadmap priorities with engineering delivery
- Build business cases and secure leadership buy-in for platform investments, module additions, and multi-year initiatives
- Manage ServiceNow licenses, modules, consumption, utilization, and entitlements
- Define and report business-outcome metrics including adoption, self-service deflection, automation coverage, and cost avoidance
- Partner with ESM process owners on data governance, change, and release alignment
- Own platform governance standards for configuration, customization, and technical debt
- Evaluate vendor AI and agentic capability claims and guide platform investment decisions
- Own the roadmap for ServiceNow AI Agent Studio, AI Agent Orchestrator, and Now Assist
- Ensure AI-enabled features use guardrails, human-in-the-loop controls, and appropriate auditability
- Partner with Corporate Systems and business stakeholders on enterprise platform usage
- Communicate platform strategy, roadmap, and value to ESM leadership, the ESM Steering Committee, and business stakeholders
Requirements
What you’ll need- 8+ years of product management experience
- 4+ years owning strategy and roadmap for an enterprise SaaS platform at a large, matrixed enterprise
- Experience prioritizing shared platform roadmaps across competing business and IT stakeholder groups
- Experience owning software license and consumption management, including ROI/value cases
- Familiarity with ServiceNow product portfolio: ITSM, CSM, ITOM/Discovery, App Engine, NOW Assist
- 6+ years of ITSM experience in a large, matrixed enterprise
- Working fluency in ITIL 4 practices: Incident, Problem, Change Enablement, Request Fulfillment, Service Configuration Management
- Hands-on record using AI or agentic AI to modernize a ServiceNow or ITSM platform
- Judgment adapting platform-staffing and governance frameworks to organizational scale, adoption stage, and risk profile
- Strong stakeholder management, facilitation, and executive communication skills
- Experience in cross-functional, multi-vendor environments in a Fortune 200-scale organization
- ServiceNow Certified System Administrator (CSA) required
- ServiceNow Certified Implementation Specialist (CIS) strongly preferred
- ITIL 4 Foundation preferred
- Recognized product management credential preferred
- Must be authorized to work in the United States without sponsorship
Benefits
Comp & perks- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay
- Supportive culture and comprehensive benefits package prioritizing mental, physical and emotional health