We are seeking a Principal Product Manager to lead product strategy and capability evolution for our ServiceNow platform. This role owns the end-to-end platform product vision, roadmap, and AI acceleration—driving measurable business impact by enabling value streams through scalable, reusable capabilities.
This is a high-ownership, high-impact role requiring a strong blend of product thinking, ServiceNow platform depth, and entrepreneurial execution. You will operate as a force multiplier—accelerating innovation, enabling reuse, and driving rapid experimentation to unlock value across the enterprise.
Core Competencies (What We Are Looking For)
Thinks in capabilities, not features
Balances short-term wins vs. long-term platform scalability
Ecosystem + trade-off mindset: Consistently balances value stream needs, market needs, engineering constraints, and tech debt, and makes clear calls on what should be standardized as a platform capability vs. left to tenant-level flexibility.
Evidence-driven bets (not opinions): Uses research, user feedback, and outcome metrics to frame hypotheses, define success measures, and decide whether to stop, iterate, or scale platform capabilities based on adoption/impact signals.
Brings a strong technical foundation on the ServiceNow platform, not just functional familiarity
Understands architecture patterns, integration models, data flows, and performance considerations
Able to challenge engineering decisions constructively and drive the right platform design choices
Clearly differentiates between configuration, customization, and platform extensibility trade-offs
Curious, proactive, and constantly exploring new possibilities
Operates with a "build-test-learn-scale" mindset
Strong bias for action — gets things done
Delivers measurable impact, not just outputs
Understands ecosystem dynamics, reuse, and developer experience
Builds for scale, extensibility, and adoption
Comfortable with ambiguity and failure
Drives rapid prototyping and data-driven decision making
Key Responsibilities
Define and drive the ServiceNow platform product vision, roadmap, and strategy aligned to enterprise priorities and value streams
Translate business needs into scalable, reusable platform capabilities (common services)
Establish a clear capability model and product taxonomy for ServiceNow platform services
Partner with value streams to understand business needs and map them to ServiceNow-native capabilities
Identify opportunities to reuse, standardize, and scale platform services across tenants
Enable faster delivery velocity by promoting platform-first development and reducing duplication
Drive a culture of rapid experimentation, prototyping, and iterative learning
Establish MVP-first approach: prove value quickly, scale what works, and fail fast when needed
Leverage ServiceNow capabilities (GenAI, workflows, app engine) to create quick prototypes and PoCs
Own the complete product lifecycle:
Opportunity identification
Business case development
Drive agile execution in partnership with engineering, operations, and platform teams
Track product performance and optimize based on adoption, efficiency, and impact
Establish and enforce platform governance, standards, and reusable design patterns
Balance innovation with control (compliance, security, scalability, and upgradeability)
Partner with engineering to drive clean core, modular architecture, and API-first design
Serve as the single-threaded product leader for ServiceNow platform capabilities
Drive alignment across business stakeholders, engineering, architecture, and operations teams
Communicate effectively with senior leadership on strategy, trade-offs, and impact
Required Qualifications
Bachelors degree required, preferably in Information Systems.
10–15+ years in Product Management, Platform Product Management, with a strong understanding of Service Now
Deep expertise in ServiceNow platform (ITSM, ITOM, CMDB, workflows, App Engine, integrations)
Strong understanding of enterprise integration and platform ecosystems
Proven ability to map business needs to platform capabilities and drive adoption at scale
Demonstrated experience in driving product strategy, roadmap, and execution end-to-end
Success Metrics
Adoption of ServiceNow platform capabilities across value streams