Senior Product Manager - ServiceNow Portfolio

Drive continuous improvement of ServiceNow portfolio product management practices within D&IT Business Systems.

Responsibilities

• Own the ServiceNow portfolio product management discipline, including intake, prioritization, roadmap governance, release management guardrails, stakeholder rhythm, and executive visibility.
• Define portfolio standards and expectations for roadmap management, backlog health, intake readiness, user story quality, value measurement, release readiness, and stakeholder decision-making.
• Introduce and operationalize product management tools, templates, and routines aligned to D&IT Product Management ways of working.
• Partner with D&IT Product Management leadership for mentorship, coaching, and practice alignment.
• Delegate and guide tactical execution to the Product Owner, while maintaining accountability for portfolio-level process and the decision framework.
• Own and maintain an integrated ServiceNow portfolio roadmap across capability areas, ensuring business strategy, platform health, enterprise priorities, and delivery capacity are visible in a single decision view.
• Translate platform strategy, maturity goals, and roadmap priorities into structured product work.
• Ensure roadmap alignment to ServiceNow platform strategy, the governance model, Digital Product Operating Model (DPOM) principles, and measurable business outcomes.
• Partner with the Director of D&IT Business Systems and Product Leads to identify dependencies, sequencing risks, and priority conflicts.
• Maintain visibility into roadmap status, assumptions, blockers, and decision points.
• Define the portfolio release management approach, including release readiness criteria, sequencing logic, decision gates, stakeholder communications, adoption checkpoints, and post-release value review.
• Own the portfolio prioritization model and backlog governance standards, with the Product Owner responsible for day-to-day backlog grooming and readiness.
• Partner with Product Leads to ensure backlog items are clear, actionable, and aligned to business value, risk reduction, platform health, and strategic priorities.
• Set Definition of Ready expectations for refinement, including business need, value statement, acceptance criteria, dependencies, risk, UX impact, release consideration, and measurable outcome.
• Own value-based prioritization decisions and facilitate trade-offs across business value, risk reduction, platform sustainability, user experience, compliance, and delivery capacity.
• Identify duplicate, stale, unclear, or low-value backlog items and recommend disposition for review with the appropriate Product Owner.
• Define standards for translating business needs into clear, structured requirements and user stories, with tactical drafting and refinement led by the Product Owner.
• Account for consistent quality expectations across business context, acceptance criteria, value rationale, dependencies, release impact, UX expectations, and measurable outcomes.
• Collaborate with business stakeholders, Product Leads, architects, developers, and analysts to clarify requirements before work enters delivery.
• Improve user story consistency and refinement discipline across the ServiceNow portfolio, reducing ambiguity between business intent, platform design, and delivery execution.
• Partner closely with architecture, platform engineering, and cybersecurity teams to ensure roadmaps include investments improving:
  • Security posture and compliance
  • System reliability, resilience, and maintainability
  • Scalability and performance aligned to future demand
• Balance near-term feature delivery with foundational quality investments required by DPOM’s “Secure, Resilient & Scalable” principle.
• Create a portfolio operating cadence that reduces ambiguity, accelerates decisions, and keeps tactical execution aligned without taking over day-to-day backlog work.
• Own executive-ready materials for roadmap reviews, prioritization forums, release planning, investment decisions, governance checkpoints, and value realization updates.
• Track open items, decisions, dependencies, risks, and follow-ups across product workstreams.
• Chair or enable portfolio-level product rituals where strategic decisions, trade-offs, release sequencing, and stakeholder commitments are visible.
• Maintain product documentation and ensure decisions are captured and communicated clearly.
• Account for stakeholder management across the portfolio, including engagement cadence, expectation setting, prioritization transparency, and decision escalation.
• Help stakeholders understand how requests move through intake, prioritization, governance, and delivery.
• Support cross-functional alignment between D&IT Business Systems, Digital Products, security/risk stakeholders, ITSM stakeholders, portfolio stakeholders, and delivery teams.
• Escalate unresolved prioritization conflicts or decision needs to the Director of D&IT Business Systems.
• Ensure stakeholder input is captured in a structured way to support informed decision-making.
• Ensure product inputs into the ServiceNow governance model include prioritization rationale, roadmap implications, release readiness, value hypotheses, risk considerations, and decision options.
• Ensure work routes through appropriate governance paths and does not bypass established intake or prioritization practices.
• Reinforce distinctions between product management, capability ownership, technical design, and delivery execution.
• Support dashboarding, reporting, and executive visibility tied to roadmap progress, backlog health, and product maturity.
• Define and own the portfolio-level metrics model covering progress, value, adoption, backlog health, release readiness, user experience, platform sustainability, and risk reduction.
• Support reporting connecting work to business outcomes, platform maturity, operational efficiency, user experience, risk reduction, and modernization goals.
• Partner with Product Owner to ensure KPI and value realization reporting is consistent across domains.
• Own executive-ready product updates, including decisions needed, trade-offs, risks, blockers, dependencies, and measurable outcomes.

Requirements

• Operate across multiple ServiceNow domains.
• Bring clarity to ambiguous needs.
• Translate strategy into executable work.
• Lead adoption of D&IT’s Digital Product Operating Model (DPOM) ways of working.
• Ensure application investments are intentionally selected, objectively prioritized, architecturally sound, and continuously measured to deliver enduring business value (not one-off project outputs).

Tools & Technologies

• ServiceNow
• Digital Product Operating Model (DPOM)

Location

• Onsite in Overland Park, KS or Cary, NC

Compensation: USD 90 per hourly