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Senior Principal Product Manager – Customer Service Management

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
 
We're looking for people who are ready to roll up their sleeves and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
 
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

    This position reports to: Director, Product Management

    ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. ServiceNow is the fastest growing enterprise software company, with an enviable growth rate.

    We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

    The Opportunity

    ServiceNow's Customer Workflow Products are transforming the delivery of digitally enhanced services and support to customers. We are enabling companies to offer effortless, proactive and predictive services to customers on a single platform connecting the entire organization. The team is seeking a Product Manager to define and build new applications for Customer Experience and Engagement use cases on ServiceNow's best-in-class cloud platform.

    Product managers operate at the intersection of customer experience design, technology development and creating revenue generating opportunities. Thus, the role requires a unique blend of skills.

    • Research beyond the stated requirements to be able to reframe the problem and drive innovation
    • Represent the customer's voice to the technology and user experience design team, even when there is ambiguity
    • Drive execution and handle multiple tasks simultaneously with efficiency and effectiveness
    • Influence teams through vision and passion to deliver on aggressive timelines
    •  Strive for perfection and set a high bar for quality in experience design and technology

    Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.

    What you get to do in this role:

    As a Senior Principal Product Manager, you will be an individual contributor in the ServiceNow Customer Service Management business unit, and you will

    • Shape the product strategy and vision and deliver solutions
    • Provide thought leadership for the domains and products that you own
    • Create compelling market validated use cases & lead ideation
    • Interact with enterprise stakeholders, end-users and prospects to co-innovate and test the requirements
    • Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
    • Own and drive the execution of your Product's roadmap to take the product to market
    • Manage multiple products/features simultaneously
    • Champion for your products both externally and internally
    • Effectively work with Sales, Marketing, Services, Support, Development, Design and other ServiceNow organizations & Partners
    •  


    Qualifications

    To be successful in this role you have:

    •  7+ years of experience in roles such as Product Management or Product Strategy
    • Relevant experience in the domains such as Customer Service, Omnichannel, Mobile Messaging, Self-Service, Knowledge Management and Mobile Applications
    • Relevant experience in building customer facing experiences like portals, mobile messaging and social engagement solutions
    • Working knowledge of modern development platforms and languages – Java, JavaScript, relational databases and SQL, AJAX, JSON, XML, SOAP, REST, React and associated frameworks
    • Experience with Enterprise Cloud solutions, and CRM domain expertise is very desirable
    • Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
    • Experience in Development/Functional Consulting functions is helpful
    • Experience in building and promoting business cases
    • Experience in iterative software delivery methodologies
    • Excellent written and verbal communication skills
    • Strong leadership and mentoring skills
    • High energy, self-starter with an aptitude for learning new technologies
    • Exceptional debugging, testing, and problem-solving skills
    • Ability to quickly shift focus and manage/coordinate multiple projects


    Additional Information

    ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

    If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

    For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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    Technology we use

    • Engineering
      • JavaLanguages
      • JavascriptLanguages
      • ReactLibraries
      • Node.jsFrameworks
      • MariaDBDatabases
      • MongoDBDatabases
      • MySQLDatabases
      • PostgreSQLDatabases

    Location

    176 N Racine Ave, Chicago, IL 60607

    An Insider's view of ServiceNow

    What’s the vibe like in the office?

    The culture at this company is to take people's uniqueness, their superpowers — who they are at their core — and figure out how to raise them up for their benefit and the company's benefit.

    Christine

    Vice President of AMS Solution Consulting

    What does your typical day look like?

    If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

    Viviana

    Senior Machine Learning Engineer

    How does the company support your career growth?

    My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

    Alexander

    Diversity and Inclusion Analyst

    How do your team's ideas influence the company's direction?

    In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

    Pat

    Chief Technology Officer

    What does career growth look like on your team?

    Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

    Vanessa

    President, ServiceNow.org

    What are ServiceNow Perks + Benefits

    ServiceNow Benefits Overview

    We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

    Culture
    Volunteer in local community
    Open door policy
    Open office floor plan
    Flexible work schedule
    Remote work program
    Diversity
    Documented equal pay policy
    Dedicated diversity and inclusion staff
    Mandated unconscious bias training
    Diversity manifesto
    Mean gender pay gap below 10%
    Diversity employee resource groups
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    Dental insurance
    Vision insurance
    Health insurance
    Life insurance
    Wellness programs
    Financial & Retirement
    401(K)
    401(K) matching
    Company equity
    Employee stock purchase plan
    Performance bonus
    Charitable contribution matching
    Child Care & Parental Leave Benefits
    Childcare benefits
    Generous parental leave
    Family medical leave
    Adoption Assistance
    Vacation & Time Off Benefits
    Unlimited vacation policy
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Office Perks
    Commuter benefits
    Company-sponsored outings
    Free snacks and drinks
    Company-sponsored happy hours
    Onsite office parking
    Onsite gym
    Professional Development Benefits
    Tuition reimbursement
    Lunch and learns
    Promote from within
    Mentorship program
    Online course subscriptions available

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