Senior Manager, ServiceNow Product Manager

RaceTrac Company Overview

Job Description:

This role is a Senior Manager–level ServiceNow Product Manager with direct people management responsibilities, accountable for the vision, strategy, and delivery of the IT Operations Management (ITOM), IT Asset Management (ITAM), and Integrated Risk Management (IRM) product portfolio. The role ensures these capabilities deliver measurable business value, reduce operational risk, and align to enterprise and regulatory priorities.

Working in close partnership with the Director, this leader helps define the strategic roadmap while remaining actively involved in backlog and user story creation to ensure strategy translates into executable outcomes. The role leads a small team of professionals, sets product management standards, and partners across IT, Security, Risk, Compliance, Infrastructure, and Service Management to drive adoption of ServiceNow best practices and out-of-the-box capabilities.

Duties and Responsibilities:

• Own and evolve the product vision, multi-year roadmap, and lifecycle for ServiceNow ITOM, ITAM, and IRM modules.

• Provide direct people leadership for product staff, including coaching, performance management, and capacity planning.

• Partner with the Director to define strategic direction, investment priorities, and sequencing of initiatives.

• Serve as the primary senior product liaison between business stakeholders, technical teams, and leadership.

• Define and maintain product backlogs, including epics, features, and user stories, ensuring traceability to business outcomes and compliance requirements.

• Balance strategic initiatives, regulatory needs, technical debt, and operational demand through structured prioritization.

• Ensure alignment with ServiceNow platform strategy, best practices, and out-of-the-box functionality, minimizing unnecessary customization.

• Drive adoption of ITOM capabilities including Discovery, Service Mapping, and Operational Intelligence.

• Oversee ITAM capabilities including Hardware Asset Management (HAM), Software Asset Management (SAM), normalization, and lifecycle governance.

• Lead IRM capabilities covering Risk Management, Policy & Compliance, Audit Management, and continuous control monitoring, with explicit alignment to NIST and PCI frameworks.

• Ensure tight integration with ITSM processes (Incident, Change, Problem, Request) and CMDB dependencies.

• Establish, track, and report KPIs and success metrics such as data quality, automation coverage, asset accuracy, risk posture improvement, and audit readiness.

• Participate in governance forums, executive roadmap reviews, and release planning.

• Champion continuous improvement, simplification, and automation across the product portfolio.

• Communicate roadmap progress, dependencies, risks, and mitigation strategies to executive and operational stakeholders.

Work Experience / Education:

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or a related field, or equivalent practical experience.

• 8+ years of experience in Information Technology, Service Management, Risk/Compliance, Asset Management, or platform product roles.

• 4+ years of experience in ServiceNow Product Management, Product Ownership, or Functional Leadership, including people management.

• Strong hands-on knowledge of ServiceNow ITOM, ITAM, and IRM modules in an enterprise environment.

• Demonstrated experience aligning platforms to NIST and PCI compliance requirements.

• Solid understanding of ITSM processes and their interaction with ITOM, ITAM, IRM, and CMDB.

• Experience operating in Agile delivery models and collaborating with distributed teams.

• Experience working with system integrators or outsourced delivery partners is a nice-to-have.

• ServiceNow certifications (CSA, CIS-ITOM, CIS-ITAM, CIS-Risk or Compliance) strongly preferred.

Role-Specific Competencies:

• Product Leadership: Sets clear direction, aligns teams to outcomes, and ensures strategy translates into delivered value.

• People Management: Coaches and develops talent, builds accountable teams, and fosters a culture of ownership.

• Strategic & Tactical Balance: Operates effectively at both roadmap and backlog levels.

• Planning & Prioritization: Balances competing priorities across risk, compliance, operations, and innovation.

• Stakeholder Management: Builds trusted partnerships across IT, Security, Risk, Compliance, and the business.

• Process & Platform Acumen: Understands complex enterprise processes and leverages ServiceNow to simplify and automate them.

• Decision Making: Makes informed trade-offs in complex, regulated environments.

• Executive Communication: Clearly articulates vision, progress, and risk to senior leadership.

Responsibilities:

• Daily interaction with ServiceNow and ITOM configuration management database (CMDB) services in an enterprise product environment.
• Helps maintain the governance, polices, and direction of the CMDB.
• Assists in leading the CMDB discovery, CI relationship vision and roadmap.
• Maintains the integrity of the CMDB and Discovery processes.
• Responsible for maintaining Discovery application tool within ServiceNow.
• Identify improvements with internal consumers of data whose processes interact with the CMDB.
• Participate in weekly Change Management meeting to ensure CMDB data is part of all changes and is driving positive Change Management.

Qualifications:

• Bachelor’s degree in Information Systems, Computer Science, Engineering, Business, or a related field, or equivalent practical experience.
• 8+ years of experience in Information Technology, Service Management, Risk/Compliance, Asset Management, or platform product roles.
• 4+ years of experience in ServiceNow Product Management, Product Ownership, or Functional Leadership, including people management.
• Strong hands-on knowledge of ServiceNow ITOM, ITAM, and IRM modules in an enterprise environment.
• Demonstrated experience aligning platforms to NIST and PCI compliance requirements.
• Solid understanding of ITSM processes and their interaction with ITOM, ITAM, IRM, and CMDB.
• Experience operating in Agile delivery models and collaborating with distributed teams.
• Experience working with system integrators or outsourced delivery partners is a nice-to-have.
• ServiceNow certifications (CSA, CIS-ITOM, CIS-ITAM, CIS-Risk or Compliance) strongly preferred.

All qualified applicants will receive consideration for employment with RaceTrac without regard to their race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.