[Hiring] Principal Product Manager | ESM Solutions | Commercial Markets @ServiceNow

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

A Principal Product Manager and Solution Owner at ServiceNow ensures that Solutions, products that span the existing BU structure, are a cohesive, integrated experience across the existing BU products. The Solution Owner drives cross-product strategy, interoperability, and go-to-market readiness - filling critical gaps that currently risk long-term offering success. ESM Solution Owner Role Overview The ESM (Enterprise Service Management) Solution Owner drives the strategic direction and integration of ESM, which spans Core IT, Core Business Services (CBS), Deploy & Admin, and CRM . The initial effort is focused on delivering an ASM solution for the commercial market. This role ensures seamless interoperability between products and owns the solution-level roadmap, working across business units without direct engineering control. Strategic Direction & Roadmap

• Drive long-term strategic direction of the commercial solution across Core IT, CBS, Admin & Deploy and other products/features as determined
• Own integrated solution-level roadmap spanning multiple products
• Challenge assumptions and guide teams on future direction vs. continuing current approaches
• Advocate for continued R&D and innovation initiatives that improve the product for the commercial market with the existing BU teams.

Cross-Product Integration & Interoperability

• Identify and resolve potential integration issues between Core IT, CBS, CRM, & Admin & Deploy.
• Map user journeys and workflows where different products intersect
• Ensure seamless user experience across product boundaries
• Collaborate with dedicated BU scrum teams working on commercial offerings
• Determine what work needs elevation to solution level (e.g., solution documentation, KB articles)

Product Decision-Making

• Act as consistent decision maker on the commercial solution offering.
• Own the strategic direction of the commercial solution offering, and collaborate with product development, pricing and packaging, and Impact.
• Work with CBS and Core IT OPMs/IPMs to coordinate solution-level decisions
• Note: Does not have direct control over engineering decisions or resource allocation

Go-To-Market (GTM) Readiness

• Own GTM Readiness work bridging product and sales/marketing/enablement workstreams
• Provide direction on commercial product narrative to feed asset creation
• Coordinate BOM (bill of materials) assets including demos and data sheets
• Eliminate duplicate versions of GTM materials

Collaboration

• Partner with existing product teams across BUs
• Work closely with CBS and Core IT product managers, Sales, & Partner org, who have shared OKR responsibility for commercial market success
• Collaborate with Product Marketing, and Enablement teams

Success Metrics

• Clear solution roadmap with stakeholder alignment
• Timely delivery of GTM assets for Knowledge event (April 2025)
• Reduction in duplicate efforts and improved cross-team coordination
• Commercial OKR achievement

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry
• 15 Years of Product Management Experience or similar experience and education
• Product management experience
• Experience with ServiceNow and/or Commercial offerings
• Experience managing cross-functional, multi-product initiatives
• Strategic thinking with ability to challenge status quo
• Strong collaboration skills across matrixed organizations
• Understanding of ITSM, Core Business Workflows

Preferred

• ServiceNow product knowledge
• Background in solution-level product management
• GTM and sales enablement experience

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional Information Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control Regulations For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

• Employee Type: Regular
• Region: AMS - North America and Canada
• Work Persona: Flexible or Remote

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