Sr. Technical Product Manager, ServiceNow Incident, Request, and Change Management, Infrastructure Platform Management (IPM)

We are seeking an experienced and driven Senior Technical Product Manager to join our Infrastructure Platform Management team.

You will play a crucial role in driving the strategy, development, and implementation of Incident, Request, and Change Management solutions within our ServiceNow platform.

Collaborating closely with key stakeholders in Infrastructure Operations, Engineering, and Service Desk, you will identify pain points in existing solutions and document these as formal business requirements.

Using best practices, you will implement process and technical solutions in ServiceNow that align with our organizational goals, enhance the user experience, and continuously evolve to meet the ever-changing demands of the business.

You will develop product and capability roadmaps, always looking to raise the bar and take full advantage of the tools and technology available.

This is a hands-on role, directly driving implementation of these solutions across key stakeholders. A strong focus on automation and future GenAI technologies in ServiceNow will be key to scale our business processes and capabilities.

Are you ready to take us to the next level?

The ideal candidate will have extensive experience with the Incident, Request, and Change Management modules in ServiceNow.

You should have a deep overall knowledge of ITSM and ITIL methodologies as they relate to Service Desk and Service Operations.

Experience in large, enterprise support organizations is a plus, with a good understanding of IT Operations and what it takes to support components like Networking, Audio / Video (AV), and other critical infrastructure.

You should have a passion for consistency, and the ability to partner with senior leaders, creating relationships while demonstrating critical thinking and thought leadership.

Key job responsibilities

• Develop and execute the product roadmap for Incident, Request, and Change Management within the ServiceNow platform, considering business objectives and user requirements.
• Define and prioritize feature enhancements and functionality improvements from a people, process, and technology perspective.
• Develop technology solutions that support key objectives around single source of truth and single pane of glass.
• Lead the planning and execution of Incident, Request, and Change Management projects, including gathering requirements, defining project scope, managing timelines, and overseeing resources.
• Ensure process-related deliverables are complete, consistent, high quality, and timely, while delivering valued outcomes.
• Collaborate with key stakeholders, including Infrastructure Operations, Engineering, and Service Desk to gather insights and ensure alignment with business needs.
• Drive the adoption of Incident Management best practices and standards across the organization, including incident detection, classification, prioritization, and resolution processes.
• Drive the adoption of Request Management best practices and standards across the organization, including request intake, classification, fulfillment, and tracking processes.
• Drive the adoption of Change Management best practices and standards across the organization, including change request submission, assessment, approval, implementation, and review processes.
• Drive metrics, reporting, and data capabilities for all solutions, including KPI definitions, dashboards, and business reviews.
• Monitor and analyze key performance metrics to assess the effectiveness of Incident, Request, and Change Management initiatives and identify areas for improvement.
• Drive requirements around tooling integration where necessary with 1st and 3rd party systems to support these objectives.
• Develop processes with a global mindset, ensuring consistency in the support experience for users. Processes should work for everyone, not just a single region.
• Act as the subject matter expert on Incident, Request, and Change Management within the ServiceNow platform, providing guidance and support to internal teams and customers as needed.
• Build and maintain strong, cross-functional relationships while demonstrating exceptional organizational skills and attention to detail.
• Drive continuous improvements of business processes and service offerings based on user experiences with outcomes aligned to automation and future GenAI capabilities.
• Continuous desire to learn, staying current on industry best practices for Incident, Request, and Change Management, ServiceNow technology offerings, and leading-edge solutions at scale.

About the team

The Infrastructure Platform Management (IPM) team is part of Corporate Infrastructure Services (CIS) which is focused on running Amazon’s corporate campus & building infrastructure worldwide.

This includes everything from wired and wireless networking to the AV systems in our conference rooms. Where there’s technology at play, CIS is responsible for keeping it healthy and running as designed.

We are passionate about the customer and making sure Amazonians are productive and have a positive experience while working from the office.

We are open to hiring candidates to work out of one of the following locations :

Austin, TX, USA Seattle, WA, USA

BASIC QUALIFICATIONS

• Experience owning / driving roadmap strategy and definition
• Experience with feature delivery and tradeoffs of a product
• Experience contributing to engineering discussions around technology decisions and strategy related to a product
• Experience managing technical products or online services
• Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or equivalent professional experience.
• 7+ years’ experience in product or program management in a fast-paced, dynamic environment working with cross-functional teams at global scale.
• 3+ years’ experience working with data center or corporate IT infrastructure operations.
• 3+ years’ experience working with ServiceNow in an enterprise environment, with a deep understanding of the core ITSM, Incident, Request, and Change Management process areas and capabilities.
• ITIL v3 / v4 Certified.
• ServiceNow Administration Fundamentals.
• ServiceNow ITSM Fundamentals.
• Experience in an incident or major incident function in IT with strong understanding of incident management principles, methodologies, best practices, and how these relate to change.
• Experience managing change processes at enterprise scale, including CAB management, managing change registers, and driving impact / conflict assessments.
• Experience managing Service Catalogs and creating request templates.
• Excellent project management skills, with the ability to prioritize tasks, manage timelines, and coordinate resources effectively.
• Experience gathering requirements, writing user stories, and business requirements documents (BRDs).
• Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions.
• Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
• Experience working in Agile development environments and familiarity with Agile methodologies such as Scrum or Kanban.
• Fundamental understanding of corporate IT network and building Infrastructure.
• The ability to work independently and self-motivate in a fast-paced and rapidly changing environment.
• High sense of ownership, urgency, and drive.
• Experience prioritizing demands, scoping large efforts, and negotiating timelines.
• Root cause analysis and complex problem-solving skills.
• A passion for delivering results and building trust with internal and external stakeholders.

PREFERRED QUALIFICATIONS

• Experience in using analytical tools, such as Tableau, Qlikview, QuickSight
• Experience in building and driving adoption of new tools
• PMP Certification or equivalent.
• Process improvement skills. (Lean, Kaizen, Gemba)
• Agile SAFe Certifications.
• ServiceNow System Administrator Certified.
• ServiceNow Performance Analytics (PA) Essentials.
• ServiceNow Certified Implementation Specialist- IT Service Management.
• Proficiency with ServiceNow Performance Analytics, SQL, QuickSight, Tableau and other database and analytics / reporting tools.
30+ days ago