Job Title: ServiceNow ITSM Product Manager (with Hardware Asset Management Focus)
Job Summary: We are seeking an experienced ServiceNow ITSM Product Manager with specialized expertise in Hardware Asset Management (HAM). With over 8+ years in managing people, processes, technology, and products, this role owns the vision, strategy, roadmap, and execution for the ServiceNow IT Service Management (ITSM) platform, with a strong emphasis on integrating and optimizing Hardware Asset Management (HAM) capabilities. The position drives innovative solutions, asset lifecycle management, performance optimization, and alignment with business objectives in a dynamic IT environment.
Key Responsibilities
- Define and drive the product vision, strategy, and roadmap for ServiceNow ITSM modules (including Incident, Problem, Change, Release, Knowledge Management, Request Fulfillment, and Continual Improvement) and Hardware Asset Management (HAM).
- Lead Minimum Viable Products (MVPs), solution design, and performance enhancements for ITSM and HAM, focusing on hardware asset lifecycle automation, tracking, procurement, inventory, and retirement.
- Collaborate with stakeholders to gather requirements, prioritize features, and ensure ITSM and HAM initiatives align with organizational goals, including compliance, cost control, and risk minimization.
- Oversee platform operations, configurations, integrations (e.g., CMDB, procurement, discovery tools), upgrades, and governance for both ITSM and HAM modules.
- Manage hardware asset processes, including model normalization, consumables management, stockroom operations, transfers, and reclamation workflows.
- Drive integrations between HAM and ITSM processes, such as asset requests via Service Catalog, incident linkage to assets, and change management for hardware.
- Manage product backlog, user stories, and sprint planning in Agile environments.
- Promote user adoption, training, and change management for ITSM and HAM processes.
- Monitor product and asset performance, analyze metrics (e.g., asset utilization, compliance), and iterate based on feedback and data.
- Foster cross-functional collaboration with development, operations, architecture, procurement, finance, and business teams.
- Handle vendor relationships with ServiceNow, manage costs, licensing, and enhancements.
- Lead small teams of analysts/experts, demonstrating strong people management and conflict resolution skills.
Qualifications and Experience
- 8+ years of experience in IT management, encompassing people, processes, technology, and product lifecycle.
- Hands-on expertise in managing ServiceNow platform operations, ITSM implementations, and Hardware Asset Management (HAM).
- Proven track record in leading MVPs for ServiceNow Solutioning, with focus on HAM for hardware lifecycle management, inventory optimization, and integrations.
- Strong people management skills with experience in team leadership and conflict resolution.
- Deep knowledge of ITIL best practices, ServiceNow ITSM modules, and HAM capabilities (e.g., asset tracking, normalization, procurement integration).
- Experience with Agile/Scrum methodologies and tools.
- Excellent communication, stakeholder management, and problem-solving abilities.
- Preferred: ServiceNow certifications (e.g., CIS-ITSM, CIS-HAM, CSA) and relevant bachelor's/master's degree.
This role offers the opportunity to lead transformative ITSM and HAM initiatives on a leading platform, driving operational excellence, cost savings through effective hardware asset management, and innovation.
