Principal Engineering Program Manager

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.

Providencene
Providence's vision to create Health for a Better World aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization's success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
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