Kforce has an enterprise client seeking a Product Manager V in Austin, TX. to join their Infrastructure Platform Management team. The Project Manager will play a crucial role in driving the strategy, development, and implementation of Incident, Request, and Change Management solutions within our ServiceNow platform.
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
REQUIREMENTS:
Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent professional experience
ITIL v3/v4 certified
7+ years of experience in product or program management in a fast-paced, dynamic environment working with cross-functional teams at global scale
3+ years of experience working with data center or corporate IT infrastructure operations
3+ years of experience working with ServiceNow in an enterprise environment, with a deep understanding of the core ITSM, Incident, Request, and Change
Product management experience, not feature PM. (Owned a product, roadmap, deliver, adoption)
Service Now experience (significant) (preferably implementer)
IT operational background is a huge preference, but not required
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
Management process areas and capabilities
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
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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