Lead Product Manager Remote

Forged Fiber is hiring a ServiceNow ITSM Product Owner to own the platform vision, roadmap, governance, and continual improvement. The role partners with technology and business stakeholders to mature service management processes, improve automation and CMDB governance, and support operational resilience.

Responsibilities:

• Define and maintain the ServiceNow ITSM roadmap
• Prioritize platform enhancements and business requirements
• Assess ServiceNow capabilities beyond ITSM and CMDB and develop recommendations for future platform expansion aligned to business objectives
• Drive platform enhancements that improve service quality, user experience, automation, and operational efficiency
• Incident Management, including Major Incident Management
• Request Fulfillment
• Change Enablement
• Problem Management
• Knowledge Management
• Service Catalog Management
• Configuration Management (CMDB)
• Defining process standards and governance
• Driving process standardization across technology teams
• Identifying bottlenecks and opportunities for automation
• Ensuring alignment with ITIL best practices
• Manage the ServiceNow backlog and enhancement prioritization process
• Facilitate governance and stakeholder review meetings
• Partner with ServiceNow administrators, developers, and vendors
• Ensure platform capabilities align with business priorities and compliance requirements
• Provide leadership reporting on platform performance and value realization
• Partners with Business Continuity Disaster Recovery, Infrastructure, Security, and Application Owners to ensure ServiceNow supports FF37's resiliency and recovery objectives
• Establish governance for service ownership, application ownership, and dependency management data required to support continuity planning and recovery activities
• Drive prioritization of CMDB, Service Mapping, Discovery, and service relationship initiatives that improve visibility into critical business services and technology dependencies
• Ensure Incident, Major Incident, Change Enablement, and Configuration Management processes incorporate continuity and recovery requirements
• Support identification and documentation of critical business services, supporting applications, infrastructure dependencies, operational contacts, and recovery-related information within ServiceNow
• Collaborate with stakeholders to support continuity exercises, disaster recovery testing, audit readiness, and operational resilience initiatives
• Serve as the business owner for ServiceNow-related consulting and managed service engagements
• Gather and prioritize business requirements from stakeholders
• Coordinate platform improvements across technology and business teams
• Communicate roadmap progress, risks, and opportunities to leadership

Requirements:

• Candidates must be authorized to work in the United States without current or future sponsorship
• 5+ years of experience in IT Service Management, Product Ownership, IT Operations, or Service Delivery leadership
• Experience managing ITSM processes and governance
• Strong understanding of ITIL principles and service management best practices
• Experience working with cross-functional stakeholders and senior leadership
• Demonstrated ability to communicate complex technical concepts to non-technical audiences
• ServiceNow Certified System Administrator (CSA)
• ITIL Foundation Certification
• Product Owner certification (CSPO, SAFe, or equivalent)
• Experience with CMDB, Service Mapping, ITOM, or Asset Management
• Experience with Flexera software asset management