ServiceNow Product Manager

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

Overview

The ServiceNow Product Manager is responsible for leading the strategy, roadmap, and delivery of the ServiceNow IT Service Management (ITSM), and Software Asset Management Professional (SAM Pro) products.

This role partners closely with business stakeholders, technical teams, and process owners to ensure ServiceNow solutions—with a strong emphasis on Software Asset Management—drive measurable business outcomes, ensure license compliance, align with enterprise standards, and deliver exceptional user experiences.

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Key Responsibilities

Product Strategy & Roadmap

• Develop and maintain the product vision, multi‑year roadmap, and release strategy for ITSM, and SAM Pro.

  
  
  

• Translate business needs into strategic capabilities, ensuring alignment with organizational objectives and industry best practices.

  
  
  

• Conduct market and platform research to identify new features, enhancements, and automation opportunities.

  
  
  

• Prioritize backlog items based on value, effort, risk, and strategic fit.

  
  
  

Stakeholder Engagement & Governance

• Serve as the primary liaison between business units, process owners, development teams, and leadership.

  
  
  

• Facilitate workshops, design sessions, and intake discussions to gather and refine requirements.

  
  
  

• Establish and manage governance structures to ensure platform standards, data integrity, and process consistency.

  
  
  

• Communicate release plans, product updates, and performance metrics to stakeholders and executives.

  
  
  

Product Delivery & Lifecycle Management

• Own the end‑to‑end lifecycle of ITSM, and SAM Pro modules—configuration, development, testing, deployment, and continuous improvement.

  
  
  

• Write clear, actionable user stories, acceptance criteria, and release notes.

  
  
  

• Partner with ServiceNow developers and architects to ensure scalable, maintainable, and compliant configurations.

  
  
  

• Oversee UAT, coordinate change management, and ensure successful adoption across the enterprise.

  
  
  

Process Optimization & Experience Improvement

• Champion process excellence for incident, problem, change, request, knowledge, software asset lifecycle, and related workflows.

  
  
  

• Identify automation, integration, and workflow optimization opportunities.

  
  
  

• Drive user experience enhancements using metrics, feedback, and analytics.

  
  
  

• Maintain internal documentation, service catalogs, SLAs, and knowledge articles.

  
  
  

Data, Analytics & Reporting

• Define KPIs for ITSM, and SAM Pro performance and drive reporting through dashboards and analytics.

  
  
  

• Monitor product health and adoption metrics; proactively identify improvement areas.

  
  
  

• Ensure data accuracy and compliance with audit, risk, and security policies.

  
  
  

Operational Excellence & Platform Stewardship

• Ensure platform best practices, standards, and guardrails are followed.

  
  
  

• Partner with security, procurement, and IT teams to support audits, license compliance, and risk mitigation.

  
  
  

• Stay current with ServiceNow releases; assess new capabilities and lead upgrade planning.

  
  
  

Required Skills & Experience

Technical & Platform Expertise

• 5+ years of product management or platform ownership experience.
• 8+ years of total ServiceNow platform experience.
• Strong, hands‑on experience with Software Asset Management (SAM Pro) — mandatory.

• Deep understanding of:

  
  
  

  • ITSM (Incident, Problem, Change, Request, Knowledge, CMDB)

    
    
    

  • HR Service Delivery (HRSD) (case management, lifecycle events, employee center)

    
    
    

  • SAM Pro (reconciliation, normalization, entitlements, discovery integration, license models)

    
    
    

• Hands‑on familiarity with ServiceNow configuration concepts (business rules, flows, UI policies, service catalog, reporting).

  
  
  

• Candidates without direct Software Asset Management (SAM Pro) experience will not be considered.

  
  
  

Business & Product Skills

• Proven ability to build product strategies and translate them into executable roadmaps.

  
  
  

• Experience leading cross‑functional teams in an Agile/SAFE environment.

  
  
  

• Strong skills in writing user stories, business requirements, and acceptance criteria.

  
  
  

• Ability to balance strategic thinking with operational execution.

  
  
  

Soft Skills

• Excellent communication, presentation, and stakeholder‑management skills.

  
  
  

• Strong analytical mindset with data‑driven decision‑making.

  
  
  

• Ability to influence without authority and navigate complex organizational structures.

  
  
  

Preferred Qualifications

• ServiceNow certifications such as:

  
  
  

  • Certified System Administrator (CSA)

    
    
    

  • SAM Pro Implementation Specialist(Good to have)

    
    
    

  • ITSM, or SAM Pro implementation specialist

    
    
    

  • Product Owner or Agile certifications (CSPO, SAFe POPM)

    
    
    

• Experience supporting enterprise‑scale ServiceNow platforms.

  
  
  

• Familiarity with HR, IT, procurement, and asset lifecycle processes.

  
  
  

We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:

·       Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.

·       Well-being: Access Confidential one-on-one therapy through our Employee Assistance Program, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       Sustainability: Benefit from paid time off for volunteering and donation matching.

·       DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).

·       Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.

·       Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.

*Specific benefits may vary by location.

At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.

Be unique, be exceptional, and help us make a difference at Finastra!