ServiceNow ITOM Product Manager

This position is a lead role in the management of our ServiceNow ITOM at CVS Health. The individual in this role will lead the roadmap, governance, communication, design, execution, and maintenance of our ServiceNow ITOM initiatives. The incumbent will be liaising with technology teams, process owners and counterparts to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.

Reporting to the Lead IT Director, ServiceNow Platform Service Management, this position is critical in supporting the development and implementation of the overall ServiceNow ITOM strategy while operational objectives and strategic business initiatives are met. This role will also have indirect management of technical staff. Including but not limited to being the first point of escalation, prioritizing, and managing assignments from the product backlog.

What we expect of you

• Lead the technical governance, delivery, communication, maintenance, and prioritization of enhancements, and other responsibilities for ServiceNow ITOM
• Partner with the technology, process, and business stakeholders to define, analyze, and document requirements for ServiceNow ITOM improvements focused on the improvement of the CMDB and supporting technologies.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management for both ServiceNow ITOM matters and collaborative with IT counterparts
• Provide architectural controls for discovery, CMDB, service mapping and event management
• Work directly with the ServiceNow development team to select the most effective solution for defined requirements
• Align with platform architects and IT Security experts to ensure ServiceNow ITOM meets all relevant compliance and security standards
• Deliver incredible tools and experiences by combining your knowledge of configuration management processes and the ServiceNow platform
• Drive continual ITOM improvement and CMDB adoption aligned to CSDM across ServiceNow
• Ensuring the technical aspects of future releases or upgrade implementations are in line with security, best practices, and meet the expectations of our business.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Lead a group of developers to support the sustainment of the product along with managing releases and regular business requests utilizing SAFe Agile Methodology.

REQUIRED QUALIFICATIONS

• 7+ years managing delivery and best practices of ServiceNow development specializing in ITOM, Discovery, Service Mapping, CMDB, Event Management.
• 5+ years in product manager/product owner roles involving governance and alignment on ServiceNow ITOM initiatives.
• 5+ years of problem management experience with ITIL awareness.
• 5+ years of infrastructure configuration experience across on-premises datacenters, cloud, network, and IT security tools.
• 5+ years of Program/Project Management or Scrum Master experience with strong communication, tracking, reporting, risk management, and negotiation skills.
• 3+ years of hands-on MID-server configuration experience and architecture understanding.
• 3+ years of experience with ServiceNow CSDM Model.

PREFERRED QUALIFICATIONS

• Customer-obsessed mindset with experience influencing and consulting to solve business or technical problems.
• Experience working in a SAFe Agile team.
• Experience leading, engaging, and coaching new developers.
• Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues simultaneously.