Product Manager, ITSM Analytics (Data & Analytics)

We are seeking an experienced Product Manager to own product definition and delivery for analytics-led ITSM applications within ServiceNow's Data & Analytics (D&A) platform. The ideal candidate brings strong ITSM domain knowledge, combined with product management, data and AI fluency, and stakeholder leadership. This role works across operations stakeholders, engineering teams to turn operational data into predictive, decision-ready insights for IT service management.

Key Responsibilities :

- Own the roadmap, PRDs, and backlog for data and analytics products across ITSM processes, including Incident, Change, Problem, Request, and CMDB.

- Translate ITSM operational data and business requirements into predictive and decision-ready insights, with clear product requirements and priorities.

- Partner with architecture, engineering, and data teams on ITSM data models, integrations, and analytics solutions.

- Define KPIs and success metrics for analytics products, and validate outcomes.

- Work with data engineers and data scientists on analytics, ML, and GenAI use cases.

- Coordinate with process owners to validate workflows and drive adoption.

- Lead agile delivery across engineering, data, and UX teams, and communicate status to program leadership, executives, and customers.

Required Qualifications :

- Product Management : 8+ years of product management experience, including ownership of analytics or data products.

- ITSM Domain : 5+ years of IT service management experience, with a minimum of hands-on ITSM process expertise across incident, change, request management.

- Data & Analytics : 5+ years of data and analytics experience, including KPI and metric design.

ITSM Product Capabilities :

- Conceptual understanding of product ownership for analytics-led ITSM applications across Incident, Change, Problem, Request, and CMDB, including the ability to turn operational data into decision-ready insights.

- Hands-on experience with ITSM processes and ITIL concepts, and familiarity with ServiceNow data models (Task, CMDB) and Performance Analytics or similar reporting tools.

- Comfortable with SQL, KPI and metric design, and working with data engineers and data scientists on analytics, ML, or GenAI use cases. Able to define success metrics and validate outcomes with data.

- Experience or awareness of running agile delivery across engineering, data, and UX teams, with the ability to communicate with technical teams and senior executives, including partner and customer-facing discussions. Strong storytelling skills.