Sr. Technical Product Manager, ServiceNow Incident, Request, and Change Management, Infrastructure Platform Management IPMInternal Phone Tool titleSR. PRODUCT MGR TECH CISJob posting categoryProjectProgramProduct ManagementTechnicalJob display languageEnglish USExternal job descriptionWe are seeking an experienced and driven Senior Technical Product Manager to join our Infrastructure Platform Management team. You will play a crucial role in driving the strategy, development, and implementation of Incident, Request, and Change Management solutions within our ServiceNow platform. Collaborating closely with key stakeholders in Infrastructure Operations, Engineering, and Service Desk, you will identify pain points in existing solutions and document these as formal business requirements. Using best practices, you will implement process and technical solutions in ServiceNow that align with our organizational goals, enhance the user experience, and continuously evolve to meet the everchanging demands of the business. You will develop product and capability roadmaps, always looking to raise the bar and take full advantage of the tools and technology available. This is a handson role, directly driving implementation of these solutions across key stakeholders. A strong focus on automation and future GenAI technologies in ServiceNow will be key to scale our business processes and capabilities. Are you ready to take us to the next levelThe ideal candidate will have extensive experience with the Incident, Request, and Change Management modules in ServiceNow. You should have a deep overall knowledge of ITSM and ITIL methodologies as they relate to Service Desk and Service Operations. Experience in large, enterprise support organizations is a plus, with a good understanding of IT Operations and what it takes to support components like Networking, AudioVideo AV, and other critical infrastructure. You should have a passion for consistency, and the ability to partner with senior leaders, creating relationships while demonstrating critical thinking and thought leadership.Key job 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 processrelated 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. Monitor and analyze key performance metrics to assess the effectiveness of Incident, Request, and Change Management initiatives and identify areas for improvement. Drive requirements around tooling integration where necessary with 1st and 3rd party systems to support these objectives. Develop processes with a global mindset, ensuring consistency in the support experience for users. Processes should work for everyone, not just a single region. Act as the subject matter expert on Incident, Request, and Change Management within the ServiceNow platform, providing guidance and support to internal teams and customers as needed. Build and maintain strong, crossfunctional relationships while demonstrating exceptional organizational skills and attention to detail. Drive continuous improvements of business processes and service offerings based on user experiences with outcomes aligned to automation and future GenAI capabilities. Continuous desire to learn, staying current on industry best practices for Incident, Request, and Change Management, ServiceNow technology offerings, and leadingedge solutions at scale.About the teamThe Infrastructure Platform Management IPM team is part of Corporate Infrastructure Services CIS which is focused on running Amazons corporate campus building infrastructure worldwide. This includes everything from wired and wireless networking to the AV systems in our conference rooms. Where theres technology at play, CIS is responsible for keeping it healthy and running as designed. We are passionate about the customer and making sure Amazonians are productive and have a positive experience while working from the office.Internal job descriptionNALoop competenciesHOMEWORK Writing Samplespresentations include length and link to prompt: See DocumentINTERVIEW LENGTHS: Phone screen: 45 mins, Onsite 1 hourLOOP COMPETENCIES LPs and Functional BELOW:HM kevinb: LPs: Hire and Develop the Best, Customer Obsession, OwnershipINTERVIEWER 1 mkoczan: LPs: Deliver Results, Insist on the Highest Standards, Learn and Be CuriousINTERVIEWER 2 jhannen: LPs: Invent and Simplify, Dive Deep, Are right, A lotINTERVIEWER 3 krakken: LPs: Bias For Action, Have BackboneBAR RAISER COMPETENCIES: LPs: Think Big, Earns TrustBAR RAISER PREFERENCE: chadaway, allanmcBR DEBRIEF ONLY YN NALTERNATE INTERVIEWERS alias should be at least 4:SHADOWS alias:Basic qualificationsExperience owningdriving roadmap strategy and definitionExperience with feature delivery and tradeoffs of a productExperience contributing to engineering discussions around technology decisions and strategy related to a productExperience managing technical products or online servicesExperience in representing and advocating for a variety of critical customers and stakeholders during executivelevel prioritization and planningBachelors degree in Computer Science, Information Technology, Business Administration, or equivalent professional experience.7 years experience in product or program management in a fastpaced, dynamic environment working with crossfunctional teams at global scale.3 years experience working with data center or corporate IT infrastructure operations.3 years experience working with ServiceNow in an enterprise environment, with a deep understanding of the core ITSM, Incident, Request, and Change Management process areas and capabilities.ITIL v3v4 Certified.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 impactconflict 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, and business requirements documents BRDs.Strong analytical and problemsolving skills, with the ability to interpret data, identify trends, and make datadriven decisions.Exceptional communication and interpersonal skills, with the ability to effectively collaborate with crossfunctional teams and communicate complex technical concepts to nontechnical stakeholders.Experience working in Agile development environments and familiarity with Agile methodologies such as Scrum or Kanban.Fundamental understanding of corporate IT network and building Infrastructure.The ability to work independently and selfmotivate in a fastpaced and rapidly changing environment.High sense of ownership, urgency, and drive.Experience prioritizing demands, scoping large efforts, and negotiating timelines.Root cause analysis and complex problemsolving skills.A passion for delivering results and building trust with internal and external stakeholders.Preferred qualificationsExperience in using analytical tools, such as Tableau, Qlikview, QuickSightExperience in building and driving adoption of new toolsPMP Certification or equivalent.Process improvement skills. Lean, Kaizen, GembaAgile SAFe Certifications.ServiceNow System Administrator Certified.ServiceNow Performance Analytics PA Essentials.ServiceNow Certified Implementation Specialist IT Service Management.Proficiency with ServiceNow Performance Analytics, SQL, QuickSight, Tableau and other database and analyticsreporting tools. 
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

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LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer. 


At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 9.50/hr.