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Principal Product Manager - Web & Analytics Experience

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Job Description

Team

Come join the Web & Analytics Experience team and work with a talented group of PMs, engineers, designers and researchers to reinvent how work flows through the modern enterprise. Our success is measured in two main ways. First as the underlying set of Platform Web technologies that power and measure the performance of the ServiceNow suite of Web applications. Second, as a development platform to quickly, simply, and intuitively configure existing, or develop completely custom, applications. We create Web & Analytics Experience capabilities on the Now Platform for developers of all levels of expertise to build and configure modern applications that unlock meaningful value for their organizations. It’s our mission to make the developer experience for our customers and partners as exceptional as the experiences they develop for their end-users.

Role

Your mission will be to enable the spectrum of developers from citizen developer to pro developer to utilize ServiceNow’s proprietary framework to easily build enterprise-class web applications with contemporary designs and workflows. Success in this role will be to advance the platform foundation builder capabilities in service of internal and external customers who are building specific workflow experience products.

This role is extraordinarily collaborative, working with peer inbound and outbound product managers, customers, engineers, designers, researchers, and other cross functional teams.


This position reports to: Senior Manager of Product Management, Web & Analytics Experience.


What you get to do in this role:

  • Partner with the PM teams to establish product vision & strategy
  • Define roadmap, requirements & product success metrics
  • Develop and test innovative product ideas through product experiments, validate assumptions/prototypes with customers
  • Enable outbound PMs, Support & Docs teams
  • Understand how customers are using the product, pains & gains
  • Own detailed competitive analysis for their feature/product

Product Strategy and Planning

  • Define product vision and strategy, user/buyer personas and use cases for platform building blocks
  • Collaborate with Customers, Researchers, and Designers on developing and testing innovative product ideas
  • Validate and refine product designs/early product offerings through Design Partner Program, PAC, and with other customers directly
  • Own product feature-based competitive analysis
  • Continually define and groom epic and story product roadmap with 3-4 release horizon
  • Engage stakeholders on necessary inputs for product strategy & roadmap, get buy-in, manage communications, expectations and dependencies

Requirements Prioritization & Release Management

  • Gather, prioritize and define requirements (while actively grooming backlog) into executable epics and user stories for engineering
  • Establish and maintain relationships with the other BUs to evaluate and manage cross-BU dependencies (both from and to the BU and for features and mandates)
  • Create product/feature plans for each release, including acceptance criteria, use cases, success metrics, etc.
  • Collaborate with engineering team on release mgmt.: understand status, risks, dependencies and help address risks and resolve issues

Enablement

  • Create base documentation (content and features and delta docs) and enable Outbound PM, Support and Docs team
  • Help with press and analyst briefings as needed
  • Manage the feedback loop from App BU teams and customers

Customer Insights

  • Define key product success metrics and ensure they are instrumented & reviewed
  • Understand how customers are using the product, gains & pains, reasons for low usage
  • Know top 3-5 customers intimately, their specific use cases, gains & pains
  • Understand use cases by BU to better serve internal customers

Qualifications

To be successful in this role you have:

  • 8+ years of professional experience in product management – at least 5 years in SaaS.
  • Strategic mindset: able to drive product strategy that achieves strong customer value and business outcomes; able to make trade-off decisions considering what’s desirable, viable and technically feasible
  • Technically savvy with experience working with developers and designers to craft delightful customer experiences
  •  Strong prioritization skills and the discipline to focus on high impact activities.... to do this, you must be good at saying, 'no' and having folks accept it.... to do this, you must be good at articulating how prioritized initiatives will benefit them
  • Top notch written and oral communication skills
  • Demonstrated experience in gathering, defining and effectively capturing product requirements and transforming them into an actionable product roadmap
  • Customer focus: has deep curiosity about customer needs, as well as a track record in building strong customer relationships and delivering customer-centric solutions
  • Insights development: empathetic around customer problems, able to distill insights into the right product answer and create insightful narrative from customer feedback
  • Facilitative leadership skills: can use marketing, product, and business knowledge to inform decisions and communicate effectively with/ influence internal and external parties
  • Exceptional problem-solving and analytical skills and a proven process of data-validated, hypothesis-driven, experiment-tested decisions
  • Has a track record of productive collaboration with engineers, designers, and other product managers and enjoys working in a highly collaborative environment
  • Passion for design thinking, product management best practices and shaping the future of how enterprises will collaborate

Bonus Points

  • Knowledge of the ServiceNow platform and current applications portfolio is a huge plus.
  • Understanding of contemporary software delivery methodologies

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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