PRODUCT MANAGER SERVICE NOW

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Montefiore is ranked among the top hospitals nationally and regionally byU.S. News & World Report. For more than 100 years we have been innovating new treatments, procedures, and approaches to patient care, producing stellar outcomes and raising the bar for academic medical centers in the region and around the world. Our work to improve health outcomes in underserved communities is unparalleled in the United States. Our workforce is among the most diverse in the US: Montefiore associates speak 60+ languages.

As Montefiore has built paths to deliver lifesaving health outcomes to underserved communities, we are looking to the future of tech-enabled care delivery to create better experiences for patients, providers, and operations teams.

We are seeking a Service Now Product Manager to be responsible for leading the ideation, development, and ongoing evolution of ServiceNow modules, products and solutions aimed at streamlining organizational workflows and improving the overall associate experience. This role involves collaborating with operational stakeholders, cross-functional teams and technology experts to define new, optimize existing and enhance digital journeys for Montefiore associates ensuring optimal experiences, and driving the adoption of ServiceNow solutions across the healthcare system.

This position requires in-depth knowledge of ServiceNow and experience working in Agile/Scrum environments.

Responsibilities include:

• Product Strategy & Roadmap: Help shape and execute on strategic roadmap for the ServiceNow platform, aligning with organizational objectives and end-user needs.
• Stakeholder Engagement: Collaborate with cross-functional teams within IT, operational stakeholders, and organizational leadership to gather requirements, define priorities, and drive platform adoption through solution development and optimization.
• Feature Development & Enhancements: Work with platform developers, architects, and organizational peers to define, design and deliver new or enhanced ServiceNow features and functions.
• Process Optimization: Proactively identify opportunities to streamline workflows, maximize automation and efficiently deploy new capabilities using the ServiceNow platform.
• Governance & Best Practices: Help to enable platform governance, security, compliance, and scalability by conforming to ServiceNow recommended practices and guidelines.
• User Experience & Training: Emphasize user experience by gathering feedback, improving usability, and driving platform expansion through adoption, training and communication.
• Metrics & Reporting: Define key performance indicators (KPIs) to measure success and drive data-driven decision-making.

Requirements Include:

• 4+ years of experience in Product management, IT service management (ITSM), or enterprise application management.
• Success leading complex operational and technology deployments across large organizations and end user groups.
• Strong knowledge of ServiceNow modules (ITSM, ITOM, HRSD, SPM, etc.), workflows, and integrations.
• Experience working in Agile/Scrum environments with tools like Jira, Confluence, or ServiceNow Agile.
• Strong ability to influence cross-functional teams and communicate complex ideas effectively.
• Ability to work closely with developers, understand APIs, and oversee integrations with other enterprise systems.
• Exceptional emotional intelligence, empathy, and relationship building.

#SF-DICE-MIT #LI-SC