ServiceNow Product Manager

ServiceNow Product Manager

Purpose of the Role JLL's Enterprise Service Management (ESM) team is hiring a ServiceNow Product Manager to own ServiceNow as a strategic enterprise platform. This role is accountable end-to-end for the platform's product strategy.

The Product Manager is expected to help transform ESM into a value-providing function for JLL — treating ServiceNow as a product with a strategy and a roadmap rather than infrastructure to be kept running and ensuring platform investment is justified by measurable business outcomes rather than ticket volume or license spend alone.

Three key qualifications are necessary to be successful in this role: (1) strong platform/product management skill — the ability to own a strategic enterprise SaaS platform's roadmap, backlog, and license/consumption economics across multiple, often competing stakeholder groups; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven, hands-on record of using AI and agentic AI to modernize a ServiceNow or ITSM practice; and (3) critical thinking and analytical judgment — the ability to apply industry frameworks, staffing models, and vendor claims appropriately to JLL's business rather than adopting them by rote.

Key Responsibilities

Platform Product Strategy & Roadmap Ownership

• Own end-to-end product strategy and the multi-year roadmap for JLL's ServiceNow platform, acting as the single Product Manager accountable for what gets built, extended, or retired on the platform and why.
• Translate ESM's operating model and business demand into a prioritized platform roadmap, arbitrating competing requests.
• Define and maintain the platform's product backlog, working with the Director, ITSM Platform & Automation Lead to translate roadmap priorities into engineering delivery.
• Build the business case and secure ESM leadership buy-in for major platform investments, module additions, and multi-year initiatives.

License, Consumption & Value Management

• Own ServiceNow license and module portfolio management — tracking consumption, utilization, and entitlement against actual usage to prevent both under-licensing risk and shelfware spend.
• Own the ROI/value case for the platform, defining and reporting the business-outcome metrics (adoption, self-service deflection, automation coverage, cost avoidance) that justify continued and future investment.

Cross-Tower Governance & Release Management

• Partner with the CMDB Product Owner, Change Enablement Process Owner, and other ESM process owners so platform roadmap decisions stay aligned with data governance and change/release policy.
• Own platform governance standards — configuration, customization, and technical-debt discipline — in partnership with engineering, so the platform does not fragment as adoption grows across towers.
• Apply critical thinking to distinguish JLL's genuine platform needs from vendor sales narratives, and defend prioritization trade-offs to senior stakeholders when demand exceeds capacity

AI & Agentic Platform Enablement

• Own the platform-level roadmap for AI and agentic capability — ServiceNow's native AI Agent Studio, AI Agent Orchestrator, and Now Assist — partnering with the ITSM Engineering Manager and Intelligent Automation Lead on what gets built and adopted, and in what sequence.
• Bring critical, evidence-based judgment to evaluating ServiceNow and adjacent vendor claims of “AI-powered” or “agentic” capability, distinguishing genuine autonomous reasoning from rules-based automation marketed as agentic, to guide platform investment decisions.
• Ensure AI-enabled platform features are adopted with guardrails, human-in-the-loop controls, and auditability appropriate to their risk, in partnership with the process owners accountable for the workflows those features touch.

Enterprise Relationship Management

• Partner with stakeholders beyond core ITSM — e.g., Corporate Systems and business functions with a stake in the platform — so platform strategy accounts for use of the platform beyond IT operations, where applicable.
• Communicate platform strategy, roadmap, and value to ESM leadership, the ESM Steering Committee, and business stakeholders in language tied to business outcomes rather than technical feature lists.

Required Experience & Certifications

Platform Product Management Experience

• 8+ years of product management experience, including 4+ years owning the strategy and roadmap for an enterprise SaaS platform at a large, matrixed enterprise — direct ServiceNow product/platform ownership strongly preferred over general platform-PM experience.
• Demonstrated experience prioritizing a shared platform roadmap across multiple, often competing, business/IT stakeholder groups, and defending those trade-offs to senior leadership.
• Experience owning software license and consumption management for an enterprise platform, including building the ROI/value case that justifies continued investment.
• Familiarity with ServiceNow's product portfolio (ITSM, CSM, ITOM/Discovery, App Engine, NOW Assist) sufficient to make informed roadmap and prioritization decisions without necessarily doing hands-on configuration or development work.

ITSM/ITIL Expertise & AI-Driven Modernization Track Record

• 6+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practice (Incident, Problem, Change Enablement, Request Fulfillment, Service Configuration Management).
• A demonstrable, hands-on record of using AI or agentic AI to modernize a ServiceNow or ITSM platform — not just a pilot or proof of concept.

Critical Thinking & Standards Application

• Demonstrated judgment adapting industry platform-staffing and governance frameworks to an organization's specific scale, adoption stage, and risk profile rather than applying them by rote.
• Strong stakeholder management, facilitation, and executive communication skills, with experience building consensus among senior executives with competing priorities.
• Experience operating across cross-functional, multi-vendor environments in a Fortune 200-scale organization.

Certifications

• ServiceNow Certified System Administrator (CSA) — required.
• ServiceNow Certified Implementation Specialist (CIS) in one or more relevant modules (e.g., ITSM, CSM) — strongly preferred.
• ITIL 4 Foundation — preferred.
• A recognized product management credential (e.g., Pragmatic Institute, Certified Scrum Product Owner, SAFe Product Owner/Product Manager) — preferred.