Senior Technical Product Manager, IT Service Management

OuraIT service management

Location: Remote - United States; This is a remote role based in the US.Full-TimeSenior

Salary143,000 - 169,000 USD per year

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Job Details

Experience: 6+ years in IT service management, service platform, or internal-tools product roles
Required Skills: PythonJavascriptRESTful APIsServiceNow

Have 6+ years in IT service management, service platform, or internal-tools product roles.
Have led at least one end-to-end ITSM or ESM tool implementation or migration through go-live.
Bring strong grounding in ITSM concepts and practices, such as ITIL or equivalent.
Have hands-on depth with a modern service-management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting.
Have experience with an AI-native ITSM platform, Jira Service Management, Freshservice, or a similar platform.
Have working knowledge of ServiceNow, including its data model, workflows, administration, and data and configuration export.
Have experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform.
Have experience applying AI in a service desk, including knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff.
Be able to make and defend technical design decisions with engineers involving REST APIs, webhooks, SSO, SCIM, JSON data models, LLM and agent integrations, and Python or JavaScript scripting.
Have a track record of running a platform as a product for multiple internal customer teams and prioritizing competing demand.
Use AI assistants, agents, and AI-assisted build tools in daily work, with judgment about verifying output and when not to use AI.

Lead migration from the legacy ITSM platform through data model, workflow, and catalog design, integrations, cutover, and decommissioning.
Design requests, catalog items, and knowledge from the employee's perspective, using feedback and service data to remove friction.
Own the platform roadmap, backlog, intake, and prioritization criteria across service teams.
Govern the service catalog and request fulfillment, moving manual requests toward automated and identity-governed fulfillment.
Own knowledge management standards, structure, and governance for people and AI agents.
Define which service-management requests AI agents resolve or route to humans, including accuracy thresholds and guardrails.
Build a repeatable ESM onboarding model for non-IT teams, covering intake, catalog, workflows, knowledge, reporting, and access controls.
Design change, incident, and access workflows that produce evidence required for SOX, SOC 2, and HIPAA controls.
Configure the platform and work with engineers on integrations and automation; direct vendor and partner work where needed.

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