Senior Technical Product Manager, IT Service Management
New
J
JobgetherIT service management
Based in Canada, Experience supporting distributed teams across US and EMEA time zones.Full-TimeSenior
SalaryRegion 1: $143,000–$169,000 USD. Region 2: $130,000–$153,000 USD. Region 3: $117,000–$138,000 USD. The original US-based salary ranges vary by geographic labor-market tier.
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Job Details
- Experience
- At least 6 years of experience in IT service management, service platform management, or internal-tools product roles.
- Required Skills
- PythonJavascriptRESTful APIsServiceNow
Requirements
- At least 6 years of experience in IT service management, service platform management, or internal-tools product roles.
- Experience leading at least one complete ITSM or ESM implementation or migration through go-live.
- Strong understanding of ITSM principles and practices, including ITIL or an equivalent framework.
- Hands-on experience with service management platforms, including service catalog design, workflow and SLA configuration, knowledge management, and reporting.
- Experience with AI-native service management platforms such as Atomicwork or Serval, or comparable solutions such as Jira Service Management and Freshservice.
- Working knowledge of ServiceNow, including its data model, workflows, administration, and extracting existing data and configuration.
- Experience designing access-request and fulfillment workflows integrated with identity providers or identity governance platforms.
- Practical experience applying AI in service desk environments, including knowledge grounding, intent classification, intelligent routing, automated resolution, accuracy evaluation, safeguards, and human handoffs.
- Technical knowledge of REST APIs, webhooks, SSO, SCIM, JSON data models, large language model integrations, agent tool calling, and scripting with Python or JavaScript.
- Experience managing a platform as a product for multiple internal customer groups, prioritizing competing requirements, and maintaining a product roadmap.
- Regular use of AI assistants, agents, and AI-assisted development tools such as Claude, Claude Code, or Cursor, with judgment to verify generated outputs.
- Preferred: identity governance, CMDBs, asset data modeling, knowledge management programs, RAG, non-IT employee service management, SOX ITGC, Workato, and ITIL 4 certification.
Responsibilities
- Lead the end-to-end migration from a legacy IT service management platform to a modern AI-native solution, including data models, workflows, catalogs, integrations, cutover, and decommissioning.
- Design intuitive employee service requests, catalog items, and knowledge resources.
- Own the service management platform roadmap, backlog, intake processes, and prioritization criteria.
- Govern the service catalog and request fulfillment lifecycle, shifting manual processes toward automated, identity-governed fulfillment.
- Define knowledge management standards, structures, and governance for employees and AI agents.
- Define responsible AI agent workflows, safeguards, accuracy thresholds, and escalation paths.
- Establish an onboarding model for non-IT teams covering intake, catalogs, workflows, knowledge, reporting, and access controls.
- Design change, incident, and access-management workflows that support audit evidence and SOX, SOC 2, and HIPAA control requirements.
- Work with service management platforms and engineering teams on configuration, integrations, scripting, and automation, and coordinate vendor and partner contributions.
- Monitor service performance and use employee feedback and service data to improve workflows and outcomes.
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