ServiceNow Technical Product Manager

Technical Product Manager, ServiceNow

Ecolab is seeking an experienced Technical Product Manager to lead the ServiceNow product roadmap for GBS+ and the enterprise functions it supports.

GBS+ uses ServiceNow to manage cases, requests, approvals, tasks, service commitments, and operational workflows across Finance, Procurement, Supply Chain, Legal, and other shared-services functions. As the product continues to expand, we need a leader who can bring these areas together around a consistent case-management model without forcing every function into the same process.

You will serve as the technical product owner for GBS+ capabilities built primarily on ServiceNow Customer Service Management. You will work with business product managers, process owners, Architecture, Engineering, UX, Data, Enterprise AI, QA, Delivery, and Operations to shape the roadmap and turn business needs into practical platform capabilities.

This role requires strong CSM knowledge and sound product judgment. You should be able to recognize when a request fits within native ServiceNow capabilities, when an existing pattern should be reused, and when a proposed solution creates unnecessary customization or long-term support risk.

This is not a project-management or requirements-documentation role. You will own product direction, roadmap priorities, functional decisions, adoption, and product health. You will stay engaged from discovery through delivery, launch, support, and continuous improvement.

Reporting to the Senior Manager of ServiceNow Technical Product Management, this role will help expand GBS+ while keeping it aligned with the broader ServiceNow platform strategy.

What's in It for You

• Shape the ServiceNow roadmap for GBS+ and enterprise shared services.
• Work across Finance, Legal, Supply Chain, Procurement, and other business functions.
• Lead the expansion of case management, request management, workflow automation, and self-service.
• Partner directly with business service leaders and senior technology stakeholders.
• Create reusable CSM patterns that can scale across functions without creating unnecessary complexity.
• Influence the use of automation, data, analytics, knowledge, search, and AI within shared-services operations.
• Work within a mature ServiceNow platform organization alongside Product, Architecture, Engineering, UX, Enterprise AI, and Operations.

What You Will Do Own the GBS+ Product Roadmap

• Own and maintain the ServiceNow product roadmap for GBS+ and the shared-services functions it supports.
• Work with business product managers, process owners, and service leaders to understand priorities, pain points, and expected outcomes.
• Turn business priorities into product capabilities, release plans, and a focused backlog.
• Maintain a clear view of committed work, new demand, dependencies, constraints, and risks.
• Balance the needs of individual functions with opportunities to build common capabilities across GBS+.
• Make clear recommendations on scope, sequencing, platform fit, and investment priorities.
• Keep the roadmap aligned with the broader ServiceNow strategy, architecture standards, and product direction.
• Communicate decisions, tradeoffs, risks, and expected outcomes in business terms.

Lead Case Management Across GBS+

• Set the product direction for case management across Finance, Legal, Supply Chain, Procurement, and other shared-services functions.
• Establish common approaches for intake, categorization, assignment, routing, approvals, tasks, escalations, notifications, service commitments, resolution, closure, and feedback.
• Decide where teams should use a common case-management pattern and where a real business difference calls for a different approach.
• Prevent separate teams from creating duplicate case types, processes, data structures, or user experiences.
• Guide the design of case types, service definitions, assignment models, work queues, case tasks, entitlements, and SLAs.
• Make sure case-management designs provide clear ownership, traceability, operational visibility, and a consistent requester experience.
• Challenge requests that simply move an email process into ServiceNow without improving the service model.
• Look at the full request-to-resolution experience, not just the form or workflow being built.

Provide Strong CSM Product Leadership

• Serve as the product expert for ServiceNow Customer Service Management across GBS+.
• Guide the effective use of CSM case types, service definitions, workspaces, assignment, routing, entitlements, SLAs, knowledge, communications, and reporting.
• Evaluate requirements against native ServiceNow and CSM capabilities before supporting customization.
• Identify where existing CSM configurations and shared components can be reused or extended.
• Work with Architecture and Engineering when a requirement affects the CSM data model, security, integrations, performance, or support model.
• Stay current on relevant ServiceNow releases and bring practical recommendations into the roadmap.
• Manage the lifecycle of CSM capabilities, including introduction, adoption, enhancement, standardization, consolidation, and retirement.
• Help the business understand what ServiceNow can support, where tradeoffs exist, and when another solution may be a better fit.

Manage Demand and Backlog Priorities

• Establish a clear intake and evaluation process for GBS+ demand.
• Evaluate requests based on business value, user impact, urgency, strategic alignment, functional fit, dependencies, effort, and long-term support needs.
• Work with the Business Analyst to turn approved demand into clear epics, features, stories, and acceptance criteria.
• Maintain a prioritized backlog that reflects agreed outcomes and available delivery capacity.
• Resolve priority conflicts across functions and provide clear options when alignment cannot be reached.
• Make sure urgent requests do not repeatedly displace higher-value roadmap work without a deliberate decision.
• Identify dependencies on process decisions, data readiness, integrations, security, or operating-model changes.
• Keep stakeholders informed when scope, dependencies, or unresolved decisions affect delivery.

Guide Functional Design

• Lead functional design discussions across business teams, Business Analysis, UX, Architecture, Engineering, QA, Data, Security, and Operations.
• Make sure proposed solutions address the real business problem rather than recreating the current process.
• Review designs for forms, case types, workflows, approvals, routing rules, notifications, workspaces, reports, dashboards, and self-service experiences.
• Keep designs aligned with common GBS+ patterns and broader ServiceNow platform standards.
• Identify unnecessary customization, duplicate functionality, manual handoffs, and avoidable complexity.
• Make sure designs cover exceptions, errors, access, auditability, data ownership, reporting, monitoring, and support.
• Bring Architecture and Engineering into decisions before functional commitments are made.
• Document major product decisions, assumptions, exceptions, and accountable owners.

Improve Intake and Self-Service

• Shape a consistent intake experience for associates, suppliers, customers, and other users requesting GBS+ services.
• Guide the use of portals, forms, email-to-case, service definitions, guided experiences, and conversational channels.