ServiceNow Product Manager

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. Expected compensation: 170,000.00 – 205,000.00 USD per year. This position does not provide visa sponsorship. On-site locations: Chicago, IL; San Francisco, CA.

Responsibilities

Own end-to-end product strategy and the multi-year roadmap for JLL's ServiceNow platform; 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; Build the business case and secure ESM leadership buy-in for major platform investments, module additions, and multi-year initiatives; Own ServiceNow license and module portfolio management, tracking consumption, utilization, and entitlement; Own the ROI/value case for the platform, defining and reporting business-outcome metrics (adoption, self-service deflection, automation coverage, cost avoidance); Partner with the CMDB Product Owner, Change Enablement Process Owner, and other ESM process owners to keep roadmap decisions aligned with data governance and change/release policy; Own platform governance standards for configuration, customization, and technical-debt discipline in partnership with engineering; Apply critical thinking to distinguish JLL's genuine platform needs from vendor sales narratives; Own the platform-level roadmap for AI and agentic capability (AI Agent Studio, AI Agent Orchestrator, Now Assist); Ensure AI-enabled platform features are adopted with guardrails, human-in-the-loop controls, and auditability; Partner with stakeholders beyond core ITSM, such as Corporate Systems and business functions; Communicate platform strategy, roadmap, and value to ESM leadership, the ESM Steering Committee, and business stakeholders in terms of business outcomes

Requirements

8+ years of product management experience, including 4+ years owning the strategy and roadmap for an enterprise SaaS platform at a large, matrixed enterprise; Demonstrated experience prioritizing a shared platform roadmap across multiple, often competing, business/IT stakeholder groups and defending 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; 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; Demonstrated judgment adapting industry platform-staffing and governance frameworks to an organization's specific scale, adoption stage, and risk profile; Strong stakeholder management, facilitation, and executive communication skills, with experience building consensus among senior executives; Experience operating across cross-functional, multi-vendor environments in a Fortune 200-scale organization; ServiceNow Certified System Administrator (CSA) required; Candidates must be authorized to work in the United States without sponsorship

Nice to have

ServiceNow Certified Implementation Specialist (CIS) in one or more relevant modules (e.g., ITSM, CSM), strongly preferred; ITIL 4 Foundation, preferred; Recognized product management credential (e.g., Pragmatic Institute, Certified Scrum Product Owner, SAFe Product Owner/Product Manager), preferred; Ability to distinguish genuine autonomous AI capability from rules-based automation marketed as agentic; Experience with cross-tower governance and release management

Benefits

401(k) plan with matching company contributions; Comprehensive Medical, Dental & Vision Care; Paid parental leave at 100% of salary; Paid Time Off and Company Holidays; Early access to earned wages through Daily Pay