Remote Lead Product Manager (ServiceNow ITSM Product Owner)

About the role

Forged Fiber, a provider of open-access fiber network platforms, is hiring a remote ServiceNow ITSM Product Owner. The role owns the vision, roadmap, governance and continual improvement of the ServiceNow IT Service Management platform, partnering with IT Operations, Infrastructure, Security, Application Owners and business stakeholders. Candidates must be authorized to work in the United States without sponsorship.

Key responsibilities

• Define and maintain the ServiceNow ITSM roadmap, prioritizing enhancements and assessing capabilities beyond ITSM and CMDB
• Own core ITSM processes: Incident Management (including Major Incident), Request Fulfillment, Change Enablement, Problem Management, Knowledge Management, Service Catalog and Configuration Management (CMDB)
• Drive process standardization, identify bottlenecks and automation opportunities, and align with ITIL best practices
• Manage the ServiceNow backlog, run governance and stakeholder review meetings, and report on platform performance and value
• Support business continuity, disaster recovery and operational resilience, including CMDB, service mapping and discovery initiatives
• Serve as business owner for ServiceNow consulting and managed service engagements, and coordinate platform improvements

Required profile

• 5+ years of experience in IT Service Management, Product Ownership, IT Operations or Service Delivery leadership
• Experience managing ITSM processes and governance, and with cross-functional stakeholders and senior leadership
• Ability to explain complex technical concepts to non-technical audiences
• Preferred: ServiceNow CSA, ITIL Foundation, CSPO/SAFe or equivalent certifications, and experience with CMDB, Service Mapping, ITOM, Asset Management or Flexera

Required skills

• Strong understanding of ITIL principles and service management best practices
• ServiceNow ITSM and CMDB

What we offer

• Base salary range of $106,480 - $140,000, depending on location, skills and experience
• Health, life and voluntary lifestyle benefits and other perks