Job Description
DESCRIPTION
We are looking for a Senior Technical Product Manager to own and evolve how IT operators work inside ServiceNow. This role is responsible for defining and delivering the Incident, Request, and Change Management experience used daily by IT Operations, Engineering, and Service Desk teams across the organization.
You will identify where current processes and tools create friction, translate those gaps into clear business requirements, and deliver practical solutions in ServiceNow that improve operator efficiency, consistency, and visibility. You will own the product roadmap for these capabilities, drive hands-on implementation, and partner closely with stakeholders to standardize how support work is performed at scale.
This role requires someone who understands both IT operations and the ServiceNow platform deeply enough to bridge process, technology, and user experience. A strong emphasis on automation, platform optimization, and emerging AI capabilities within ServiceNow will be key to scaling support without scaling effort.
What you’ll do
- Own the product strategy and roadmap for Incident, Request, and Change Management in ServiceNow
- Partner with IT Operations, Engineering, and Service Desk leaders to identify pain points and define requirements
- Design and implement process and technical solutions that improve operator experience and consistency
- Drive standardization of support workflows across teams and domains
- Leverage automation and AI capabilities in ServiceNow to improve efficiency and scale
- Act as the connective tissue between operations, engineering, and platform teams
What we’re looking for
- Deep hands-on experience with ServiceNow ITSM modules, especially Incident, Request, and Change
- Strong understanding of ITIL and large-scale Service Desk / Service Operations environments
- Experience supporting infrastructure domains such as Networking, AV, and core IT systems
- Ability to translate operational pain into clear product requirements and delivered solutions
- Comfortable working with senior stakeholders and driving alignment across teams
- Passion for consistency, usability, and continuous improvement of operator tooling**
Key job responsibilities
- Own the product vision and roadmap for Incident, Request, and Change Management in ServiceNow, focused on improving how IT operators work day to day
- Translate operational pain points into clear requirements and delivered solutions that simplify workflows and create a single source of truth for support work
- Partner with IT Operations, Engineering, and Service Desk leaders to align priorities and drive adoption of consistent practices across teams and regions
- Lead end-to-end delivery of enhancements from requirements through implementation, ensuring solutions are practical, scalable, and measurable
- Establish and evolve best practices for incident detection, request fulfillment, and change execution to reduce friction for operators and customers
- Define KPIs, dashboards, and reporting that provide visibility into performance and guide continuous improvement
- Drive integration with other tools and systems to create a seamless support ecosystem
- Leverage automation and emerging AI capabilities within ServiceNow to increase efficiency without increasing effort
- Serve as the subject matter expert for Incident, Request, and Change within ServiceNow, influencing stakeholders and guiding teams as the platform evolves
About the team
The Ignition team is part of Amazon IT Products and Development (PnD) and owns the core IT service management capabilities that support Amazon’s global IT operations. We are responsible for process excellence and platform delivery for Amazon IT’s primary ITSM platform, ServiceNow. Partnering across Global Service Desk, IT Service Operations, the NOC, Asset Management, Security, and shared services, we define and operate the foundational ITIL processes, incident, problem, change, event, and knowledge management. Our work enables a consistent worldwide support experience and improves visibility into the health of Amazon’s corporate IT infrastructure.
BASIC QUALIFICATIONS
- Experience owning/driving roadmap strategy and definition
- Experience with feature delivery and tradeoffs of a product
- Experience contributing to engineering discussions around technology decisions and strategy related to a product
- Experience managing technical products or online services
- Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
- Bachelor's degree in computer science, engineering, mathematics or equivalent, or 5+ years of Information Technology (IT) experience
- 7+ years of program management, project management or product management experience
- 3+ years of experience supporting corporate IT or data center infrastructure operations, including incident and major incident management.
- Deep hands-on experience with ServiceNow in an enterprise environment, including ITSM, Incident, Request, Change, and Service Catalog capabilities; ITIL v3/v4 certified.
- Strong understanding of enterprise change management, including CAB operations, impact and conflict assessment, and change governance.
Job Tags
Full time, Worldwide, Night shift