ServiceNow ITOM Product Manager

Position Overview

This position is a lead role in the management of our ServiceNow ITOM. The individual in this role will lead the roadmap, governance, communication, design, execution, and maintenance of our ServiceNow ITOM initiatives. Liaising with technology teams, process owners and counterparts to inform and partner on our enterprise strategy and manage application sustainment, enhancement, and/or new development.

Reporting to the Lead IT Director, ServiceNow Platform Service Management, this position is critical in supporting the development and implementation of the overall ServiceNow ITOM strategy while operational objectives and strategic business initiatives are met. This role will also have indirect management of technical staff – including, but not limited to, being the first point of escalation, prioritizing, and managing assignments from the product backlog.

Key Responsibilities

• Lead the technical governance, delivery, communication, maintenance, and prioritization of enhancements and other responsibilities for ServiceNow ITOM.
• Partner with technology, process, and business stakeholders to define, analyze, and document requirements for ServiceNow ITOM improvements focused on enhancing the CMDB and supporting technologies.
• Develop, implement, and maintain a governance strategy to achieve consistent and efficient standards for decision-making, escalation, and issue management for ServiceNow ITOM and in collaboration with IT counterparts.
• Provide architectural controls for discovery, CMDB, service mapping, and event management.
• Work directly with the ServiceNow development team to select the most effective solution for defined requirements.
• Align with platform architects and IT Security experts to ensure ServiceNow ITOM meets all relevant compliance and security standards.
• Deliver incredible tools and experiences by combining your knowledge of configuration management processes and the ServiceNow platform.
• Drive continual ITOM improvement and CMDB adoption aligned to CSDM across ServiceNow.
• Ensure that the technical aspects of future releases or upgrade implementations are in line with security, best practices, and business expectations.
• Develop and maintain a strong partnership with key stakeholders on the overall platform strategy and architecture.
• Lead a group of developers to support product sustainment, manage releases, and handle regular business requests utilizing SAFe Agile Methodology.

Required Qualifications

• 7+ years managing delivery of ServiceNow ITOM, Discovery, CMDB, and Event Management.
• 5+ years in product manager/product owner roles involving governance and alignment on ServiceNow ITOM initiatives.
• 5+ years managing best practices for ITOM, Discovery, CMDB, and Event Management.
• 5+ years of ServiceNow development experience, specializing in ITOM (Discovery, CMDB, Service Mapping, and Event Management).
• 5+ years of problem management experience with ITIL awareness.
• 5+ years of infrastructure configuration experience across on-premises datacenters, cloud, network, and IT security tools.
• 3+ years of hands-on MID-server configuration experience and architectural understanding.
• 3+ years of experience with the ServiceNow CSDM Model.
• 5+ years of Program/Project Management or Scrum Master experience with strong communication, tracking, reporting, risk management, and negotiation skills.
• Education:Bachelor’s degree, or equivalent experience (HS diploma + 4 years relevant experience).

Preferred Qualifications

• Customer-obsessed mindset with experience influencing and consulting to solve business or technical problems.
• Experience working in a SAFe Agile team.
• Experience leading, engaging, and coaching new developers.
• Proven ability to work in a fast-paced and dynamic delivery environment with versatility to manage multiple projects, priorities, and urgent issues simultaneously.

Compensation

Pay Range:$106,605.00 - $284,280.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade. The actual base salary offer will depend on factors including experience, education, geography, and other relevant considerations. This position is eligible for a CVS Health bonus, commission, or short-term incentive program in addition to the base pay. It also includes an award target in the company’s equity award program.

Benefits & Perks

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling, and financial coaching.
• Benefit solutions that address various needs including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.
• For more information, visithttps://jobs.cvshealth.com/us/en/benefits.