IT Sr Mgr TPO ServiceNow GS Products

Role Summary

Senior Manager, Technical Product Owner (TPO) for ServiceNow Global Services portfolio focused on HR case management, payroll case workflows, and expense reporting. Define strategy and product operating model, own multi-year roadmaps, and lead a team of product owners and cross-functional partners to deliver scalable, secure, and user-centric ServiceNow solutions that transform the employee experience and reduce operational risk. Location: New Brunswick, New Jersey.

Responsibilities

• Act as the TPO for GS Service Management products, driving the vision and strategy to meet stakeholder needs across HR, Payroll, and Expense Reporting.
• Own the multi-year product roadmap and portfolio backlog; prioritize epics and initiatives to deliver high-impact outcomes (reduced cycle time, improved satisfaction, lower cost-to-serve).
• Collaborate with cross-functional teams — business stakeholders, functional product groups, technology services, and HPT chapter expert services — to gather requirements, prioritize features, and deliver comprehensive analytics and platform solutions.
• Define and manage the product backlog; ensure user stories, acceptance criteria, and dependencies are clear, actionable, and aligned to business value.
• Translate business requirements into technical specifications and partner closely with architects, data engineers and developers to ensure timely delivery of enhancements, integrations, and analytics capabilities.
• Monitor platform and product performance; identify areas for improvement and recommend enhancements to support informed decision-making and operational excellence.
• Lead use-case discovery and pilots for in-platform AI and intelligent automation (Virtual Agent, Predictive Intelligence, Flow Designer AI actions) to accelerate case resolution, improve triage and enhance self-service.
• Conduct regular QBRs and stakeholder reviews; collect feedback and iterate to continuously enhance product capabilities and user experience.
• Create compelling value propositions to secure development budget, articulating expected benefits, measurable outcomes, and key results.
• Lead training sessions, workshops, and demos to promote platform adoption, influence business partners, and maximize the platform’s potential.
• Ensure governance and compliance by partnering with InfoSec, Privacy, Legal, and Payroll/Finance teams; maintain portfolio metadata and artifacts in Nexus, Asset Management, LeanIX, ITSM, and IAM.
• Sponsor delivery excellence: define success metrics, enforce testing and release governance, and mentor product owners and Agile teams to raise delivery maturity.

Qualifications

• Required: At least 8 years of experience in product management, program delivery, or product-focused IT leadership; minimum 5 years owning ServiceNow products or large-scale HR/payroll/shared-services systems.
• Required: Deep domain knowledge of HR case management, payroll case workflows, and expense reporting processes, including integrations with Workday, payroll engines, ERP systems, or similar.
• Required: Strong ServiceNow expertise: HRSD, Case Management, workflow automation, configuration vs customization trade-offs, and experience implementing platform-native solutions at scale.
• Required: Demonstrated experience translating business needs to technical specifications and delivering with cross-functional engineering and data teams.
• Required: Proven ability to secure investment and build business cases tied to measurable outcomes.
• Required: Executive-level stakeholder management and influence; comfortable presenting to senior leaders and running QBRs.
• Required: Experience leading and developing teams of product owners, business analysts, and cross-functional contributors in an Agile environment.
• Required: Bachelor’s degree in IT, Business, HR, or related field, or equivalent experience.
• Preferred: ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist (HRSD or related).
• Preferred: Experience working in Global Services/Shared Services or enterprise HR/payroll operations across multiple regions.
• Preferred: Familiarity with analytics, observability tools, and maintaining portfolio information in Nexus, LeanIX, ITSM, Asset Management and IAM.
• Preferred: Track record applying AI/ML and RPA/intelligent automation in service management contexts.

Skills

• Required: Analytical Reasoning
• Required: Consulting
• Required: Cost Management
• Required: Data Reporting
• Required: Human-Computer Interaction (HCI)
• Required: Innovation
• Required: Performance Measurement
• Required: Product Development
• Required: Product Strategies
• Required: Project Management Methodology (PMM)
• Required: Report Writing
• Required: Research and Development
• Required: Software Development Management
• Required: Strategic Supply Chain Management
• Required: Tactical Planning
• Required: Technical Credibility
• Preferred: Analytical Reasoning
• Preferred: Consulting
• Preferred: Cost Management
• Preferred: Data Reporting
• Preferred: Human-Computer Interaction (HCI)
• Preferred: Innovation
• Preferred: Performance Measurement
• Preferred: Product Development
• Preferred: Product Strategies
• Preferred: Project Management Methodology (PMM)
• Preferred: Report Writing
• Preferred: Research and Development
• Preferred: Software Development Management
• Preferred: Strategic Supply Chain Management
• Preferred: Tactical Planning
• Preferred: Technical Credibility

Education

• Bachelor’s degree in IT, Business, HR, or related field, or equivalent experience.