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Workday · IT - Administration

Principal Product Manager, IT Service Management

India, Pune · Job Posted May 04, 2026
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Job Description

As a Principal Product Manager for ServiceNow, you will be instrumental in shaping the business user experience and increasing platform adoption across the organization. You will collaborate with Workday business leaders to identify operational challenges and develop scalable solutions that promote operational excellence. When new opportunities and initiatives arise, you will be crucial in connecting the various project elements and ensuring that the intended benefits are achieved.

Job Responsibility

  • Serve as a strategic advisor and partner to business stakeholders to identify challenges and opportunities for operational excellence
  • Define and align goals for ITSM transformation and drive platform adoption across the enterprise
  • Identify new areas of opportunity within the enterprise for ServiceNow utilization, including the adoption of new modules, custom applications, and process automation
  • Lead end-to-end business analysis from discovery workshops to detailed requirements, focusing on delivering measurable business value through the platform
  • Develop and maintain a strategic ServiceNow product roadmap, aligning with business needs, user experience, and enterprise IT strategy
  • Work closely with technical teams to translate business requirements into technical solutions, ensuring alignment with best practices and platform capabilities
  • Build and manage a pipeline of enhancements and features, prioritizing based on business impact, usability, and technical feasibility
  • Collaborate with global teams to design and implement scalable processes using KPIs, SLAs, process flow optimization, and continuous improvement principles
  • Facilitate business leader and stakeholder-level discussions to build consensus, communicate progress, and demonstrate ROI
  • Lead initiatives related to process reengineering, integration of third-party tools (like PagerDuty), and solution governance
  • Own the delivery of training material, user guides, and knowledge articles to enable widespread user adoption and self-service enablement
  • Stay current with ServiceNow and industry trends, applying innovation and emerging practices to enhance business value

Requirements

  • Minimum 12+ years of experience in the design, implementation and support of the ServiceNow platform across multiple lines of business, including experience in ITSM and ITIL practices
  • Proven record of driving platform adoption leveraging a proactive user-centric approach
  • Extensive experience with full life cycle development for ServiceNow customizations including requirements gathering, design, development, testing, deployment, and documentation
  • ITIL Foundation Certification
  • Bachelor's degree in Computer Science, Information Systems, or related discipline or equivalent professional experience

Nice to have

Good to have ServiceNow Admin Certification and additional ServiceNow certifications (e.g., ITSM, App Engine, SPM or Platform Developer) are a plus

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