Technical Product Manager with ServiceNow TSM

Job Title: Technical Product Manager - ServiceNow TSM

Location: Remote

Position Summary

We are seeking a Technical Product Manager (Contractor) to support the strategy, execution, and continuous improvement of our ServiceNow Technology Service Management (TSM) platform within the IT department. This role will serve as a key liaison between the Product Owner, IT stakeholders, development teams, and external vendors to ensure successful requirements gathering, solution design, development, and process transformation.

The contractor will provide hands-on leadership across requirements definition, vendor coordination, development oversight, and process transformation to deliver scalable, high-quality ServiceNow solutions aligned with business objectives.

Key Responsibilities

1. Product & Platform Support (ServiceNow TSM)

• Support roadmap execution and backlog management for ServiceNow TSM in partnership with the Product Owner.
• Translate business needs into high level technical requirements, user stories, and acceptance criteria.
• Ensure alignment between IT strategy and ServiceNow capabilities.
• Drive continuous platform optimization and enhancement initiatives.

2. Requirements Management & Stakeholder Liaison

• Act as primary liaison between the Product Owner and technical teams.
• Facilitate workshops to gather, clarify, and solidify functional and technical requirements.
• Validate requirements for feasibility, scalability, and alignment with architectural standards.
• Manage requirement traceability from intake through deployment.

3. Development & Vendor Coordination

• Serve as liaison between internal development teams and external vendors.
• Review solution designs and ensure adherence to ServiceNow best practices and enterprise architecture standards.
• Oversee development progress, sprint deliverables, and release planning.
• Coordinate testing efforts including SIT and UAT to ensure production readiness.
• Manage vendor performance and ensure deliverables meet agreed timelines and quality expectations.

4. Process Transformation & Documentation

• Lead ServiceNow-enabled process transformation initiatives.
• Identify process gaps, inefficiencies, and automation opportunities.
• Partner with vendor development teams to document:
  • As-is and to-be process flows
  • Functional specifications
  • Technical design documentation
  • Standard Operating Procedures (SOPs)
  • Ensure documentation aligns with IT governance and audit requirements.

5. Governance, Risk & Compliance

• Ensure solutions align with ITIL practices and internal IT governance standards.
• Support change management and release governance controls.
• Ensure compliance with security, risk, and audit policies.

6. Reporting & Communication

• Provide regular status updates to IT leadership and stakeholders.
• Track KPIs and performance metrics related to ServiceNow TSM delivery.
• Proactively communicate risks, dependencies, and mitigation strategies.

Qualifications

Required

• 5+ years of experience in Technical Product Management, IT Product Management, or ServiceNow platform management.
• Hands-on experience with ServiceNow TSM (Technology Service Management) or related ServiceNow modules.
• Strong understanding of ITIL processes and IT service management frameworks.
• Experience working within Agile/Scrum delivery models.
• Experience managing external vendors and system integrators.
• Strong process documentation and requirements management skills.
• Excellent stakeholder communication and facilitation skills.

Preferred

• 5+ years of Enterprise Architecture experience or background.
• Experience leading IT process transformation initiatives.
• Strong technical background in enterprise systems integration.
• Experience working in large-scale enterprise IT environments.