ServiceNow Product Manager

**ServiceNow Product Manager

Purpose of the Role** JLL’s Enterprise Service Management (ESM) team is hiring a ServiceNow Product Manager to own ServiceNow as a strategic enterprise platform. This role is accountable end-to-end for the platform’s product strategy.

The Product Manager is expected to help transform ESM into a value-providing function for JLL — treating ServiceNow as a product with a strategy and a roadmap rather than infrastructure to be kept running and ensuring platform investment is justified by measurable business outcomes rather than ticket volume or license spend alone.

Three key qualifications are necessary to be successful in this role: (1) strong platform/product management skill — the ability to own a strategic enterprise SaaS platform’s roadmap, backlog, and license/consumption economics across multiple, often competing stakeholder groups; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven, hands-on record of using AI and agentic AI to modernize a ServiceNow or ITSM practice; and (3) critical thinking and analytical judgment — the ability to apply industry frameworks, staffing models, and vendor claims appropriately to JLL’s business rather than adopting them by rote.

Key Responsibilities Platform Product Strategy & Roadmap Ownership

• Own end-to-end product strategy and the multi-year roadmap for JLL’s ServiceNow platform, acting as the single Product Manager accountable for what gets built, extended, or retired on the platform and why.
• Translate ESM’s operating model and business demand into a prioritized platform roadmap, arbitrating competing requests.
• Define and maintain the platform’s product backlog, working with the Director, ITSM Platform & Automation Lead to translate roadmap priorities into engineering delivery.
• Build the business case and secure ESM leadership buy-in for major platform investments, module additions, and multi-year initiatives.

License, Consumption & Value Management

• Own ServiceNow license and module portfolio management — tracking consumption, utilization, and entitlement against actual usage to prevent both under-licensing risk and shelfware spend.
• Own the ROI/value case for the platform, defining and reporting the business-outcome metrics (adoption, self-service deflection, automation coverage, cost avoidance) that justify continued and future investment.

Cross-Tower Governance & Release Management

• Partner with the CMDB Product Owner, Change Enablement Process Owner, and other ESM process owners so platform roadmap decisions stay aligned with data governance and change/release policy.
• Own platform governance standards — configuration, customization, and technical-debt discipline — in partnership with engineering, so the platform does not fragment as adoption grows across towers.
• Apply critical thinking to distinguish JLL’s genuine platform needs from vendor sales narratives, and defend prioritization trade-offs to senior stakeholders when demand exceeds capacity

AI & Agentic Platform Enablement

• Own the platform-level roadmap for AI and agentic capability — ServiceNow’s native AI Agent Studio, AI Agent Orchestrator, and Now Assist — partnering with the ITSM Engineering Manager and Intelligent Automation Lead on what gets built and adopted, and in what sequence.
• Bring critical, evidence-based judgment to evaluating ServiceNow and adjacent vendor claims of “AI-powered” or “agentic” capability, distinguishing genuine autonomous reasoning from rules-based automation marketed as agentic, to guide platform investment decisions.
• Ensure AI-enabled platform features are adopted with guardrails, human-in-the-loop controls, and auditability appropriate to their risk, in partnership with the process owners accountable for the workflows those features touch.

Enterprise Relationship Management

• Partner with stakeholders beyond core ITSM — e.g., Corporate Systems and business functions with a stake in the platform — so platform strategy accounts for use of the platform beyond IT operations, where applicable.
• Communicate platform strategy, roadmap, and value to ESM leadership, the ESM Steering Committee, and business stakeholders in language tied to business outcomes rather than technical feature lists.

Required Experience & Certifications Platform Product Management Experience

• 8+ years of product management experience, including 4+ years owning the strategy and …