Principal Product Success Manager ITAM ITOM

@ ServiceNow

Company Overview

ServiceNow, founded in sunny San Diego, California in 2004 by visionary engineer Fred Luddy, is a global market leader. Our AI-enhanced, cloud-based platform connects people, systems, and processes to help organizations work smarter and faster. Join our journey to make the world work better for everyone.

Role Overview

The Principal Product Success Manager ITAM ITOM is the key contact for customer programs, driving customer onboarding, advocacy, and ensuring customers achieve critical goals using ServiceNow IT Asset Management and IT Operations Management solutions.

Key Responsibilities

• Coordinate customer programs and events with Product Success.
• Establish trusted advisor relationships and nurture customer advocacy.
• Lead design workshops and provide training on ServiceNow platform capabilities.
• Advise clients on ITAM/ITOM best practices and technical resolutions.
• Collaborate with R&D and Product Management to enhance products.
• Create customer deliverables that reflect maturity in technical and process areas.
• Mentor field resources and share best practices across teams.

Qualifications

Over 7 years of experience as a business analyst and ITAM/ITOM practitioner with deep expertise in integrations, portals, and customer advisory. Must be proficient in ServiceNow product suite and familiar with tools like Flexera, SNOW Software, BMC, Microsoft SCCM, Oracle, IBM, Adobe licensing models, and process mapping documentation. A strong team player with excellent interpersonal skills is required.

Additional Information

This role supports flexible work personas including remote and on-site arrangements. All qualified candidates will be considered regardless of background. Contact accommodations are available if needed.

Key skills/competency

• ITAM
• ITOM
• Customer Success
• Process Mapping
• Product Evangelism
• Advisory
• Technical Training
• Design Workshops
• Customer Advocacy
• Collaboration