Service Management Platform (ServiceNow) Product Management

Service Management Platform (ServiceNow) Product Management Location: US-OR-REMOTE Date Posted: 2026-05-13 Country: United States of America Location: US-OR-REMOTE Position Role Type: Remote U.S. Citizen, U.S. Person, or Immigration Status Requirements: Must be authorized to work in the U.S. without the company’s immigration sponsorship now or in the future. The company will not offer immigration sponsorship for this position.​ The company will not seek an export authorization for this role. Security Clearance Type: None/Not Required Security Clearance Status: Not Required At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. Join us and help shape the future of aerospace and defense. The following position is to join our RTX Corporate Enterprise Applications Team: The Associate Director of Service Management Platform Product Managementis responsible forleading the strategy, roadmap, and delivery of the enterprise Service Management Platform on ServiceNow. This role oversees the product lifecycle for ITSM, Technology Management(CMDB, Hardware & Software Asset Management, Event Management, Enterprise Architecture, Operational Technology, & Business Continuity Management), and Core Platform capabilities, ensuring that the platform enables operational excellence, scalable processes, and high-quality user experiences across the organization. This position combines product leadership, platform governance, business analysis, and change-managementexpertise. The role partners closely with technology, operations, governance bodies, and business stakeholders to definetheplatformroadmap, focus on deliveringvalue,optimizeadoption, ensure stability, and drive continuous improvement across the ServiceNow ecosystem. What You Will Do: Service Management Platform Product Leadership (ServiceNow) Own the product vision, strategy, and roadmap for the enterprise Service Management Platform (ServiceNow) across ITSM, Technology Management, andCorePlatform capabilities. Drive platform governance, ensuring alignment with enterprise architecture, security standards, and strategic priorities. Partner with key stakeholders to prioritize platform enhancements and backlog items based on value, risk, user impact, and operational needs. Ensure platform capabilities scale effectively and support enterprise-wide service management maturity. Lead efforts to drive organizational adoption of platform features, ensuring successful enablement and improved user experiences. Collect and evaluate platform feedback to guide iterative enhancements and future roadmap planning. Serve as an escalation point for major platform issues and provide oversight for L3 incident management, coordinating with technical teams to resolve complex operational problems. Define and measure platform KPIs to communicate product value and operational impact. Product Management Practices Ensure that the Product Managers within our organization are engaging in Product Management best practices: Conduct market and industry research toidentifynew ServiceNow capabilities, trends, and best practices that support platform evolution. Engage and manage stakeholders across business and technology teams, ensuring alignment, transparency, and shared decision-making. Define epics, features, and acceptance criteria that guide development teams. Translate platform strategy into actionable functional requirements. Maintain thorough functional documentation for platform features and capabilities. Oversee product governance processes and ensure compliance with enterprise standards. Business Analysis Ensure that the Business Analysts within our organization are engaging inBusiness Analysisbest practices: Develop and document functional and technical story-level requirements for ServiceNow modules and enhancements. Write clear, user-focused stories that reflect business needs and platform best practices. Define story acceptance criteria and conduct functional validation. Coordinate User Acceptance Testing (UAT) and ensure testing outcomes align with release expectations. Support story deployment activities, ensuring readiness for implementation. Maintain test case inventory to ensure consistent platform quality. Project Oversight Provide oversight for initiatives involving the Service Management Platform, ensuring alignment with scope, timelines, and platform strategy. Partner with project teams, engineering, and business stakeholders to resolve blockers and guide delivery. Functional Testing & UAT Strategy Develop comprehensive testing strategies for platform releases, enhancements, and feature deployments. Ensure that UAT and functional test coverage accounts for business risk, operational dependencies, and platform integrity. Oversee execution of test plans andvalidatefunctional behavior prior to production deployment. Scaled Agile Framework (SAFe) Demonstrated leadership implementing andoperatingwithin the Scaled Agile Framework (SAFe) acrossenterprise leveltechnology or platform teams. Deep understanding of agile delivery principles, including backlog refinement, iterative development, and continuous improvement practices. Proven experience guiding Agile Release Trains (ARTs) and collaborating with Release Train Engineers, Product Managers, Product Owners, and Scrum Masters. Lead and activelyparticipatein Program Increment (PI) Planning, ensuring alignment between business priorities, architectural standards, and ServiceNow platform strategy. Provide leadership across all agile ceremonies, including sprint planning, daily standups, backlog refinement, sprint reviews, and retrospectives. Ensure product and platform roadmaps integrate effectively with ARTobjectivesandcross teamdependencies. Partner with teams to ensure stories, features, and epics align toSAFedefinitions of ready and done. Coach teams and stakeholders onSAFepractices to drive maturity, predictability, and transparency across the platform portfolio. UseSAFemetrics to inform planning and improve delivery outcomes. Team Leadership & People Management Provide leadership, coaching, and direction to product managers, business analysts, and cross-functional team members supporting the Service Management Platform. Foster a collaborative and high-performance team culture focused on accountability, continuous improvement, and delivering high-quality platform outcomes. Develop team capabilities by mentoring individuals on product management practices, requirements development, stakeholder engagement, and ServiceNow best practices. Set clear expectations, define roles and responsibilities, and ensure alignment on priorities, scope, and delivery timelines. Coordinate work across technical, operational, and business teams, ensuring effective communication, shared ownership, andtimelyescalation of risks or blockers. Manage workload distribution, capacity planning, and resource alignment to support platform initiatives and strategic goals. Promote a supportive environment that values diverse perspectives, encourages growth, andmaintainshigh levelsof engagement and team satisfaction. Qualifications You Must have: Typically requires: A University Degree or equivalent experience and minimum 12 years prior relevant experience, or An Advanced Degree in a related field and minimum 10 years experience Direct experience leading a product management team using industry standard product management best practice with strong stakeholder management skills, including building relationships,creatingand managing an engagement plan, and developing a strategic partnership. Strong understanding of ServiceNow architecture, modules, capabilities, and implementation approaches with experience supporting ITSM processes (e.g., Incident, Problem, Change, Request, CMDB, Knowledge). Familiarity with technology management workflows and platform operations with a demonstrated ability to lead cross-functional teams and drive transformation across business and IT domains. Experience implementing andoperatingwithin the Scaled Agile Framework (SAFe). Ability to manage multiple priorities in a fast-paced environment whilemaintaininglong-term strategic focus with strong analytical, communication, and organizational skills. Learn More & Apply Now Work Location: Remote Remote: Employees who are working in Remote roles will work primarily offsite (from home). If you live within a reasonable commute of an RTX site with other colleagues you interact with, your manager will discuss whether there is a degree of onsite presence associated with this role. As part of our commitment to maintaining a secure hiring process, candidates may be asked to attend select steps of the interview process in-person at one of our office locations, regardless of whether the role is designated as on-site, hybrid or remote. The salary range for this role is 157,200 USD - 298,800 USD. The salary range provided is a good faith estimate representative of all experience levels. RTX considers several factors when extending an offer, including but not limited to, the role, function and associated responsibilities, a candidate’s work experience, location, education/training, and key skills. Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays. Specific benefits are dependent upon the specific business unit as well as whether or not the position is covered by a collective-bargaining agreement. Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement. Payments under these annual programs are not guaranteed and are dependent upon a variety of factors including, but not limited to, individual performance, business unit performance, and/or the company’s performance. This role is a U.S.-based role. If the successful candidate resides in a U.S. territory, the appropriate pay structure and benefits will apply. RTX anticipates the application window closing approximately 40 days from the date the notice was posted. However, factors such as candidate flow and business necessity may require RTX to shorten or extend the application window. RTX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected class. RTX provides affirmative action in employment for qualified Individuals with a Disability and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans’ Readjustment Assistance Act. Privacy Policy and Terms: Click on this link to read the Policy and Terms