IT Enterprise Product Manager provides business and technical ownership of SPtech's enterprise platforms, initially ServiceNow and Enterprise Monitoring. This role sets platform direction, prioritizes enhancements, and performs or coordinates administration, maintenance, integrations, and releases. Working with IT teams, business stakeholders, and vendors, the Product Manager improves workflows, adoption, and platform performance to strengthen service delivery, reduce business disruption, and deliver measurable value across the locations SPtech supports.
ESSENTIAL JOB FUNCTIONS FOR THIS POSITION:- Own platform strategy and roadmaps aligned with business needs and IT operational objectives.
- Gather requirements and prioritize the backlog based on value, impact, effort, and available resources.
- Perform or coordinate administration, configuration, maintenance, upgrades, testing, and releases.
- Coordinate teams, vendors, and partners delivering development, integrations, and enhancements.
- Improve ServiceNow incident, request, problem, change, self-service, and automation capabilities.
- Lead Enterprise Monitoring adoption to improve service visibility, actionable alerts, and incident response.
- Partner with technical and security teams on reliable integrations, access controls, and data quality.
- Promote adoption through stakeholder engagement, documentation, training, and change communication.
- Track performance, adoption, service outcomes, and business value to guide continuous improvement.
- Regular and predictable attendance.
- Assist with escalated platform issues and coordinate resolution; provide limited on-call support.
- Support licensing reviews, vendor performance discussions, and evaluation of capabilities and costs.
- Maintain current platform knowledge and recommend practical improvements.
- Participate in cross-functional initiatives and travel to supported locations as needed.
REQUIRED EDUCATION / EXPERIENCE:- 7-10 years of experience in service desk leadership or a Product Manager role.
- Experience owning or improving enterprise applications and IT service management processes.
- Experience gathering requirements, prioritizing enhancements, and coordinating delivery across teams and vendors.
- Experience with platform administration, upgrades, testing, releases, and operational support.
PREFERRED EDUCATION / EXPERIENCE:- Degree in Information Technology, Information Systems, Business, or a related field. Experience with ServiceNow, enterprise monitoring, and IT operations across multiple locations preferred.
REQUIRED SKILLS & ABILITIES:- Ability to translate business needs into roadmaps, requirements, priorities, and measurable outcomes.
- Knowledge of IT service management, platform configuration, integrations, and workflow automation.
- Strong analytical, troubleshooting, organizational, and vendor coordination skills.
- Clear communication and stakeholder management; ability to lead cross-functional work and support user adoption.
PREFERRED SKILLS & ABILITIES:- ServiceNow administration or implementation skills and related certifications; ITIL certification.
- Knowledge of monitoring, event management, alert tuning, dashboards, and service health reporting.
- Familiarity with APIs, scripting, Agile delivery, and process improvement methods.
