Analytics Product Manager heading health education analytics strategy. Driving AI and insights for improved educational outcomes across institutions.
About the role
- Senior Product Manager driving ServiceNow product strategy and roadmap for customer service excellence. Collaborating with senior stakeholders and leading cross-functional teams to enhance service delivery.
Responsibilities
- Define and co-own the end-to-end product roadmap for ServiceNow capabilities supporting the global service organization.
- Translate business needs into a clear product vision focused on intelligent workflows, predictive insights, and customer self-service empowerment.
- Collaborate with senior stakeholders to align platform strategy with corporate goals and service transformation objectives.
- Partner with Service Operations, Customer Success, Sales, and Marketing to understand and optimize user journeys for renewals, upsells, complaint handling, and self-service.
- Leverage AI-driven analytics, predictive models, and conversational bots to enhance customer experiences and reduce manual workloads.
- Develop data-driven insights to improve customer satisfaction, resolution rates, and operational efficiency.
- Promote proactive service capabilities through anomaly detection, sentiment analysis, and case prediction tools.
- Lead an agile, cross-functional team of developers, business analysts, and UX designers to deliver platform enhancements on time and within scope.
- Prioritize features and backlog items based on user feedback, business value, AI readiness, and measurable outcomes.
- Partner with IT and ServiceNow architects to ensure scalable and secure implementations.
- Drive integration of AI/ML services within ServiceNow, such as Virtual Agent, Predictive Intelligence, and Performance Analytics.
- Establish product governance frameworks for change management, release planning, and platform standards.
- Define KPIs and success metrics for platform adoption, customer engagement, and operational efficiency.
Requirements
- Bachelor or Master in Engineering, and/or an MBA completed.
- 6+ years of experience in product management, preferably within enterprise service management and SaaS platforms.
- Deep understanding of ServiceNow (especially CSM, ITSM, Knowledge, and AI modules) and its role in large-scale service operations.
- Experience driving adoption of AI-enabled solutions such as virtual assistants, chatbots, predictive analytics, or process automation.
- Strong analytical and problem-solving skills with proficiency in defining and tracking key product and AI performance metrics.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organization.
- Experience with Agile delivery frameworks (Scrum, Kanban) and tools such as Jira, Aha!, or ServiceNow Agile Development.
- Ability to travel up to 20%.
Benefits
- Health insurance
- Flexible working hours
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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