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Principal Inbound Product Manager - Order Management

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description


Join the new and fast-growing Customer and Industries team at ServiceNow and help shape the future of Order Management processes such as order creation, fulfilment ,order exceptions and after sales support!  Here is what is important to us: (1) building relationships based on trust (2) owning and executing your personal and team objectives with grit and passion (3) adopting a growth mindset in relentless desire to help better our customers, our team and yourself.


Our products are growing rapidly, and we are quickly expanding into new, adjacent markets. Thus, this is an opportunity to get in in the early stages of our Order Management product, driving the execution , integrations and other foundational capabilities. Think of it like being the product-lead for a well-funded “startup,” only at a best of breed, admired, enterprise software company.

The  Principal Inbound Product Manager, resides within the product organization. This role is extraordinarily collaborative, working not only with the inbound product team, but cross-functionally with outbound product managers, design, research, engineering, quality engineering, documentation, product success, operations, and more.

What you get to do in this role:

If you are passionate about leading the product’s direction, getting to know the customers, being intimate with the problems users have, executing planning and releases, and building products customers love, this role is for you! In it, you will:

Drive product strategy:

  • Evaluate customer pain points, research insights, usage and adoption data, and competitive and market intel to develop a point of view on product priorities.
  • Write business cases for investments and deliver these insights in executive facing meetings.
  • Build and manage a backlog of customer and/or market validated ideas and requirements which translate to a clear minimum viable product with differentiators.
  • Explore and pitch inorganic methods of providing solutions which solve problems for customers.

Execute planning and releases:

  • Work with user experience and engineering teams to bring ideas to life.
  • Communicate complex problems in easily understood requirements.
  • Validate product designs and prototypes with customers.
  • Collaborate with other ServiceNow product teams to resolve and execute cross-team dependencies.
  • Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues.
  • Ensure successful delivery of product releases.

Product enablement and success:

  • Collaborate with outbound product management, sales, marketing, product success, education services and other teams to cement customer success.
  • Develop enablement collateral which helps to create the “whole product."

Engage with and champion the customer:

  • Understand how customers are using the product as well as trends such as reasons for lack of adoption or low usage and barriers to success.
  • Be voice of customer, providing their perspective on value throughout product development lifecycle.
  • Run design partnerships with top 5-10 strategic customers


To be successful in this role you have:

  • Have 10+ years of inbound or technical product management experience.
  • Have deep experience in Order Management and its related processes.
  • Bonus points if you have knowledge of additional areas like CPQ.
  • Have strong experience in building products within a platform led organization
  • Have experience managing enterprise architecture and third-party integrations.
  • Strong prioritization skills and the discipline to focus on high-impact activities. This means ability to say “no” while articulating your reasons for prioritization.
  • Experience gathering and capturing product requirements and transforming them into a product roadmap. This includes ability to identify and prioritize problems before creating solutions.
  • Strong written and oral communication skills to be able to convey technical and business concepts at a level appropriate to the audience.
  • Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions.
  • Agile and/or Scrum experience; certification is not required.
  • Think strategically, learn fast and communicate with impact.
  • Should be able to influence and create alignment across cross-functional teams without formal authority.
  • Ability to think critically, solving complex problems.
  • Thrive in ambiguity and operate fluently.
  • Ability to travel up to 20% of the year.

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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