Director, ServiceNow Product Manager Multiple Locations
FTI Consulting is the world's leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world's leading law and private equity firms when they are facing their greatest opportunities and challenges.
At FTI Consulting, you will be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world's leading experts in your field, you will be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
Are you ready to make an impact?
About the Role
The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting. The ServiceNow Product Manager role is in the Corporate Information Technology Group. ServiceNow is the firm's strategic enterprise service management platform of choice for many of our Core Operations teams and will continue to be a strategic leader as we continue to digitally transform our back-office processes and workflows. The ServiceNow Product Manager plays a critical role in ensuring the successful deployment and ongoing development of FTI's ServiceNow instance(s).
What You'll Do
- Provide thought leadership, insight and expertise into the NOW platform capabilities and product roadmap across the enterprise.
- Work with various Core Operations teams and business units to identify opportunities where the NOW platform can create streamlining, efficiency, and automation.
- Design authority for cross-functional and cross-platform automation workflows with the aim to improve back office efficiencies.
- Support creating the overall roadmap and shape demand for enterprise platform consumption.
- Own and oversee the ServiceNow instances, the core platform team, and any escalations.
- Act as the business lead and owner of the ServiceNow platform.
- Preside over the technical governance board and be involved in all governance components.
- Act as the design authority on all technical decisions across the platform to ensure a seamless user experience that aligns with the platform design strategy.
- Responsible for ServiceNow project timelines and delivery along with assigned project manager.
- Understand the business context and how to translate business and functional requirements into a sustainable ServiceNow implementation.
- Enhance and revise workflow processes and related system configurations based on changes or needs of stakeholders, customers, or changes in the environment.
- Configure and enhance core applications including, but not limited to, Enterprise Service Management (incl. ITSM, Finance Service Management, Legal Service Delivery, Marketing Service Management, Facilities Service Management), Service Catalog, Service Portal, Knowledge Base, and Reporting.
- Ensure platform team alignment with the business strategy, roadmap, and platform governance policies.
- Set direction and demand management for monitoring health, usage, security posture, and overall compliance of the NOW platform.
- Independently create, execute, track, and measure project(s).
- Manage the work efforts of others, create and develop work plans, and deliver solutions.
- Create, manage and report on budgets and budget-actual progress.
- Using templates, develop technical solutions, document the solution, and plan/execute the solution.
- Successfully run and manage a portfolio of projects simultaneously. Ability to coordinate resources across multiple projects and deliverables.
- Adapt and shape IT strategy to serve the needs of the business.
Basic Qualifications
- 4-year computer science degree or equivalent relevant job experience.
- 8+ years of experience managing, architecting and developing solutions using the NOW platform.
- ServiceNow Admin Certified.
- Certified Implementation Specialist in at least one discipline (ITSM, HRSD, CSM, etc.).
- ITIL V3/V4 Certified.
- Applicants must be currently authorized to work in the United States on a full-time basis; this position does not provide visa sponsorship.
Preferred Skills
- Certified Technical Architecture (CTA).
- Requirements engineering: requirements elicitation, analysis, and documentation.
- Experience and a thought leader in orchestration and automation across various system topologies with ServiceNow acting as the broker.
- Business Process Analysis using suitable tools and techniques such as UML-GAP Analysis (as-is, to-be).
- Experience across the full project lifecycle from requirement gathering to implementation stage in both waterfall and agile.
- Excellent influencing and negotiation skills to resolve conflict amongst stakeholders at all levels of the organization.
- Good working knowledge of ITIL framework and best practices using ServiceNow.
- Excellent written and verbal communication skills.
- Previous experience working in a professional services firm.
- Experience of test-driven development alongside the use of automated test frameworks, mocking and stubbing and unit testing tools.
- Strong attention to detail.
- A positive attitude and self-motivated.
- Able to work independently with little guidance, or as a team contributor in a fast-paced, deadline-driven environment.
- Highly organized and adaptable to changing priorities.
- Ability to effectively communicate and coordinate with senior business management and peers.
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 8,000 employees located in 33 countries and territories, our broad and diverse bench of award-winning experts advise their clients when they are facing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been recognized as one of the World's Best Management Consulting Firms by Forbes. For more information, visit and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law.
