Senior Technical Product Manager, IT Service Management

Responsibilities

• Lead the migration from our legacy ITSM platform to a modern, AI-native one, from data model, workflow, and catalog design through integrations, cutover, and decommission, with no loss in service levels or employee satisfaction
• Be the voice of the employee.
• Design requests, catalog items, and knowledge from the worker's point of view so getting help is easy and frictionless, and use feedback and service data to keep removing friction
• Own the platform as a product: a single roadmap and backlog, clear intake, and prioritization criteria that every service team can see and trust
• Govern the service catalog and request fulfillment. Decide what gets added, changed, or retired, and move requests from manual work toward automated and identity-governed fulfillment
• Own the knowledge management function: the standards, structure, and governance that make knowledge accurate and findable for people and AI agents alike, while individual teams keep ownership of their own content
• Define how AI agents operate in service management: which requests they resolve, which they route to a human, and the accuracy thresholds and guardrails behind each
• Build a repeatable onboarding model for ESM so non-IT service teams can adopt a consistent service experience, whichever platform fits them (intake, catalog, workflows, knowledge, reporting, access controls)
• Keep the platform audit-ready by designing change, incident, and access workflows that produce the evidence our SOX, SOC 2, and HIPAA controls require
• Work hands-on in the platform and with engineers on configuration, integrations, and automation, and direct vendor and partner work where needed

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