Senior Product Success Manager

ServiceNow; City Of London; On-site; GBP 65,000 - 90,000; Full time

Job summary

A global technology leader in London is seeking an experienced IT Asset Management practitioner to coordinate customer programs and enhance business processes. Ideal candidates will have at least 5 years of relevant experience, excellent interpersonal skills, and a strong understanding of IT systems. The role requires collaboration with clients to establish goals and improve processes, making it pivotal for customer success.

Qualifications

• At least 5+ years of business analyst, ITAM practitioner experience.
• Demonstrated ability to influence in IT environments.
• Strong understanding of licensing models.

Responsibilities

• Be the focal point for customer programs and events.
• Advocate customer needs across departments.
• Lead customer design workshops on IT Asset Management.

Skills

Business analyst experience

Strong understanding of IT systems

Interpersonal skills

Customer-centric attitude

Education

Certified in ServiceNow Software

Tools

Flexera

SNOW Software

BMC

Microsoft

SCCM

Job description

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:

• Be the focal point of contact & coordination for customer programs & events with Product Excellence, including customer onboarding/closed loop tracking for customer programs

Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services.

Develop, prepare, and nurture customers for advocacy.

Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals.

• Advocate customer needs/issues cross‑departmentally.
• Prioritizing and driving resolution on escalated customer issues.
• Demonstrate competency in the ServiceNow IT Asset Management product suite
• Advise customers in their efforts to take advantage of the ServiceNow IT Asset Management Solution's standard capabilities in their efforts to improve their IT processes
• Lead customer design workshops focused on ServiceNow Platform and IT Asset Management Solution technology
• Guides and provides ad‑hoc oversight/training
• Advise on development/develop required portal components and other platform related items to operationalize ServiceNow ITAM solutions.
• Prepare customer‑facing deliverables focused on the maturity of the customers technical and process.
• Juggle multiple and complex projects/initiatives
• Provide feedback on best practices and delivery/engagement materials on Now create.
• A deep sense of empathy for the customer and genuine passion in helping them succeed.
• Engage and collaborate closely with the ServiceNow R&D teams on escalated technical issues.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems.
• Solid experience in requirements gathering, including experience in creating process mapping documentation.
• Responsible for creating innovative solutions leveraging ServiceNow's ITAM (Software Asset Management, Hardware Asset Management, Cloud Insights) Solutions
• Mentor field resources in implementation methodology, configuration, and best practices for ITAM applications.
• Respond to customer questions relating to ServiceNow ITAM products.
• This role is pivotal in providing our growing customer base, with lessons learned, strategies, and advice to enhance real world security operations.
• Help develop programs that enable ecosystem on ITAM on the ServiceNow platform
• Collaborate with Product Management and Development team members to enhance ServiceNow products with new capabilities that address Federal customer needs
• Share best practices and known solutions with other internal teams, community, and customers to help promote faster time to value for customers.
• Stay current on competitive analyses and understanding differentiators between ServiceNow and its competitors.
• Be a product evangelist, supporting at scale events such as user conferences, trade shows, webinars, etc.
• Discuss 1:1 or 1: many on the art of the possible with ServiceNow ITAM solutions referencing success stories/anecdotal data.

Qualifications

• At least 5+ years of business analyst, ITAM practitioner experience for complex, highly‑capable, technologies - inclusive of integrations and portals
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) in an IT environment, while providing thought leadership to IT sponsors/stakeholders in solving business process and/or technical problems
• Strong understanding with leading IT and related systems and tools such as Flexera, SNOW Software, BMC, Microsoft, SCCM along with experience with Oracle, IBM, Adobe and Microsoft licensing models.
• Understanding of end‑to‑end procurement, request, allocation & reclamation process flows
• Ability to interact with customers in regard to contract management
• Strong interpersonal skills, customer‑centric attitude, ability to deal with cultural diversity.
• Proven team player and team builder
• Comfortable speaking as industry expert for IT Asset Management
• Certified in ServiceNow Software, Hardware and Enterprise Asset
• Leader and evangelist for ServiceNow Software, Hardware and Enterprise Asset

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [e-mail] for assistance.