Senior Product Success Manager

ServiceNow; City of Westminster; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading software company in the UK is seeking an experienced ITAM Consultant to coordinate customer programs and provide expert advisory services. The ideal candidate will have extensive experience in IT asset management, strong interpersonal skills, and a customer-centric attitude. This role involves developing strategies to enhance IT processes and collaborating closely with clients and internal teams to drive product value. Competitive compensation and flexible working arrangements are offered.

Benefits

Flexible working arrangements

Qualifications

• 5+ years of business analyst or ITAM experience for complex technologies.
• Ability to influence in an IT environment while providing thought leadership.
• Strong understanding of IT systems and tools, including licensing models.

Responsibilities

• Act as the focal point for customer programs and events.
• Establish trusted advisor relationships with clients.
• Advocate for customer needs across departments.

Skills

Business analysis

ITAM expertise

Influencing and consulting

Cross-departmental collaboration

Customer-centric attitude

Education

Certification in ServiceNow Software, Hardware and Enterprise Asset

Tools

Flexera

SNOW Software

BMC

Microsoft

SCCM

Job description

Responsibilities

• 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.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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.

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.