Technical Product Manager (ServiceNow CSM)

RCG Global Services; Philippines; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

RCG Global Services is seeking a results-driven ServiceNow Technical Product Manager specializing in CSM/FSO/ITSM environments. You will own the development application for case management, manage the Employee Center portal pages, and oversee knowledge management templates to support operations.

The role requires 5+ years in ServiceNow environments, strong knowledge of the Employee Center Portal, and familiarity with data models and integration patterns.

Qualifications

• 5+ years as an application developer in ServiceNow CSM/FSO/ITSM environments.
• Experience with Employee Center Portal, Case Management, Catalog, Workspaces and Knowledge Management.
• Familiarity with ServiceNow FSO/ITSM apps (Loan Ops, Card Ops, Payment Ops, etc.).
• Strong understanding of agile frameworks and when to apply them.
• CSA certification and other ServiceNow certifications (preferred).
• Experience with ServiceNow AI capabilities (preferred).
• Familiarity with data models and integration patterns (preferred).

Responsibilities

• Own development application for case management functionality.
• Manage Employee Center portal pages.
• Manage knowledge management templates.

Skills

ServiceNow development

Agile frameworks

CSM/ITSM domain knowledge

Employee Center Portal

Education

CSA certification

CIS-CSM / CIS-FSO / Certified Application Developer

CSPO/SAFe PO/PM

Tools

Now Assist

Virtual Agent

Scripted REST APIs

Integration Hub

ServiceNow Knowledge Management

Job description

About the role

Results-driven ServiceNow Technical Product Manager specializing in Customer Service Management (CSM) / Financial Services Operations (FSO) / IT Service Management (ITSM) environments. This role owns development application for case management functionality, Employee Center portal pages and knowledge management templates.

Key responsibilities

• Own development application for case management functionality
• Manage Employee Center portal pages
• Manage knowledge management templates

About you

• 5+ years as an application developer in a ServiceNow CSM / FSO and/or ITSM environments
• Demonstrated application development experience with ServiceNow's Employee Center Portal, Case Management, Catalog, Workspaces and Knowledge Management
• Familiarity with ServiceNow FSO/ITSM scoped applications (Loan Ops, Card Ops, Payment Ops, Deposit Ops, or similar)
• Strong understanding of agile frameworks (Scrum, Kanban, SAFe) and when/how to apply them
• CSA certification
• ServiceNow certifications: CSA, CIS-CSM, CIS-FSO, or Certified Application Developer (preferred)
• Experience with ServiceNow AI capabilities: Now Assist, Virtual Agent, Predictive Intelligence, AI Agents (preferred)
• Familiarity with Common Service Data Model (CSDM), Financial Services Data Model, and integration patterns (Scripted REST APIs, Integration Hub, Service Exchange) (preferred)
• Experience migrating from legacy tools to ServiceNow case management (preferred)
• Agile certifications: CSM, CSPO, SAFe PO/PM, PSM, or PSPO (preferred)