Remote ITSM Demand Manager: ServiceNow Roadmap Lead

World Food Programme; United States; Remote; USD 67,000 - 101,000; Full time

Job summary

World Food Programme is seeking an ITSM Demand Manager to align business needs with IT delivery for the GSMT and TEC Foundational Technology Services. This remote role involves managing demand intake, shaping the product roadmap, and coordinating backlogs in partnership with global teams.

Fluency in English is essential, with additional UN language skills desirable. The role focuses on adopting ITSM best practices, driving adoption, and enabling continuous improvement across the organization.

Qualifications

• University degree in Computer Science, Business Administration, Economics or International Relations.
• 4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations.

Responsibilities

• Manage and coordinate demand intake related to ServiceNow ITSM, including new features, improvements and service requests.
• Contribute to the ServiceNow product roadmap, including UX and backend system enhancements.
• Evaluate, consolidate and prioritize functional requirements and business demands in alignment with strategic priorities and resource capacity.
• Ensure proper tracking and governance of product demand within ServiceNow ITSM and maintain demand pipeline visibility.
• Create and manage product backlogs in line with Scrum best practices and ensure alignment between business needs and implementation.
• Engage with customers and TEC stakeholders, acting as a bridge between support teams, business partners and product teams.
• Coordinate product adoption activities, including communication, user guidance and steering committees.
• Identify opportunities and recommend product improvements by analyzing performance metrics and usage data.
• Provide reports and analytical insights to management to support decision-making.
• Evaluate customer satisfaction and incorporate insights into product enhancements.
• Foster collaboration across teams to promote service adoption and continuous improvement.
• Develop training frameworks for products in the portfolio.
• Produce communication materials to support adoption and awareness.
• Contribute to Knowledge Management initiatives and TEC KM action plan.

Skills

Communication skills

Organizational skills

Business & IT strategy

Microsoft Office

Windows & databases

EasyVista knowledge

ITIL 4

ServiceNow knowledge

Education

University degree

Tools

EasyVista Service Manager

ServiceNow CSA

Job description

World Food Programme is seeking an ITSM Demand Manager to align business needs with IT delivery for the GSMT and TEC Foundational Technology Services. This remote role involves managing demand intake, shaping the product roadmap, and coordinating backlogs in partnership with global teams.

Fluency in English is essential, with additional UN language skills desirable. The role focuses on adopting ITSM best practices, driving adoption, and enabling continuous improvement across the organization.