Senior ITSM/ESM Product Lead, AI‑Native Platform

Ōura; United States; Remote; USD 143,000 - 169,000; Full time

Benefits offered by this job

Equity

Health insurance

Employee discounts

Paid time off

Parental leave

Job summary

Ōura seeks a hands-on Senior Technical Product Manager to own ITSM and ESM platforms, migrating to an AI-native solution and extending service management to HR, Finance, Legal, and Security. You will work hands-on on configuration, integrations, and governance while focusing on simplifying employee support.

The role is remote within the United States, requiring 6+ years in ITSM, strong ITIL grounding, and experience with modern service management tools. Ōura offers equity and health benefits.

Qualifications

• 6+ years in IT service management, service platform, or internal-tools product roles.
• Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live.
• Strong grounding in ITSM concepts (ITIL or equivalent) and platform evaluation.
• Hands-on depth with a modern service management platform, including catalog, workflows, SLA, and reporting.
• Experience with AI-native ITSM platforms, or Jira Service Management, Freshservice, or similar.
• Knowledge of ServiceNow data model, workflows, and admin tasks.
• Experience designing access-requests and integrations with identity providers.
• Experience applying AI in service desk including routing and automated resolution.
• Track record of running a platform as a product for multiple internal teams.
• Genuine empathy for users and ability to simplify service experiences.

Responsibilities

• Lead migration from legacy ITSM to AI-native platform with data, workflows, and catalog design.
• Design requests, catalog items, and knowledge from worker perspective to reduce friction.
• Own platform as a product with a single roadmap and clear prioritization.
• Govern service catalog and fulfillment, moving toward automated workflows.
• Own knowledge management standards and governance for humans and AI.
• Define AI agent operations, routing, and guardrails for service management.
• Build onboarding model for ESM for non-IT teams across platforms.
• Keep platform audit-ready with SOX, SOC 2, and HIPAA controls in mind.
• Hands-on platform work with engineers and vendor/partner coordination.

Skills

ITSM concepts

AI-native platform

Jira Service Management

ServiceNow

Identity governance

SOX compliance

RAG knowledge

Change management

Incident management

Knowledge management

Communication

Vendor coordination

Tools

Atomicwork

Serval

Jira Service Management

Freshservice

Job description

Ōura seeks a hands-on Senior Technical Product Manager to own ITSM and ESM platforms, migrating to an AI-native solution and extending service management to HR, Finance, Legal, and Security. You will work hands-on on configuration, integrations, and governance while focusing on simplifying employee support.

The role is remote within the United States, requiring 6+ years in ITSM, strong ITIL grounding, and experience with modern service management tools. Ōura offers equity and health benefits.