ServiceNow Product Manager

KLATencor Corporation; Ann Arbor (MI); On-site; USD 110,000 - 160,000; Full time

Job summary

KLA’s IT group supports business growth by connecting people, process and technology. The ServiceNow Product Manager role drives operational effectiveness, governance, and value across IT Service Management, Customer Service Management, CMDB, and automation.

You will partner with platform teams, process owners, and leaders to prioritize work and communicate progress. The role emphasizes delivery coordination, governance, and measurable outcomes, enabling broad adoption of platform capabilities

Responsibilities

• Coordinate delivery activities across ServiceNow development, administration, and CMDB teams.
• Drive visibility into team priorities, commitments, capacity, and progress.
• Facilitate intake, triage, and prioritization processes.
• Coordinate roadmap planning and release readiness activities.
• Track dependencies, risks, blockers, and cross-functional initiatives.
• Improve delivery predictability and execution discipline.
• Serve as the primary operational point of contact for ServiceNow stakeholders.
• Build relationships with business leaders, process owners, and technical teams.
• Facilitate discussions regarding priorities, roadmap decisions, and platform capabilities.
• Communicate platform strategy, delivery status, and operational metrics.
• Help restore and strengthen stakeholder confidence in the platform team.
• Support Product Owners and Process Owners in defining requirements and priorities.
• Coordinate backlog management and work intake processes.
• Facilitate business requirements gathering and solution discussions.
• Help establish governance practices across ServiceNow products and capabilities.
• Promote adoption of standardized workflows and platform capabilities.
• Coordinate platform governance activities.
• Support demand management and prioritization frameworks.
• Assist with platform review boards and decision-making processes.
• Support service catalog, request management, and process governance initiatives.
• Drive consistency across ITSM, CSM, CMDB, workflow automation, and reporting solutions.
• Coordinate operational reporting and KPI reviews.
• Develop stakeholder-facing dashboards and status reporting.
• Support emerging service health and service ownership initiatives.
• Assist leadership in communicating platform value and outcomes.
• Track adoption and effectiveness of ServiceNow capabilities.
• Identify opportunities for improvement

Tools

ServiceNow

Job description

To make electronics, you need chips, wafers, transistors, reticles, and… To make these, you must see, test and manufacture them at scale-faster and better than ever before. That’s where KLA comes in. Whether you’re early in your career or an experienced professional, you’ll solve complex challenges, work alongside brilliant minds and help shape the future of technology. Group/DivisionKLA’s IT group supports business growth and productivity by connecting people, process and technology around the world. We work to improve the technology that drives our business to thrive and focus on empowering employee use of technology. This integrated approach to customer service, creativity and technological excellence enhances employee productivity, business analytics and process excellence.

What You’ll Do

In this role, you will play a key part in advancing business priorities by delivering high-impact work across your area of expertise. The ServiceNow Product Manager is a key role within KLA’s ServiceNow Platform team, responsible for improving operational effectiveness, delivery execution, stakeholder engagement, and platform governance across ServiceNow products and capabilities. This role serves as the primary operational liaison between platform development teams, business stakeholders, process owners, and platform leadership. The position helps ensure that enhancement requests, strategic initiatives, operational work, and platform investments are appropriately prioritized, coordinated, tracked, and communicated. The successful candidate will help drive adoption and business value across KLA’s ServiceNow investments, including IT Service Management (ITSM), Customer Service Management (CSM), CMDB, workflow automation, reporting, and future platform capabilities.

Key Responsibilities

• Delivery Operations & Coordination
  • Coordinate delivery activities across ServiceNow development, administration, and CMDB teams
  • Drive visibility into team priorities, commitments, capacity, and progress
  • Facilitate intake, triage, and prioritization processes
  • Coordinate roadmap planning and release readiness activities
  • Track dependencies, risks, blockers, and cross-functional initiatives
  • Improve delivery predictability and execution discipline
• Stakeholder Engagement
  • Serve as the primary operational point of contact for ServiceNow stakeholders
  • Build relationships with business leaders, process owners, and technical teams
  • Facilitate discussions regarding priorities, roadmap decisions, and platform capabilities
  • Communicate platform strategy, delivery status, and operational metrics
  • Help restore and strengthen stakeholder confidence in the platform team
• Product & Process Enablement
  • Support Product Owners and Process Owners in defining requirements and priorities
  • Coordinate backlog management and work intake processes
  • Facilitate business requirements gathering and solution discussions
  • Help establish governance practices across ServiceNow products and capabilities
  • Promote adoption of standardized workflows and platform capabilities
• ServiceNow Governance
  • Coordinate platform governance activities
  • Support demand management and prioritization frameworks
  • Assist with platform review boards and decision-making processes
  • Support service catalog, request management, and process governance initiatives
  • Drive consistency across ITSM, CSM, CMDB, workflow automation, and reporting solutions
• Reporting & Operational Insights
  • Coordinate operational reporting and KPI reviews
  • Develop stakeholder-facing dashboards and status reporting
  • Support emerging service health and service ownership initiatives
  • Assist leadership in communicating platform value and outcomes
  • Track adoption and effectiveness of ServiceNow capabilities
• Continuous Improvement
  • Identify opportuniti