Sr Service Mgmt Product Mgr/Remote

Mercy Co; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

Tuition assistance

Matched retirement contributions

Job summary

Mercy Co. is seeking a senior product manager to shape and improve enterprise service management solutions across a healthcare organization. The role connects operational needs with platform capabilities, evolving service workflows and supporting continuous improvement.

You will partner with caregivers to understand service needs, refine workflows, and apply ITIL/ITSM practices to uplift service delivery while coordinating cross-functional work and clearly communicating decisions.

Qualifications

• Bachelor’s degree or equivalent work experience
• 8+ years working with ServiceNow or similar platform
• ITIL Foundation certification or ability to complete within first year
• Scrum Master certification or ability to complete within first year
• Strong understanding of IT service management and ability to drive service improvements
• Strong decision-making, project management, meeting facilitation, and communication skills
• Familiarity with SaaS, cloud architecture, AI, and machine learning

Responsibilities

• Partner with caregivers across the organization to understand service needs and guide platform evolution
• Develop and refine enterprise service management workflows and solutions
• Apply IT service management practices to improve service delivery over time
• Facilitate meetings and coordinate project work across stakeholders
• Communicate decisions, requirements, and changes clearly in written and verbal formats

Skills

IT service management

Decision making

Project management

Meeting facilitation

Written and verbal communication

Education

Bachelor’s degree in related field

ITIL Foundation certification

Scrum Master certification

Tools

ServiceNow

Job description

Role overview

Shape and improve enterprise service management solutions by working with caregivers across a healthcare organization. This senior product management role connects operational needs with platform capabilities, evolving service workflows and supporting continuous improvement.

Responsibilities

• Partner with caregivers across the organization to understand service needs and guide platform evolution.
• Develop and refine enterprise service management workflows and solutions.
• Apply IT service management practices to improve service delivery over time.
• Facilitate meetings and coordinate project work across stakeholders.
• Communicate decisions, requirements, and changes clearly in written and verbal formats.

Requirements

• Bachelor’s degree in a related field, specialized training, or equivalent work experience.
• At least eight years working with ServiceNow or a similar platform.
• ITIL Foundation certification, or ability to complete it within the first year.
• Scrum Master certification, or ability to complete it within the first year.
• Strong understanding of IT service management and demonstrated ability to drive service improvements.
• Effective decision-making, project management, meeting facilitation, and communication skills, including writing and editing.
• Familiarity with SaaS, cloud architecture, AI, and machine learning.

Nice to have

• Advanced ITIL credentials or ServiceNow Certified System Administrator certification.

Benefits and work setup

• Remote position.
• Benefits include medical, dental, and vision coverage, paid time off, tuition assistance, and matched retirement contributions for team members working at least 32 hours per pay period.