Sr Service Mgmt Product Mgr/Remote

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

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Tuition support

Retirement plans matching

Job summary

Mercy is seeking a Senior Service Management Product Manager to bridge caregivers and technology, shaping Enterprise Service Management solutions and workflows. The role focuses on translating business needs into technical requirements and guiding the ServiceNow platform roadmap to maximize value.

You will drive ITSM practices, manage lifecycle activities, and ensure stakeholders leverage the platform effectively, contributing to Mercy’s mission and patient care excellence.

Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years with ServiceNow or similar platform.
• ITIL Foundation certification required or within 1 year of hire.
• Scrum Master certification required or within 1 year of hire.
• Strong ITSM, SaaS, cloud, AI/ML concepts; ability to drive service improvement.

Responsibilities

• Translate business requirements into technical requirements.
• Manage changes and resolve issues innovatively.
• Understand product life cycle and roadmap for service management.
• Know ServiceNow capabilities and roadmap.
• Maintain the feature roadmap for service management.
• Ensure stakeholders maximize platform usage.
• Communicate processes, policies, and functionality clearly.
• Identify resources and tools for optimal operations.
• Define KPIs and success factors to measure processes.

Skills

Translate business requirements into J

Manage changes to requirements

Product development lifecycle

ServiceNow platform knowledge

Roadmap maintenance

Domain best practices for workflows

Stakeholder engagement

Project management

Facilitation of meetings

Education

Bachelor's degree in related field

Tools

ServiceNow

ITIL Foundation

Job description

Find your calling at Mercy! The Senior Service Management Product Manager’s primary responsibilities are serving as the liaison to caregivers across the Ministry for the evolution and development of Enterprise Service Management solutions and workflows.

Position Details:

The Senior Service Management Product Manager’s primary responsibilities are serving as the liaison to caregivers across the Ministry for the evolution and development of Enterprise Service Management solutions and workflows.

Job Description:

• Ability to translate business requirements into detailed technical requirements
• Manage changes to requirements and resolve issues in innovative and practical ways
• Strong knowledge of all elements of the product development lifecycle
• Understands the capabilities and roadmap for the ServiceNow platform
• Maintains the feature roadmap for the service management platform
• Understands domain specific best practices for workflows supported on the ServiceNow platform
• Ensure stakeholders use the service management platform to its maximum potential
• Ensure all caregivers understand the process, policies, and functionality of the service management platform.
• Develops service management strategies, identifying resources, tools, and specialized support requirements to ensure operational and support processes are working in an optimal fashion.
• Determines critical success factors, KPI’s and other effective ways to measure the success of and adherence to process.
• Supports Ministry goals by identifying opportunities for improvement and evaluating performance against industry best practices.
• Additional duties as assigned.

Minimum Qualifications:

• Education: Bachelor's degree in related field, specialized training, or equivalent work experience.
• Experience: 8 years' experience working with ServiceNow or similar platform.
• Certification(s): Information Technology Infrastructure Library (ITIL) Foundation certification required or completed within one year of hire.
• Scrum Master certification required or completed within one year of hire.
• Skills, Knowledge Abilities: Solid understanding of Information Technology Service Management practices. Familiar with Software as a Service (SAAS), Cloud Architecture, Artificial Intelligence (AI) and Machine Learning (ML) technologies Proven ability to drive continuous service improvement Effective decision-making abilities Exceptional communication, writing, and editing skills Strong project management skillset Effective meeting facilitator

Preferred Qualifications:

• Certification(s): ITIL advanced certifications ServiceNow Certified System Administrator (CSA)

Why Mercy?

From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period. Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you’ll grow with us.

Transforming the Health of Our Communities

Our Mercy health system was founded by the Sisters of Mercy in 1986. But our heritage goes back more than 195 years. It began with an Irish woman named Catherine McAuley, who was determined to help women and children in Dublin experiencing poverty. Though Catherine had a modest upbringing, she received an unexpected inheritance that allowed her to fulfill that dream. In 1827, she opened the first House of Mercy in Dublin, intending to teach skills to women and educate children. Many volunteers came to help. A few years later, Catherine founded the Sisters of Mercy, one of the first religious orders whose Sisters were free to walk among the poor and visit them in their homes. In 1843, the Sisters of Mercy came to the United States. In 1856, they traveled to St. Louis. In the years to come, they would establish hospitals throughout the Midwest. Many of these would join together in 1986 as Mercy.

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