Tech Product Manager - ServiceNow Platform

Five Star Bank; Buffalo (NY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

Flexible Spending Account(s)

Tuition Reimbursement

Employee Referral Program

Flexible Hybrid Work Schedule

Paid Time Off (PTO)

Job summary

Five Star Bank is looking for a Technical Product Manager for the ServiceNow Platform to drive the vision and execution of our enterprise ServiceNow ecosystem. This key leadership position works with senior stakeholders to establish a long-term platform strategy and optimize service delivery.

The ideal candidate should have over 7 years of platform management experience, including 5 years leading initiatives on the ServiceNow platform. The role provides an opportunity to shape the platform's evolution, driving innovation and efficiency within the organization.

Qualifications

• 7+ years of experience in platform management or related roles.
• 5+ years leading ServiceNow platform initiatives.

Responsibilities

• Guide implementation and optimization of IT service processes.
• Define and own the ServiceNow platform strategy.
• Lead end-to-end delivery of ServiceNow initiatives.

Skills

ServiceNow architecture

IT Service Management (ITSM)

Stakeholder management

Cross-functional team leadership

Agile delivery practices

Education

Bachelor's Degree

Tools

ServiceNow

Job description

Purpose

Five Star Bank is seeking a strategic and technically skilled Technical Product Manager – ServiceNow Platform to lead the vision, roadmap, and execution of our enterprise ServiceNow ecosystem. This is a high‑impact leadership role that partners closely with senior stakeholders to define and drive the long‑term platform strategy, ensuring alignment with business objectives and operational excellence. The ideal candidate brings deep expertise in ServiceNow, including ITSM implementation, ITOM, CMDB, and asset management, along with a proven ability to lead complex enterprise‑wide initiatives. This role offers the opportunity to shape and lead the evolution of a critical enterprise platform, working alongside senior leadership to drive innovation, efficiency, and scalable growth. You will play a pivotal role in building a modern, high‑performing ServiceNow ecosystem that supports the organization’s long‑term strategy.

ServiceNow Expertise

• Guide implementation and optimization of IT Service Management (ITSM) processes, including incident, problem, and change management.
• Guide implementation and optimization of Configuration Management Database (CMDB) strategy and data integrity.
• Guide implementation and optimization of IT Asset Management (ITAM) processes and lifecycle governance.
• Guide implementation and optimization of Demand and Capacity Management, ensuring scalable service delivery.
• Establish data governance and reporting frameworks within ServiceNow.

Strategic Leadership & Product Management

• Define and own the ServiceNow platform strategy, vision, and multi‑year roadmap in alignment with organizational goals.
• Partner with senior leadership to identify opportunities for platform expansion, optimization, and innovation.
• Provide leadership, including coaching, performance management, and development, to drive engagement and high‑performance team delivery.
• Act as the primary product owner for ServiceNow, prioritizing initiatives based on business value, risk, and technical feasibility.
• Drive governance, standardization, and best practices across the ServiceNow platform.

Platform Delivery & Execution

• Lead end‑to‑end delivery of ServiceNow initiatives, including ITSM rollout and enhancements.
• Oversee platform development, configuration, and integrations with other enterprise systems.
• Translate business requirements into technical specifications and user stories.
• Ensure Agile delivery practices and continuous improvement across platform teams.

Vendor Management

• Manage relationships with ServiceNow and third‑party vendors, including implementation partners, consultants, and managed service providers, ensuring alignment with strategic goals, delivery quality, and cost efficiency.
• Lead vendor selection, contract negotiations, and performance governance (SLAs, KPIs).

Stakeholder Collaboration

• Serve as a trusted advisor to business and IT leaders.
• Facilitate cross‑functional collaboration between engineering, operations, and business teams.

Continuous Improvement & Innovation

• Monitor industry trends and ServiceNow capabilities to enhance platform value.
• Identify automation opportunities and drive operational efficiencies.
• Champion user experience improvements and adoption across the organization.

Job Related Qualifications

Required:

• 7+ years of experience in platform management or related roles, including 5+ years leading ServiceNow platform initiatives. Prior banking experience is not required.
• Education: Bachelor’s Degree.

Competencies

• Strong understanding of ServiceNow architecture, modules, and integrations.
• Ability to translate complex business needs into technical solutions.
• Demonstrated ability to lead cross‑functional teams and large‑scale initiatives.
• Proven experience successfully implementing and scaling ITSM solutions in an enterprise environment.
• Exceptional stakeholder management and executive communication skills.
• Ability to inspire, mentor, and develop high‑performing teams; fosters a culture of accountability, collaboration, and continuous improvement.

Benefits

• Medical, Dental, and Vision Insurance
• Health Savings Account
• Flexible Spending Account(s)
• Company Paid Life Insurance, Long‑Term Disability, and Short‑Term Disability
• Voluntary Offerings: Life, Critical Illness/Specified Disease, Accident, Hospital Indemnity, Legal Insurance & Personal Accident
• Tuition Reimbursement
• Employee Referral Program
• Wellness Reimbursement Program
• Star Volunteer Program
• Employee Banking and Financial Perks
• Flexible Hybrid Work Schedule
• Paid Time Off (PTO)
• Company Paid Holidays

This job description is not exhaustive. The Technical Product Manager - ServiceNow Platform may be required to perform other duties as assigned. The expected rate of pay for this position is shown above. Compensation offers are based on a wide range of factors including relevant skills, training, experience, education and, where applicable, licenses or certifications obtained. Market and organizational factors are also considered. In addition to your base rate of pay and a competitive benefits package, successful candidates may be eligible to receive cash or equity-based incentives based on the role and performance.