Technical Product Manager, ServiceNow
Ecolab is seeking an experienced Technical Product Manager to lead the ServiceNow product roadmap for GBS+ and the enterprise functions it supports.
GBS+ uses ServiceNow to manage cases, requests, approvals, tasks, service commitments, and operational workflows across Finance, Procurement, Supply Chain, Legal, and other shared-services functions. As the product continues to expand, we need a leader who can bring these areas together around a consistent case-management model without forcing every function into the same process.
You will serve as the technical product owner for GBS+ capabilities built primarily on ServiceNow Customer Service Management. You will work with business product managers, process owners, Architecture, Engineering, UX, Data, Enterprise AI, QA, Delivery, and Operations to shape the roadmap and turn business needs into practical platform capabilities.
This role requires strong CSM knowledge and sound product judgment. You should be able to recognize when a request fits within native ServiceNow capabilities, when an existing pattern should be reused, and when a proposed solution creates unnecessary customization or long-term support risk.
This is not a project-management or requirements-documentation role. You will own product direction, roadmap priorities, functional decisions, adoption, and product health. You will stay engaged from discovery through delivery, launch, support, and continuous improvement.
Reporting to the Senior Manager of ServiceNow Technical Product Management, this role will help expand GBS+ while keeping it aligned with the broader ServiceNow platform strategy.
What’s in It for You
· Shape the ServiceNow roadmap for GBS+ and enterprise shared services.
· Work across Finance, Legal, Supply Chain, Procurement, and other business functions.
· Lead the expansion of case management, request management, workflow automation, and self-service.
· Partner directly with business service leaders and senior technology stakeholders.
· Create reusable CSM patterns that can scale across functions without creating unnecessary complexity.
· Influence the use of automation, data, analytics, knowledge, search, and AI within shared-services operations.
· Work within a mature ServiceNow platform organization alongside Product, Architecture, Engineering, UX, Enterprise AI, and Operations.
What You Will Do
Own the GBS+ Product Roadmap
· Own and maintain the ServiceNow product roadmap for GBS+ and the shared-services functions it supports.
· Work with business product managers, process owners, and service leaders to understand priorities, pain points, and expected outcomes.
· Turn business priorities into product capabilities, release plans, and a focused backlog.
· Maintain a clear view of committed work, new demand, dependencies, constraints, and risks.
· Balance the needs of individual functions with opportunities to build common capabilities across GBS+.
· Make clear recommendations on scope, sequencing, platform fit, and investment priorities.
· Keep the roadmap aligned with the broader ServiceNow strategy, architecture standards, and product direction.
· Communicate decisions, tradeoffs, risks, and expected outcomes in business terms.
Lead Case Management Across GBS+
· Set the product direction for case management across Finance, Legal, Supply Chain, Procurement, and other shared-services functions.
· Establish common approaches for intake, categorization, assignment, routing, approvals, tasks, escalations, notifications, service commitments, resolution, closure, and feedback.
· Decide where teams should use a common case-management pattern and where a real business difference calls for a different approach.
· Prevent separate teams from creating duplicate case types, processes, data structures, or user experiences.
· Guide the design of case types, service definitions, assignment models, work queues, case…