Product Manager (ServiceNow)

Company: T-Mobile
Location: San Francisco
Posted on: May 18, 2025

Job Description:

At T-Mobile, we invest in YOU! Our Total Rewards Package ensures that employees get the same big love we give our customers. All team members receive a competitive base salary and compensation package - this is Total Rewards. Employees enjoy multiple wealth-building opportunities through our annual stock grant, employee stock purchase plan, 401(k), and access to free, year-round money coaches. That's how we're UNSTOPPABLE for our employees!Are you ready to join the Un-carrier movement?

Product Manager, Technical is a visionary, strategist, analyst, customer evangelist, respected leader of business and technology execution, and professional relationship builder all rolled into a single dynamic package. Every product at T-Mobile is envisioned and created to achieve a specific business purpose or set of business results. The Product Manager, Technical is ultimately accountable, responsible, and has ownership of T-Mobile's internal and external products, platforms, services, experiences envisioned and created to achieve the specific business purpose or business results. At a high level this means identifying the intersection of customer problems/unmet needs (an opportunity), technical feasibility, business objectives, securing funding, and leading a cross-functional business and technical team, as well as key stakeholders to deliver against the opportunity.

Product Manager, Technical is the ultimate "jack-of-all-trades" leveraging deep customer empathy, strategic thinking, commercial, analytical, technical capability and knowledge, and leadership prowess to successfully deliver delightful and differentiated products that drive growth and positively impact customers lives.

No day is the same for the Product Manager, Technical. Day to day activities or responsibilities include: conducting market research; writing features or user stories; determining specifications; defining long-term strategy of the product; creating the product road map; driving technical delivery end to end; defining scope for releases/product increments; partnering with development, project/program management, marketing, and other key stakeholders to define release schedule; and drive go-to-market activities as needed.

We pride ourselves on encouraging a culture of innovation, advocating for agile methodologies, and promoting transparency in all that we do. Join us in embodying the spirit of the 'Un-carrier' and make a tangible impact! Our team is dynamic where no day is the same, and we are diverse and inclusive passionate about growth and transformation. If you're up to the challenge, apply today!Job Responsibilities:Vision, Strategy, and Analysis:

• Owns the product vision, roadmap, and backlog for ServiceNow platform modules (e.g., HRSD, FinOps, LSD)
• Owns the product end-to-end for moderately complex products/features, creating and managing the product vision, strategy, and roadmap, including technical vision and capabilities.
• Drives product research using both quantitative and qualitative data to identify innovation opportunities, using tools like ServiceNow for incident management, service request tracking, and workflow optimization.
• Collaborates with business and internal/external stakeholders to understand customer experiences and identify areas of opportunity.
• Conducts analysis (cost-benefit, ROI, NPV) to support decision-making, ensuring alignment with business objectives.
• Develops a strong understanding of technical trends and how they impact product development.Customer Evangelist:
  • Leverages customer insights to guide product vision, strategy, and roadmap.
  • Actively engages with customers, fostering empathy, identifying unmet needs, and advocating for a customer-first mindset internally and externally.
  • Uses ServiceNow to track and respond to customer service requests, ensuring customer satisfaction and feedback are integrated into product planning and iteration.Product Execution & Technical Delivery:
    • Translates product/platform strategy into detailed features and user stories consumable by development teams, including creating prototypes.
    • Leads Agile teams through the execution of product increments, collaborating with architecture and DevOps teams to ensure quality, maintainability, and technical debt management.
    • Utilizes ServiceNow for managing workflows, tracking feature progress, and identifying and addressing any blockers during the product delivery process.
    • Manages product backlog, prioritizes tasks, and communicates the release schedule across teams.Collaboration & Stakeholder Management:
      • Works closely with sales, marketing, finance, and other teams to drive product success and adoption.
      • Builds strong relationships with external third parties and vendors to assess potential partnerships and licensing opportunities.
      • Engages with ServiceNow teams to streamline service management processes and ensure a seamless customer experience.Relationship & People Development:
        • Builds positive working relationships with technical and non-technical teams, including sales, marketing, and engineering.
        • Develops training materials and adoption tools for team members and stakeholders.
        • Supports the professional development of the team and participates in knowledge sharing, innovation, and process improvement initiatives.Education and Work Experience:
          • Bachelor's Degree Computer Science, Engineering, IT or equivalent experience. (Required)
          • 3+ years experience in hands on technical writing production code, solution engineering, or technical architecture in large scale company/ application/product environment. Required
          • 2+ years of hands-on experience with the ServiceNow platform
          • 5+ years of relevant Product Management experience in an agile software product development environment. (Required)Knowledge, Skills and Abilities:
            • Agile Methodologies Proven success in delivering software with Agile Scrum methodologies and other commonly used tools. (Required)
            • Technical Writing Strong requirements elicitation, and proven writing skills including the ability to write concisely and clearly for different audiences. (Required)
            • Strong understanding of the ServiceNow platform, including modules such as: HRSD,FinOps, IT Service Management (ITSM),CSM.
            • Understanding of APIs, integrations, and web services (REST/SOAP)
            • Familiarity with CMDB and service mapping
            • Familiarity with technical aspects of ServiceNow (e.g., scripting, Flow Designer, APIs, data models)
            • ServiceNow Certified System Administrator (Preferred)
            • Business Analysis Strong analytical skills with demonstrated ability to identify/analyze/synthesize product use data. (Required)
            • Tableau Fluent with SQL, Tableau, other analytical solutions like SAS, SPSS. (Required)
            • SAS Fluent with SQL, Tableau, other analytical solutions like SAS, SPSS. (Required)
            • Technology Knowledge of full technology stack on which your assigned product runs. (Required)
            • At least 18 years of age
            • Legally authorized to work in the United States
              
              Travel:
              Travel Required (Yes/No):
              
              DOT Regulated:
              DOT Regulated Position (Yes/No):No
              Safety Sensitive Position (Yes/No):No
              
              Base Pay Range: $103,400 - $186,400Corporate Bonus Target: 15%The pay range above is the general base pay range for a successful candidate in the role. The successful candidate's actual pay will be based on various factors, such as work location, qualifications, and experience, so the actual starting pay will vary within this range.At T-Mobile, employees in regular, non-temporary roles are eligible for an annual bonus or periodic sales incentive or bonus, based on their role. Most Corporate employees are eligible for a year-end bonus based on company and/or individual performance and which is set at a percentage of the employee's eligible earnings in the prior year. Certain positions in Customer Care are eligible for monthly bonuses based on individual and/or team performance. To find the pay range for this role based on hiring location, .At T-Mobile, our benefits exemplify the spirit of One Team, Together! A big part of how we care for one another is working to ensure our benefits evolve to meet the needs of our team members. Full and part-time employees have access to the same benefits when eligible. We cover all of the bases, offering medical, dental and vision insurance, a flexible spending account, 401(k), employee stock grants, employee stock purchase plan, paid time off and up to 12 paid holidays - which total about 4 weeks for new full-time employees and about 2.5 weeks for new part-time employees annually - paid parental and family leave, family building benefits, back-up care, enhanced family support, childcare subsidy, tuition assistance, college coaching, short- and long-term disability, voluntary AD&D coverage, voluntary accident coverage, voluntary life insurance, voluntary disability insurance, and voluntary long-term care insurance. We don't stop there - eligible employees can also receive mobile service & home internet discounts, pet insurance, and access to commuter and transit programs! To learn about T-Mobile's amazing benefits, check out.Never stop growing!
              As part of the T-Mobile team, you know the Un-carrier doesn't have a corporate ladder-it's more like a jungle gym of possibilities! We love helping our employees grow in their careers, because it's that shared drive to aim high that drives our business and our culture forward. By applying for this career opportunity, you're living our values while investing in your career growth-and we applaud it. You're unstoppable!
              
              T-Mobile USA, Inc. is an Equal Opportunity Employer. All decisions concerning the employment relationship will be made without regard to age, race, ethnicity, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, religious affiliation, marital status, citizenship status, veteran status, the presence of any physical or mental disability, or any other status or characteristic protected by federal, state, or local law. Discrimination, retaliation or harassment based upon any of these factors is wholly inconsistent with how we do business and will not be tolerated.
              
              Talent comes in all forms at the Un-carrier. If you are an individual with a disability and need reasonable accommodation at any point in the application or interview process, please let us know by emailing or calling . Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation related requests.
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Keywords: T-Mobile, Gilroy , Product Manager (ServiceNow), Executive , San Francisco, California