Senior Business Systems Product Manager at ServiceNow

The Customer Success Platform (CSP) Senior Business Systems Product Manager serves as the strategic liaison between post-sales functional teams and the CSP technical delivery organization. This role is responsible for deeply understanding the business processes, pain points, and workflow needs of assigned customer success functions — and translating those insights into clear, actionable requirements that inform platform design, configuration, and prioritization. CSP Business Product Managers ensure that what we build truly reflects how our teams work. They shape the CSP roadmap by representing the voice of their assigned functions, maintaining tight alignment between business objectives, user experience, and technical execution. They also play a key communication role — keeping stakeholders informed of roadmap progress, decisions, and upcoming changes, while ensuring the CSP Change & Comms team is equipped to cascade updates across the organization. Key Responsibilities 1. Business Architecture & Functional Alignment · Lead business architecture mapping for post sales functions, including process, capability and system interdependencies. · Define and maintain a holistic view of how business capabilities, data flows, and workflows connect across the platform. · Identify opportunities for simplification, standardization, and reuse across business domains. 2. Functional Partnership & Discovery · Serve as the primary business point of contact for 1 or more post-sales functional teams (e.g., Renewals, Resource Management, Escalation Management, Product Experts). · Conduct ongoing discovery sessions with practitioners, leaders, and end users to understand their current processes, challenges, and identify improvement opportunities. · Map workflows, personas, and key pain points to identify where CSP can drive efficiency, collaboration, and automation. · Capture and prioritize feature requests, system requirements, and experience enhancements for each function.   3. Requirements Definition & Delivery Support · Translate business needs into detailed, structured requirements for the CSP technical teams (e.g., CCX, Data, Platform Engineering). · Partner closely with solution architects and engineers to ensure functional intent is accurately reflected in the platform design. · Define success criteria, own end to end UAT planning, test case development, and stakeholder engagement to ensure delivered capabilities meet business needs. · Manage and refine a backlog of business demands, balancing quick wins with long-term roadmap priorities. · Partner with architects and delivery teams to validate feasibility, trade-offs, and sequencing.   4. Roadmap Alignment & Stakeholder Communication · Own capability roadmap transparency for assigned functions — ensuring leaders and practitioners understand what’s planned, what’s in progress, and what’s next. · Communicate changes, releases, and progress updates in partnership with the CSP Change & Comms Managers to ensure consistent messaging across all audiences. · Coordinate with other Business Product Managers to identify cross-functional dependencies and drive alignment across teams. · Support quarterly planning sessions and executive updates to represent functional perspectives on priorities and adoption needs. · Escalate cross-functional blockers or misalignments early with proposed solutions. 5. Insights & Continuous Improvement · Gather feedback and usage insights post-launch to inform continuous improvement cycles. · Partner with Analytics teams to measure adoption and business outcomes for new CSP capabilities. · Identify process standardization opportunities across functions to improve scale and platform consistency. · Champion adoption of capabilities within assigned functions.