Are you passionate about delivering seamless support experiences? Join our Office of Information Technology (OIT) as a leader who will shape the way we support over 80,000 employees serving the 13 million residents of the Commonwealth of Pennsylvania. OIT is undergoing an exciting transformation, and this role is pivotal in optimizing our internal processes and ensuring top-tier service delivery across the state.
As the Product Manager for IT Service Management (ITSM), you will lead the management, configuration, and optimization of the ServiceNow platform to deliver exceptional IT service delivery experiences. You will be responsible for the full product lifecycle, from ideation and strategy development to implementation and continual improvement. Your goal is to streamline IT processes, enhance the usability of the ServiceNow platform, and ensure that IT and company employees can easily access and interact with IT services through user-centric processes. You will have the opportunity to work closely with business and IT leadership to understand customer needs and ensure the ServiceNow platform evolves to meet both IT and broader employee requirements.
Interested in learning more? Additional details regarding this position can be found in the position description.
Work Schedule and Additional Information:
- Full-time employment
- Work hours are 8:00 AM to 4:30 PM, Monday - Friday, with a 60-minute lunch.
- Telework: You may have the opportunity to work from home (telework) part-time, 3 days a week in the office, 2 days at home. In order to telework, you must have a securely configured high-speed internet connection and work from an approved location inside Pennsylvania. If you are unable to telework, you will have the option to report to the headquarters office in Harrisburg.
- Salary: In some cases, the starting salary may be non-negotiable.
- You will receive further communication regarding this position via email. Check your email, including spam/junk folders, for these notices.
QUALIFICATIONS
Minimum Experience and Training Requirements:
- Eleven years of professional information technology experience; or
- Seven years of professional information technology experience and a bachelor’s degree; or
- An equivalent combination of experience and training.
Additional Requirements:
- You must have at least 5 years of combined product management and Service Now experience.
- You must have at least 5 years of experience in a large enterprise IT environment or managing ITSM platforms across multiple business units or teams.
- You must be able to perform essential job functions.
Preferred Qualifications:
- ServiceNow certification (e.g., Certified System Administrator or Certified Implementation Specialist).
- Familiarity with emerging trends in ITSM and the broader ServiceNow ecosystem (e.g., AI, automation, and integrations with other enterprise platforms).
Legal Requirements:
- The selected candidate for this position must undergo a fingerprint-based records check to be in compliance with the Federal Bureau of Investigation (FBI), Criminal Justice Information Services Division (CJIS).
How to Apply:
- Resumes, cover letters, and similar documents will not be reviewed, and the information contained therein will not be considered for the purposes of determining your eligibility for the position. Information to support your eligibility for the position must be provided on the application (i.e., relevant, detailed experience/education).
- If you are claiming education in your answers to the supplemental application questions, you must attach a copy of your college transcripts for your claim to be accepted toward meeting the minimum requirements. Unofficial transcripts are acceptable.
- Your application must be submitted by the posting closing date. Late applications and other required materials will not be accepted.
- Failure to comply with the above application requirements may eliminate you from consideration for this position.
Veterans:
Telecommunications Relay Service (TRS):
- 711 (hearing and speech disabilities or other individuals).
If you are contacted for an interview and need accommodations due to a disability, please discuss your request for accommodations with the interviewer in advance of your interview date.
The Commonwealth is an equal employment opportunity employer and is committed to a diverse workforce. The Commonwealth values inclusion as we seek to recruit, develop, and retain the most qualified people to serve the citizens of Pennsylvania. The Commonwealth does not discriminate on the basis of race, color, religious creed, ancestry, union membership, age, gender, sexual orientation, gender identity or expression, national origin, AIDS or HIV status, disability, or any other categories protected by applicable federal or state law. All diverse candidates are encouraged to apply.