It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

ServiceNow is looking for a highly motivated and detail-oriented Business Product Manager (BPM) to support a Go-to-Market (GTM) and CRM transformation. This individual contributor role is part of a collaborative team focused on improving the infrastructure that supports the end-to-end marketing-to-sales lifecycle. The position sits within Marketing GTM Operations and places strong emphasis on business product management duties, future-state process documentation and transformation strategy execution.

• Collaborate with stakeholders across Marketing, Sales, and Digital Technology to define and document future-state processes.
• Deliver clear, structured future-state process documentation for technical and business audiences that aligns with business needs.
• Contribute to the development of business requirements for GTM transformation and CRM improvements.
• Support CRM implementation efforts, including requirements gathering, testing, and adoption.
• Help operationalize the buying group strategy within CRM and marketing systems to enable tracking, engagement, and reporting.
• Participate in sprint planning, product reviews, and retrospectives as a Marketing representative.
• Create and maintain functional features and user stories aligned to business goals.
• Prepare documentation, training materials, and perform gap analyses.
• Conduct UAT and troubleshoot lead/data alignment issues across platforms.
• Become a subject matter expert in systems like Microsoft Dynamics, ServiceNow, and other tools.
• Facilitate communication between global and regional cross-functional teams.

Skills

• Proven track record of leading CRM implementation or transformation projects, including integration with marketing and sales systems
• Experience designing and operationalizing buying group strategies, including sales and marketing processes to work and convert buying groups to opportunities
• 8+ years of experience in CRM systems (Microsoft Dynamics preferred), marketing automation platforms, and 3rd Party integrations; Adobe Experience Platform strongly preferred
• 8+ years experience and proven results in defining Marketing (lead management strongly preferred) use cases, user stories, and business requirements
• Strong background in documentation of complex business processes for technical and business audiences
• Experience with database schema design, data cleansing/appending, data exporting
• Proficiency with Lucidchart, Miro, or similar tools
• Strong understanding of Agile methodologies and OKRs
• Exceptional problem-solving and analytical skills
• Excellent verbal and written communication and leadership abilities including the ability to articulate complex technical information in a clear, concise manner
• Ability to collaborate effectively with cross-functional teams including IT, Marketing, and product teams
• Excellent organizational skills and capacity to manage multiple priorities and tasks simultaneously, and communicate with all levels of management

Education

Bachelor's Degree

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.