Job Description

Product Manager - Service Now

ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.

As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.

As a Product Manager at ICON for Service Now, you will guide the success of our products by developing and execute product strategies that meet market needs and align with our business goals.

This position is ideally based in Ireland and will be Hybrid from our Dublin office. This can be discussed on application.

What You Will Do:

Product Strategy & Roadmap

• Develop and maintain the ServiceNow product vision and multi-year roadmap.
• Align platform capabilities with business strategy and organizational priorities.
• Evaluate new ServiceNow products, modules, and features to drive continuous improvement.
• Establish product priorities based on business value, risk reduction, and operational efficiency.

Stakeholder Management

• Act as the primary relationship manager for business stakeholders and ServiceNow users.
• Facilitate workshops to gather requirements and identify process improvement opportunities.
• Manage competing priorities and ensure alignment across multiple business functions.
• Communicate roadmap progress, platform performance, and investment recommendations to senior leadership.

Platform Governance

• Establish and maintain platform governance processes.
• Ensure adherence to architecture, security, compliance, and data management standards.
• Manage platform demand intake, prioritization, and release planning.
• Drive standardization and minimize unnecessary customization.

Service Delivery & Operations

• Oversee ServiceNow platform performance, availability, and user experience.
• Work closely with development, support, and operations teams to resolve issues and deliver enhancements.
• Ensure effective incident, problem, change, and release management processes.
• Monitor service levels and vendor performance.

Financial Management

• Develop and manage the ServiceNow budget.
• Monitor licensing, subscription, implementation, and support costs.
• Build business cases and investment proposals for platform enhancements.
• Track return on investment and business outcomes from ServiceNow initiatives.

Vendor & Partner Management

• Manage ServiceNow account relationships, implementation partners, and support providers.
• Negotiate contracts, statements of work, and renewal agreements (in consultation with the IT Vendor Management team).
• Ensure external partners deliver against agreed objectives and service levels.

Continuous Improvement & Innovation

• Identify opportunities to automate workflows and improve user experience.
• Leverage ServiceNow capabilities including AI, automation, self-service, and analytics.
• Measure and improve platform adoption and customer satisfaction.
• Benchmark platform maturity against industry best practices.

Qualifications

• Experience: 3+ years of Product Management or Platform Ownership experience, specifically managing an internal enterprise SaaS environment.
• ServiceNow Knowledge: Strong understanding of the ServiceNow ecosystem
• Certifications: ServiceNow Certified System Administrator (CSA) or Certified Application
• Specialist is highly preferred. ITIL v4 certification is a plus.
• Skills: Proven ability to say "no" diplomatically to stakeholders when requests conflict with platform health or best practices.

#LI-JD1

Employment with ICON is contingent upon having the legal right to work in the country where the role is based.

Rewards & Benefits

ICON offers a competitive and comprehensive total rewards package designed to support your health, wellbeing, and career development.

Benefits may include:

• Competitive base salary and performance related incentives
• Health and wellbeing programmes including medical, dental, and vision coverage where applicable
• Retirement and pension plans
• Life assurance and disability coverage
• Employee assistance programmes and wellbeing resources
• Learning and development opportunities through structured training and career pathways

Benefits may vary depending on role and location.

Visit our careers site to read more about the benefits ICON offers.

Inclusion and Accessibility

ICON is an equal opportunity employer. We are committed to building an inclusive and accessible workplace where everyone feels valued and supported.

If you require reasonable accommodations during the recruitment process, please let us know or submit a request here.

Are you a current ICON Employee? Please click here to apply