Job Description

Technical Product Manager (TPM)2

Key Responsibilities

Platform Solutioning & Support

• Perform L1 and L2 solutioning on the ServiceNow platform.
• Collaborate with architects and designers to refine requirements and validate feasibility.

Requirements & Story Management

• Break down PRDs into detailed user stories, with particular attention to UI/UX requirements and end-to-end experience flows.
• Define and document interaction requirements, edge cases, and acceptance criteria for user-facing features.
• Manage backlog, maintain story hygiene, and ensure stories are test-ready.
• Track delivery status and follow up with engineers to ensure on-time execution.

UX Prototyping & Experience Design Support

• Create low-to-mid fidelity prototypes for minor enhancements and new features using AI-assisted tools (e.g., Claude) or Figma.
• Translate business and user requirements into wireframes and interactive mockups to accelerate design reviews and stakeholder alignment.
• Partner with designers and engineers to iterate on prototypes based on feedback before development handoff.

Execution & Delivery Support

• Drive UAT testing, validate outcomes, and close development tasks.
• Provide structured reporting on progress, risks, and blockers.

Hypercare & Incident Management

• Support post-go-live stabilization during the hypercare period.
• Triage incidents, track resolution, and report on hypercare performance.

Collaboration with Core TPMs

• Complement existing TPMs by focusing on execution and delivery, while they drive strategy and business alignment.
• Ensure smooth handoffs and visibility across all levels of product management.

Required Skills & Experience

• Hands-on knowledge of the ServiceNow platform with ability to solution requirements.
• Experience translating business requirements and PRDs into detailed user stories, including UI/UX and experience-layer requirements.
• Proficiency in UX prototyping tools — Figma and/or AI-assisted design tools such as Claude — for creating wireframes and experience mockups.
• Strong backlog management, story hygiene, and execution-tracking skills.
• Familiarity with Agile delivery tools (e.g., ServiceNow Agile, Jira).
• Strong communication and reporting skills, with ability to simplify complex topics.
• Exposure to hypercare, incident triage, and post-go-live support.

Preferred Qualifications

• 4–7 years of TPM or equivalent experience in SaaS or enterprise platforms.
• Experience with Customer Success, CSP, or related ServiceNow modules.
• Demonstrated ability to rapidly prototype minor enhancements using AI tools, reducing dependency on dedicated design resources.
• Ability to operate in fast-paced, cross-functional environments with global teams