Director, ServiceNow Product Manager l Multiple Locations
🔍 United States, District of Columbia, Washington
Who We Are
FTI Consulting is the world’s leading expert-driven consulting firm. Over the last 40 years, FTI Consulting experts have served as the trusted advisor to Fortune 500 companies and the world’s leading law and private equity firms when they are facing their greatest opportunities and challenges. Our strong performance and continued success are a direct reflection of the ambition, energy, and commitment of our talented professionals across the globe to make a positive impact for our clients and communities.
At FTI Consulting, you will be inspired and empowered to make an impact on headline matters that change history. Working side by side with the world’s leading experts in your field, you will be surrounded by an open collaborative culture that embraces diversity, recognition, professional development and most importantly, you.
There has never been a more exciting time to join FTI Consulting, and this is where you will do the most exciting and fulfilling work of your career.
Are you ready to make an impact?
About the Role
The Information Technology Group (ITG) is a collection of people, processes and technology investments that are designed to achieve the business goals of FTI Consulting. The ServiceNow Product Manager role is in the Corporate Information Technology Group. ServiceNow is the firm’s strategic enterprise service management platform of choice for many of our Core Operations teams and will continue to be a strategic leader as we continue to digitally transform our back-office processes and workflows. The ServiceNow Product Manager plays a critical role in ensuring the successful deployment and ongoing development of FTI’s ServiceNow instance(s). This role requires a deep understanding of the NOW platform and associated deployed applications and a clear alignment with the firms IT strategy.
What You’ll do
The primary purpose of the role is to lead and influence a team of internal and external resources to develop solutions using the NOW platform for existing or new integrations to various downstream and upstream systems to enhance the Core Operations service delivery functions:
- Provide thought leadership, insight and expertise into the NOW platform capabilities and product roadmap across the enterprise
- Work with various Core Operations teams and business units to identify opportunities where the NOW platform can create streamlining, efficiency, and automation
- Design authority for cross-functional and cross platform automation workflows with the aim to improve back office efficiencies
- Support creating the overall roadmap and shapes demand for enterprise platform consumption
- Own and oversee the ServiceNow instances, the core platform team, and any escalations
- Act as the business lead and owner of the ServiceNow platform
- Preside over the technical governance board and is involved in all governance components
- Act as the design authority on all technical decisions across the platform to ensure a seamless user experience that aligns with the platform design strategy
- Responsible for ServiceNow project timelines and delivery along with assigned project manager
- Understand the business context and how to translate business and functional requirements into a sustainable ServiceNow implementation
- Enhance and revise workflow processes and related system configurations based on changes or needs of stakeholders, Customers, or changes in the environment
- Configure and enhance core applications including, but not limited to, Enterprise Service Management (incl. ITSM, Finance Service Management, Legal Service Delivery, Marketing Service Management, Facilities Service Management), Service Catalog, Service Portal, Knowledge Base, and Reporting
- Ensure platform team alignment with the business strategy, roadmap, and platform governance policies.
- Set direction and demand management for monitoring health, usage, security posture, and overall compliance of the NOW platform
- Independently create, execute, track, and measure project(s)
- Manage the work efforts of others, create and develop work plans, and deliver solutions
- Create, manage and report on budgets and budget-actual progress
- Using templates, develop technical solutions, document the solution, and plan/execute the solution
- Successfully run and manage a portfolio of projects simultaneously. Ability to coordinate resources across multiple projects and deliverables
- Adapt and shape IT strategy to serve the needs of the business
How You’ll Grow
ITG uses an “IT Service Portfolio” approach to align with business priorities, and to articulate and communicate the diversification of IT investments for the business. FTI Consulting leverages the Information Technology Group (ITG) to accomplish the following goals: Improve Practitioner Productivity and grow the business with IT, Reduce Risks with IT in the business, and manage a balanced set of IT investments that meet business objectives. We encourage our employees to become “Super Users” of all our services, take advantage of multiple opportunities to work with colleagues on the wide array of cross functional to inter department projects, and self-improve through professional development.
Basic Qualifications
- 4-year computer science degree or equivalent relevant job experience
- 8+ of experience managing, architecting and developing solutions using the Now platform
- ServiceNow Admin Certified
- Certified Implementation Specialist in at least one discipline (ITSM, HRSD, CSM, etc.)
- ITIL V3/V4 Certified
- Applicants must be currently authorized to work in the United States on a full-time basis; this position does not provide visa sponsorship
Preferred Skills
- Certified Technical Architecture (CTA)
- Requirements engineering: requirements elicitation, analysis, and documentation
- Experience and a thought leader in orchestration and automation across various system topologies with ServiceNow acting as the broker.
- Business Process Analysis using suitable tools and techniques such as UML-GAP Analysis (as-is, to-be)
- Experience across the full project lifecycle from requirement gathering to implementation stage in both waterfall and agile
- Excellent influencing and negotiation skills to resolve conflict amongst stakeholders at all levels of the organization
- Good working knowledge of ITIL framework and best practices using ServiceNow
- Excellent written and verbal communication skills
- Previous experience working in a professional services firm
- Experience of test-driven development alongside the use of automated test frameworks, mocking and stubbing and unit testing tool
- Strong attention to detail
- A positive attitude and self-motivated
- Able to work independently with little guidance, or as a team contributor in a fast-paced, deadline-driven environment
- Highly organized and adaptable to changing priorities
- Ability to effectively communicate and coordinate with senior business management and peers
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Total Wellbeing
Our goal is to support the wellbeing of you and your families—physically, emotionally, and financially. We offer comprehensive benefits such as the following:
- Competitive total compensation, including bonus earning potential
- Full package of benefits plans, including medical, dental, and vision coverage along with life and disability insurance
- Generous paid time off and holidays
- Company matched 401(k) retirement savings plan
- Potential for flexible work arrangements
- Generous paid parental leave with available planning tools, virtual expert coaching services and flex return support.
- Family care benefits, including back-up child/elder care
- Employee wellness platform
- Employee recognition programs
- Paid time off for volunteering in your community
- Corporate matching for charitable donations most important to you
- Make an impact in our communities through company sponsored pro bono work
- Professional development and certification programs
- Free in-office snacks and drinks
- Free smartphone and cellular plan (if applicable)
- FTI Perks & Discounts at retailers and businesses
- Upscale offices close to public transportation
About FTI Consulting
FTI Consulting is a global business advisory firm dedicated to helping clients with their most significant opportunities and challenges. With more than 8,000 employees located in 33 countries and territories, our broad and diverse bench of award–winning experts advise their clients when they are facing their most significant opportunities and challenges. At FTI Consulting, we embrace, cultivate and maintain a culture of diversity, inclusion & belonging, which are fundamental components to our core values. FTI Consulting is publicly traded on the New York Stock Exchange and has been recognized as one of the World’s Best Management Consulting Firms by Forbes. For more information, visit www.fticonsulting.com and connect with us on Instagram and LinkedIn.
FTI Consulting is an equal opportunity employer and does not discriminate on the basis of race, color, national origin, ancestry, citizenship status, protected veteran status, religion, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, age, or any other basis protected by law, ordinance, or regulation.
Compensation Disclosure: Actual compensation is determined based on a wide array of relevant factors including market considerations, business needs, and an individual’s location, skills, level of experience, and qualifications.
