ITSM Product Manager

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewThe Service Design and Tools Team (D&T) of the Centralized Managed and Support Operations Organization (CMSO) is responsible for the design, development and implementation of service delivery models, processes, technologies, reports & analytics used by the CMSO Operations teams.
Job Description

 The ITSM Product Manager will be a member of the Service Design team and focus on ownership of the ServiceNow product within the Managed Support Suite Technology (MSST) stack of tools and the Platform & Infrastructure Technology Stack. The ServiceNow Product Manager will be responsible for defining both strategic direction and tactical roadmap and features of the product, understanding the tools landscape; generating product requirements; determining specifications, and understanding costs / pricing for adoption, ongoing maintenance and enhancements of the product. The Product Manager is expected to collaborate closely with the D&T Development and Infrastructure teams, other CMSO organizations as well as teams external to CMSO (such as IT and Product organizations).

SDTI Product Manager - detailed tasks:

• Understands the strategic direction of the CMSO organization and aligns the D&T product strategy & product roadmap to assist in the accomplishment of the CMSO vision.

• Assesses the present and future MSST products and Platform & Infrastructure Technologies by reviewing specifications and requirements and appraising new product ideas

• Assesses organizational needs by calling on internal operations teams along with external market research to evaluate the direction of service delivery and operations teams and their associated needs.

• Provides information for management by preparing short-term and long-term product roadmaps and special reports and analyses; answering questions and requests.

• Introduces new products to the organization that will help drive efficiencies and automation by analyzing proposed product requirements and product development programs; preparing return-on-investment analyses; establishing time schedules with development and infrastructure teams.

• Defines product business case/ROI for introduction of new products as well as any enhancement/feature requests introduced.

• Defines product requirements

• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; and participating in professional societies.

• Backlog management & Feature prioritization

• Release management

• User adoption management

• Defines the “what” that the D&T Service Architecture Team will develop (“how”)

Preferred Skills and Qualifications: 

• Exceptional Strategic Thinking & Vision Skills

• Experiences of implementing ServiceNow product

• Knowledge of the ITIL Framework

• Strong Business and Technical Acumen

• Financial Savviness & Analysis

• Polished Presentation & Communication Skills

• Strong Influencing & Leadership Skills

• Strong Time Management and Organization Skills

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Basic Requirements

• Bachelors degree or higher in a IT related discipline

• 5-6 years of Product Manager experience

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].