Act as the strategic advisor for the ITSM ServiceNow platform, translating business requirements into out-of-the-box or low-customization solutions.
Evaluate requests critically to prevent over-customization and technical debt; confidently guide customers toward sustainable, best-practice solutions.
Review ServiceNow version release notes to proactively determine how new versions will impact our current landscape and present new, value-add features to the team.
Work closely alongside our Process Manager to thoroughly learn and understand DaVita’s specific processes and culture.
Represent the Process Management Team during the ServiceNow Development team's technical reviews to ensure alignment between the requested experience and the technical design.
Manage the IDEA queue, prioritizing intake based on strategic value, platform health, and business impact.
Create comprehensive testing plans to ensure high-quality releases.
Drive the strategy for how our ITSM ServiceNow product integrates with other enterprise tools, specifically Microsoft SharePoint, Microsoft Teams, and our CCaaS product (NICE CXone Copilot).
Guide the team through the upcoming implementation of AI features within ServiceNow using Now Assist.
Lead the strategic transition from our current transactional chatbot to ServiceNow's next-generation conversational LLM-based chatbot.

5+ years of proven, hands-on experience with the ServiceNow platform, specifically within ITSM.
Deep understanding of ServiceNow capabilities, architecture, and best practices to effectively advise on "can do" vs. "should do."
Strong understanding of integrations between ServiceNow and other enterprise applications (e.g., SharePoint, Teams, CCaaS platforms).
Forward-looking mindset with an interest or experience in implementing AI and LLM-based conversational tools within ServiceNow.
Excellent communication and stakeholder management skills; ability to confidently push back on complex customizations to protect platform health.

Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
Support for you and your family: Family resources, EAP counseling sessions, access Headspace ® , backup child and elder care, maternity/paternity leave
Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.

Technical Product Manager – ITSM, ServiceNow

Key skills