Product Manager

ServiceNow is a global market leader in innovative AI-enhanced technology, empowering organizations to work smarter and faster. They are seeking an experienced contractor to advance the product adoption framework for the HR Service Delivery (HRSD) product portfolio, responsible for building structured adoption programs and developing enablement content to drive measurable outcomes.

Responsibilities:

• Design and maintain the HRSD product adoption framework, including adoption stages, success metrics, and enablement pathways
• Develop adoption content — playbooks, how-to guides, best practice documentation, and enablement toolkits
• Create compelling narratives and structured messaging that translate complex HRSD capabilities into clear, actionable adoption guidance
• Identify and analyze adoption barriers through root cause analysis; develop scalable, systemic recommendations to address them
• Partner with Product, Sales, and Product Excellence teams to align adoption strategies with product roadmap and customer outcomes
• Establish and track adoption metrics, synthesizing data and field insights to continuously refine the framework
• Engage stakeholders at multiple levels, building trust and communicating adoption progress and recommendations with clarity and persuasion
• Support process improvement by identifying gaps in the current adoption approach and driving actionable solutions

Requirements:

• 5+ years of experience in customer success, product adoption, HR technology consulting, or related
• Familiarity with ServiceNow HR Service Delivery or similar HR platforms
• Experience working in or with enterprise HR, IT, or shared services organizations
• Demonstrated ability to influence stakeholders at Director level and above
• Clear, empathetic, and professional verbal and written communication with customers and internal teams
• Active listening — truly hearing and confirming customer concerns before responding
• Exceptional writing and editing; ability to produce organized, error-free, high-quality work
• Client relationship management — building rapport, understanding needs, and managing expectations
• Strong analytical thinking: breaking down complex issues and developing data-driven solutions
• Root cause analysis — identifying underlying issues to prevent recurrence
• Strategic assessment of situations with actionable, prioritized recommendations
• Process improvement mindset — identifying and fixing systemic gaps
• Empathy and emotional intelligence — understanding customer frustration and de-escalating situations
• Conflict resolution — handling disagreements calmly and professionally to reach resolution
• Persuasion and negotiation — presenting compelling arguments and handling objections effectively
• Team leadership — guiding, motivating, and influencing without direct authority
• Patience and resilience — sustaining performance through complex, demanding customer interactions
• Time management and organization — prioritizing tasks and managing multiple concurrent engagements
• Adaptability — adjusting approach to varied industries, customer needs, and changing conditions
• Technical aptitude — working understanding of HRSD products and services sufficient to engage meaningfully with customers
• Professionalism — reliable, accountable, and takes pride in work quality