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Key Responsibilities Service Now Product Management - Define and manage the Service Now platform vision, strategy, and multi-year roadmap. - Drive platform governance, risks and audits (SOX, IT Audit, Cloud governance and controls), standardization, scalability, and adoption across the organization. - Vendor Management- Establish and monitor product KPIs, SLAs, platform health metrics, security and compliance, and business outcomes. - Serve as the key liaison between business stakeholders, leadership, Service Now teams, and external vendors. - Lead customer and stakeholder engagement sessions to identify opportunities for automation and process optimization. Serve as the key liaison between business stakeholders, leadership, Service Now teams, and external vendors. - Evaluate current Service Now releases, features, and modules to maximize platform value and ROI. Project & Program Management - Lead Service Now implementation, upgrade, migration, and transformation projects from initiation through closure. - Develop project plans, timelines, budgets, risk registers, and governance frameworks. - Coordinate cross-functional teams including Product Owners, Architects, Developers, Administrators, Business Analysts, QA, Security, and Operations teams. - Manage Agile/Scrum ceremonies including sprint planning, backlog grooming, retrospectives, and release planning. - Ensure project delivery meets scope, quality, schedule, compliance, and budget objectives. - Track project milestones, risks, dependencies, and executive-level reporting. Platform Governance & Continuous Improvement - Establish Service Now governance processes, design standards, and best practices. - Review customization requests to ensure alignment with out-of-the-box capabilities and platform sustainability. - Drive technical debt reduction and platform modernization initiatives. - Partner with architecture and engineering teams to define integration strategies and technical roadmaps. - Ensure platform compliance with enterprise security, privacy, audit, and regulatory requirements. .