Technical Product Manager – IT
DaVita Kidney Care
full-time
Posted on:
Location Type: Hybrid
Location: Malvern • Pennsylvania • United States
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Tech Stack
About the role
- 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.
Requirements
- 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.
Benefits
- 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 and more
- 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.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ServiceNowITSMAI implementationLLM-based chatbotintegrationcustomizationtesting plansprocess managementtechnical reviewsplatform architecture
Soft Skills
strategic advisingcommunicationstakeholder managementcritical evaluationguidanceleadershipproblem-solvingcollaborationprioritizationforward-looking mindset