Service Management Platform, ServiceNow Product Management

RTX

Associate Director of Service Management Platform driving enterprise strategy and roadmap within aerospace and defense at RTX. Leading product lifecycle management for ServiceNow platform capabilities across the organization.

Posted 5/13/2026full-timeRemote • Oregon • 🇺🇸 United StatesSeniorLead💰 $157,200 - $298,800 per yearWebsite

Tech Stack

Tools & technologies

ITSMServiceNow

About the role

Key responsibilities & impact

Own the product vision, strategy, and roadmap for the enterprise Service Management Platform (ServiceNow) across ITSM, Technology Management, and Core Platform capabilities.
Drive platform governance, ensuring alignment with enterprise architecture, security standards, and strategic priorities.
Partner with key stakeholders to prioritize platform enhancements and backlog items based on value, risk, user impact, and operational needs.
Ensure platform capabilities scale effectively and support enterprise-wide service management maturity.
Lead efforts to drive organizational adoption of platform features, ensuring successful enablement and improved user experiences.
Collect and evaluate platform feedback to guide iterative enhancements and future roadmap planning.
Serve as an escalation point for major platform issues and provide oversight for L3 incident management, coordinating with technical teams to resolve complex operational problems.
Define and measure platform KPIs to communicate product value and operational impact.
Conduct market and industry research to identify new ServiceNow capabilities, trends, and best practices that support platform evolution.
Engage and manage stakeholders across business and technology teams, ensuring alignment, transparency, and shared decision-making.
Define epics, features, and acceptance criteria that guide development teams.
Translate platform strategy into actionable functional requirements.
Maintain thorough functional documentation for platform features and capabilities.
Oversee product governance processes and ensure compliance with enterprise standards.
Develop and document functional and technical story-level requirements for ServiceNow modules and enhancements.
Write clear, user-focused stories that reflect business needs and platform best practices.
Define story acceptance criteria and conduct functional validation.
Coordinate User Acceptance Testing (UAT) and ensure testing outcomes align with release expectations.
Provide oversight for initiatives involving the Service Management Platform, ensuring alignment with scope, timelines, and platform strategy.
Develop comprehensive testing strategies for platform releases, enhancements, and feature deployments.

Requirements

What you’ll need

A University Degree or equivalent experience and minimum 12 years prior relevant experience, or An Advanced Degree in a related field and minimum 10 years experience
Direct experience leading a product management team using industry standard product management best practice with strong stakeholder management skills, including building relationships, creating and managing an engagement plan, and developing a strategic partnership.
Strong understanding of ServiceNow architecture, modules, capabilities, and implementation approaches with experience supporting ITSM processes (e.g., Incident, Problem, Change, Request, CMDB, Knowledge).
Familiarity with technology management workflows and platform operations with a demonstrated ability to lead cross-functional teams and drive transformation across business and IT domains.
Experience implementing and operating within the Scaled Agile Framework (SAFe).
Ability to manage multiple priorities in a fast-paced environment while maintaining long-term strategic focus with strong analytical, communication, and organizational skills.

Benefits

Comp & perks

medical
dental
vision
life insurance
short-term disability
long-term disability
401(k) match
flexible spending accounts
flexible work schedules
employee assistance program
Employee Scholar Program
parental leave
paid time off
holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNowITSMScaled Agile Framework (SAFe)KPI measurementfunctional documentationUser Acceptance Testing (UAT)incident managementproblem managementchange managementrequest management

Soft Skills

stakeholder managementrelationship buildingstrategic partnership developmentanalytical skillscommunication skillsorganizational skillscross-functional team leadershipprioritizationuser experience improvementgovernance oversight