Amazon · 19 hours ago
Sr. Technical Product Manager, ServiceNow Incident, Request, and Change Management, Ignition Product Management (IPM)
Austin, Texas, USA
Full-time
Onsite
Senior Level
$151K/yr - $205K/yr
7+ years expAmazon is seeking a Senior Technical Product Manager to enhance IT operations within ServiceNow. This role focuses on defining and delivering the Incident, Request, and Change Management experience, working closely with IT Operations and Engineering teams to improve efficiency and streamline workflows.
RetailArtificial Intelligence (AI)E-CommerceLogisticsDeliveryFoundational AI
Responsibilities
Own the product strategy and roadmap for Incident, Request, and Change Management in ServiceNow
Partner with IT Operations, Engineering, and Service Desk leaders to identify pain points and define requirements
Design and implement process and technical solutions that improve operator experience and consistency
Drive standardization of support workflows across teams and domains
Leverage automation and AI capabilities in ServiceNow to improve efficiency and scale
Act as the connective tissue between operations, engineering, and platform teams
Translate operational pain points into clear requirements and delivered solutions that simplify workflows and create a single source of truth for support work
Partner with IT Operations, Engineering, and Service Desk leaders to align priorities and drive adoption of consistent practices across teams and regions
Lead end-to-end delivery of enhancements from requirements through implementation, ensuring solutions are practical, scalable, and measurable
Establish and evolve best practices for incident detection, request fulfillment, and change execution to reduce friction for operators and customers
Define KPIs, dashboards, and reporting that provide visibility into performance and guide continuous improvement
Drive integration with other tools and systems to create a seamless support ecosystem
Leverage automation and emerging AI capabilities within ServiceNow to increase efficiency without increasing effort
Serve as the subject matter expert for Incident, Request, and Change within ServiceNow, influencing stakeholders and guiding teams as the platform evolves
Qualification
Required
Experience owning/driving roadmap strategy and definition
Experience with feature delivery and tradeoffs of a product
Experience contributing to engineering discussions around technology decisions and strategy related to a product
Experience managing technical products or online services
Experience in representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning
Bachelor's degree in computer science, engineering, mathematics or equivalent, or 5+ years of Information Technology (IT) experience
7+ years of program management, project management or product management experience
3+ years of experience supporting corporate IT or data center infrastructure operations, including incident and major incident management
Deep hands-on experience with ServiceNow in an enterprise environment, including ITSM, Incident, Request, Change, and Service Catalog capabilities; ITIL v3/v4 certified
Strong understanding of enterprise change management, including CAB operations, impact and conflict assessment, and change governance
Preferred
Experience in building and driving adoption of new tools
PMP Certification or equivalent
Process improvement skills. (Lean, Kaizen, Gemba)
Agile SAFe Certifications
ServiceNow System Administrator Certified
ServiceNow Performance Analytics (PA) Essentials
ServiceNow Certified Implementation Specialist- IT Service Management
Proficiency with ServiceNow Performance Analytics, SQL, QuickSight, Tableau and other database and analytics/reporting tools
Benefits
Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
401(k) matching
Paid time off
Parental leave
Company
Amazon
Amazon is a tech firm with a focus on e-commerce, cloud computing, digital streaming, and artificial intelligence.
10001+ employees
H1B Sponsorship
Amazon has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22803)
2024 (21175)
2023 (19057)
2022 (24088)
2021 (12233)
2020 (14881)
Funding
Current Stage
Public CompanyTotal Funding
$8.11BKey Investors
AmazonKleiner Perkins
2023-01-03Post Ipo Debt· $8B
2001-07-24Post Ipo Equity· $100M
1997-05-15IPO
Leadership Team
Douglas J. Herrington
CEO, Worldwide Amazon Stores
Werner Vogels
VP & CTO
Recent News
2026-02-13
thepeninsulaqatar.com
2026-02-13
Company data provided by crunchbase