Technical Product Manager (TPM)2
Key Responsibilities
Platform Solutioning & Support
Perform L1 and L2 solutioning on the ServiceNow platform.
Collaborate with architects and designers to refine requirements and validate feasibility.
Requirements & Story Management
Break down PRDs into detailed user stories, with particular attention to UI/UX requirements and end-to-end experience flows.
Define and document interaction requirements, edge cases, and acceptance criteria for user-facing features.
Manage backlog, maintain story hygiene, and ensure stories are test-ready.
Track delivery status and follow up with engineers to ensure on-time execution.
UX Prototyping & Experience Design Support
Create low-to-mid fidelity prototypes for minor enhancements and new features using AI-assisted tools (e.g., Claude) or Figma.
Translate business and user requirements into wireframes and interactive mockups to accelerate design reviews and stakeholder alignment.
Partner with designers and engineers to iterate on prototypes based on feedback before development handoff.
Execution & Delivery Support
Drive UAT testing, validate outcomes, and close development tasks.
Provide structured reporting on progress, risks, and blockers.
Hypercare & Incident Management
Support post-go-live stabilization during the hypercare period.
Triage incidents, track resolution, and report on hypercare performance.
Collaboration with Core TPMs
Complement existing TPMs by focusing on execution and delivery, while they drive strategy and business alignment.
Ensure smooth handoffs and visibility across all levels of product management.
Required Skills & Experience
Hands-on knowledge of the ServiceNow platform with ability to solution requirements.
Experience translating business requirements and PRDs into detailed user stories, including UI/UX and experience-layer requirements.
Proficiency in UX prototyping tools — Figma and/or AI-assisted design tools such as Claude — for creating wireframes and experience mockups.
Strong backlog management, story hygiene, and execution-tracking skills.
Familiarity with Agile delivery tools (e.g., ServiceNow Agile, Jira).
Strong communication and reporting skills, with ability to simplify complex topics.
Exposure to hypercare, incident triage, and post-go-live support.
Preferred Qualifications
4–7 years of TPM or equivalent experience in SaaS or enterprise platforms.
Experience with Customer Success, CSP, or related ServiceNow modules.
Demonstrated ability to rapidly prototype minor enhancements using AI tools, reducing dependency on dedicated design resources.
Ability to operate in fast-paced, cross-functional environments with global teams
