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Product Manager - Service Now
Hybrid in Dublin·Added 1 month ago (last checked 21 Oct)
Our summary
- Work mode
- Hybrid, Dublin
- Contract
- Permanent
- Experience
- 3+ years
Skills
Requirements
What we're looking for
Experience: 3+ years of Product Management or Platform Ownership experience, specifically managing an internal enterprise SaaS environment.
Education & certifications
ServiceNow Knowledge: Strong understanding of the ServiceNow ecosystem
Certifications: ServiceNow Certified System Administrator (CSA) or Certified Application
Specialist is highly preferred. ITIL v4 certification is a plus.
Skills: Proven ability to say "no" diplomatically to stakeholders when requests conflict with platform health or best practices.
Pay & benefits
What you'll get
What ICON can offer you:
Our success depends on the quality of our people. That's why we've made it a priority to build a diverse culture that rewards high performance and nurtures talent.
In addition to your competitive salary, ICON offers a range of additional benefits. Our benefits are designed to be competitive within each country and are focused on well-being and work life balance opportunities for you and your family.
Our benefits examples include
- Various annual leave entitlements
- A range of health insurance offerings to suit you and your family's needs.
- Competitive retirement planning offerings to maximize savings and plan with confidence for the years ahead.
- Global Employee Assistance Programme, LifeWorks, offering 24-hour access to a global network of over 80,000 independent specialized professionals who are there to support you and your family's well-being.
- Life assurance
- Flexible country-specific optional benefits, including childcare vouchers, bike purchase schemes, discounted gym memberships, subsidized travel passes, health assessments, among others.
Visit our careers site to read more about the benefits ICON offers.
The role
Product Manager - Service Now
ICON is a global healthcare intelligence and clinical research organisation united by a mission to bring new medicines and treatments to patients faster.
As a values-driven organisation, integrity, collaboration, agility, and inclusion are at the heart of how we work and interact with each other, customers, patients and suppliers.
As a Product Manager at ICON for Service Now, you will guide the success of our products by developing and execute product strategies that meet market needs and align with our business goals.
This position is ideally based in Ireland and will be Hybrid from our Dublin office. This can be discussed on application.
What you'll do
Product Strategy & Roadmap
Develop and maintain the ServiceNow product vision and multi-year roadmap.
Align platform capabilities with business strategy and organizational priorities.
Evaluate new ServiceNow products, modules, and features to drive continuous improvement.
Establish product priorities based on business value, risk reduction, and operational efficiency.
Stakeholder Management
Act as the primary relationship manager for business stakeholders and ServiceNow users.
Facilitate workshops to gather requirements and identify process improvement opportunities.
Manage competing priorities and ensure alignment across multiple business functions.
Communicate roadmap progress, platform performance, and investment recommendations to senior leadership.
Platform Governance
Establish and maintain platform governance processes.
Ensure adherence to architecture, security, compliance, and data management standards.
Manage platform demand intake, prioritization, and release planning.
Drive standardization and minimize unnecessary customization.
Service Delivery & Operations
Oversee ServiceNow platform performance, availability, and user experience.
Work closely with development, support, and operations teams to resolve issues and deliver enhancements.
Ensure effective incident, problem, change, and release management processes.
Monitor service levels and vendor performance.
Financial Management
Develop and manage the ServiceNow budget.
Monitor licensing, subscription, implementation, and support costs.
Build business cases and investment proposals for platform enhancements.
Track return on investment and business outcomes from ServiceNow initiatives.
Vendor & Partner Management
Manage ServiceNow account relationships, implementation partners, and support providers.
Negotiate contracts, statements of work, and renewal agreements (in consultation with the IT Vendor Management team).
Ensure external partners deliver against agreed objectives and service levels.
Continuous Improvement & Innovation
Identify opportunities to automate workflows and improve user experience.
Leverage ServiceNow capabilities including AI, automation, self-service, and analytics.
Measure and improve platform adoption and customer satisfaction.
Benchmark platform maturity against industry best practices.
About ICON plc
ICON is a clinical research organisation (CRO) providing outsourced clinical development and commercialisation services to the pharmaceutical, biotechnology and medical device industries. The company describes itself as the world's leading clinical research organisation and operates at global scale, with employees in 119 locations across 53 countries.
Its services span clinical and scientific operations, decentralised clinical trials, early clinical and laboratory services, medical imaging, regulatory affairs, consulting, commercialisation, medical writing, biometrics and outcome measures. ICON works across sectors including pharmaceuticals, biotech, medical devices and government and public health, and across therapeutic areas such as oncology, cardiovascular, central nervous system, vaccines and rare and orphan diseases.
- Industry
- Clinical research
- Headquarters
- Dublin, Ireland
In their own words
Additional information
At ICON, inclusion & belonging are fundamental to our culture and values. We're dedicated to providing an inclusive and accessible environment for all candidates. ICON is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know or submit a request here
Interested in the role, but unsure if you meet all of the requirements? We would encourage you to apply regardless - there's every chance you're exactly what we're looking for here at ICON whether it is for this or other roles.
Are you a current ICON Employee? Please click here to apply
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