✦ Luna Orbit — IT Support & Helpdesk

Senior Lead ITSM Product Manager

at Wells Fargo

📍 3 Locations Hybrid Posted March 20, 2026
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Position Details

Type Full-Time
Experience senior
Exp. Years 7+ years
Education Not specified
Category IT Support & Helpdesk

About this role

This role involves managing enterprise ITSM capabilities, focusing on platform maturity, automation, and cross-functional enablement within a hybrid work environment.

Key Responsibilities

  • Own and manage product backlog
  • Translate strategy into features
  • Partner with engineering
  • Define success metrics
  • Facilitate stakeholder workshops

Technical Overview

Technical scope includes ITSM processes, ServiceNow platform, Agile methodologies, AI agent configuration, data management, and automation tools.

Ideal Candidate

The ideal candidate is a senior ITSM product manager with over 7 years of experience in digital product management, specializing in ServiceNow and enterprise ITSM capabilities. They possess strong stakeholder management and automation skills, with a proven ability to lead cross-functional teams.

Must-Have Skills

7+ years digital product management5+ years ITSM experience2+ years Agile experienceExperience with AI Agent AuthoringStrong communication skills

Nice-to-Have Skills

Implementing ServiceNow CSDMJIRA experienceInfluence organizational levels

Tools & Platforms

ServiceNowJIRA

Required Skills

ITSMServiceNowCSDMAgileAI Agent AuthoringProduct BacklogStakeholder WorkshopsData IntegrityAutomationCross-functionalMetricsProduct ManagementData ModelsData EnablementEnterprise StrategyProduct OwnerITIL

Hard Skills

ITSMServiceNowCSDMAgileAI Agent AuthoringConfiguration ManagementData IntegrityAutomationCross-functional EnablementProduct Backlog ManagementStakeholder FacilitationMetrics Definition

Soft Skills

CommunicationLeadershipStakeholder ManagementPrioritizationCross-functional Collaboration

Industry & Role

Industry Financial Services / Banking
Job Function Enterprise ITSM product management
Role Subtype IT Support & Helpdesk
Tech Domains ITSM / ServiceNow, Data & Analytics

Clearance & Visa

Clearance Required None
Visa Sponsorship No

Keywords for Your Resume

ITSMServiceNowCSDMAgileAI Agent AuthoringProduct BacklogStakeholder WorkshopsData IntegrityAutomationCross-functionalMetricsProduct ManagementHybridSeniorData ManagementData ModelsData EnablementEnterprise StrategyProduct OwnerITILProduct backlogStakeholder managementData integrity

Deal Breakers

Less than 7 years of experience, No experience with ServiceNow or ITSM, Lack of Agile experience, No stakeholder management skills

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