Senior Technical Product Manager

We are seeking an experienced and driven Senior Technical Product Manager to join our Infrastructure Platform Management team at Amazon Services LLC. As a key member of our team, you will play a crucial role in driving the strategy, development, and implementation of Event Management and Discovery solutions within our ServiceNow platform.

• Develop and Execute Product Roadmap: Develop and execute the product roadmap for Event Management and Discovery within the ServiceNow platform, considering business objectives and user requirements.
• Define and Prioritize Feature Enhancements: Define and prioritize feature enhancements and functionality improvements from a people, process, and technology perspective.
• Develop Technology Solutions: Develop technology solutions that support key objectives around single source of truth and single pane of glass.
• Lead Project Planning and Execution: Lead the planning and execution of Event Management and Discovery projects, including gathering requirements, defining project scope, managing timelines, and overseeing resources.
• Ensure Process-Related Deliverables: Ensure process-related deliverables are complete, consistent, high quality, and timely, while delivering valued outcomes.
• Collaborate with Stakeholders: Collaborate with key stakeholders, including Infrastructure Operations, Engineering, and Service Desk to gather insights and ensure alignment with business needs.
• Drive Adoption of Best Practices: Drive the adoption of Event Management best practices and standards across the organization, including event detection, classification, prioritization, and remediation processes.
• Drive Metrics and Reporting: Drive the adoption of Discovery best practices and standards across the organization, including discovery of IT assets, dependencies, and relationships.
• Monitor and Analyze Key Performance Metrics: Monitor and analyze key performance metrics to assess the effectiveness of Event Management rules, alarm creation, correlation, and Discovery initiatives and identify areas for improvement.
• Drive Tooling Integration: Drive requirements around tooling integration where necessary with 1st and 3rd party systems to support these objectives.
• Contribute to Infrastructure Product Roadmaps: Contribute to infrastructure product roadmaps, ensuring device capabilities for remote monitoring and management.
• Develop Processes with a Global Mindset: Develop processes with a global mindset, ensuring consistency in the support experience for users. Processes should work for everyone, not just a single region.
• Act as Subject Matter Expert: Act as the subject matter expert on Event Management and Discovery within the ServiceNow platform, providing guidance and support to internal teams and customers as needed.
• Build and Maintain Strong Relationships: Build and maintain strong, cross-functional relationships while demonstrating exceptional organizational skills and attention to detail.
• Drive Continuous Improvements: Drive continuous improvements of business processes and service offerings based on user experiences with outcomes aligned to automation and future GenAI capabilities.
• Stay Current with Industry Best Practices: Continuous desire to learn, staying current on industry best practices for Event Management and Discovery, ServiceNow technology offerings, and leading-edge solutions at scale.

The Infrastructure Platform Management (IPM) team is part of Corporate Infrastructure Services (CIS) which is focused on running Amazon's corporate campus & building infrastructure worldwide. This includes everything from wired and wireless networking to the AV systems in our conference rooms. Where there's technology at play, CIS is responsible for keeping it healthy and running as designed.

• Experience in Roadmap Strategy and Definition: Experience owning/driving roadmap strategy and definition.
• Experience with Feature Delivery and Tradeoffs: Experience with feature delivery and tradeoffs of a product.
• Experience in Engineering Discussions: Experience contributing to engineering discussions around technology decisions and strategy related to a product.
• Experience in Managing Technical Products: Experience managing technical products or online services.
• Experience in Representing Customers and Stakeholders: Experience representing and advocating for a variety of critical customers and stakeholders during executive-level prioritization and planning.
• Education and Experience: Bachelor's degree in Computer Science, Information Technology, Business Administration, or equivalent professional experience.
• Years of Experience: 7+ years' experience in product or program management in a fast-paced, dynamic environment working with cross-functional teams at global scale.
• Experience in Data Center or Corporate IT Infrastructure Operations: 3+ years' experience working with data center or corporate IT infrastructure operations.
• Experience in ServiceNow: 3+ years' experience working with ServiceNow in an enterprise environment, with a deep understanding of the core ITSM, Event Management, and Discovery process areas and capabilities.
• ITIL Certification: ITIL v3/v4 Certified.
• ServiceNow Administration Fundamentals: ServiceNow Administration Fundamentals.
• ServiceNow ITSM Fundamentals: ServiceNow ITSM Fundamentals.
• Experience with Large Events Streams: Experience working with large events streams, across multiple product lines creating rule-based alarms and confidence ratios.
• Experience with Centralized Monitoring Frameworks: Experience developing and maintaining centralized, integrated monitoring frameworks with common data collection and predictive analysis.
• Project Management Skills: Excellent project management skills, with the ability to prioritize tasks, manage timelines, and coordinate resources effectively.
• Requirements Gathering and Writing: Experience gathering requirements, writing user stories, and business requirements documents (BRDs).
• Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and make data-driven decisions.
• Communication and Interpersonal Skills: Exceptional communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and communicate complex technical concepts to non-technical stakeholders.
• Agile Development Environment: Experience working in Agile development environments and familiarity with Agile methodologies such as Scrum or Kanban.
• Corporate IT Network and Building Infrastructure: Fundamental understanding of corporate IT network and building Infrastructure.
• Ability to Work Independently: The ability to work independently and self-motivate in a fast-paced and rapidly changing environment.
• High Sense of Ownership and Urgency: High sense of ownership, urgency, and drive.
• Prioritizing Demands and Scoping Large Efforts: Experience prioritizing demands, scoping large efforts, and negotiating timelines.
• Root Cause Analysis and Complex Problem-Solving Skills: Root cause analysis and complex problem-solving skills.
• Passion for Delivering Results and Building Trust: A passion for delivering results and building trust with internal and external stakeholders.

• Experience in Using Analytical Tools: Experience in using analytical tools, such as Tableau, Qlikview, QuickSight.
• Experience in Building and Driving Adoption of New Tools: Experience in building and driving adoption of new tools.
• PMP Certification or Equivalent: PMP Certification or equivalent.
• Process Improvement Skills: Process improvement skills. (Lean, Kaizen, Gemba).
• Agile SAFe Certifications: Agile SAFe Certifications.
• ServiceNow System Administrator Certified: ServiceNow System Administrator Certified.
• ServiceNow Performance Analytics (PA) Essentials: ServiceNow Performance Analytics (PA) Essentials.
• ServiceNow Certified Implementation Specialist- IT Service Management: ServiceNow Certified Implementation Specialist- IT Service Management.
• Proficiency with ServiceNow Performance Analytics, SQL, QuickSight, Tableau and Other Database and Analytics/Reporting Tools: Proficiency with ServiceNow Performance Analytics, SQL, QuickSight, Tableau and other database and analytics/reporting tools.