T&DS - ServiceNow Product Manager

Permanent role within Forvis Mazars Group Technology & Digital Solutions (T&DS), reporting to the Head of Service Management.

The role operates in a global, federated environment, working closely with Group IT, regional and country CIOs, local IT teams, Enterprise Architecture, Security, Procurement, Finance, and external Service Now partners.

Role Purpose

The Service Now Product Manager is responsible for defining, governing, and continuously improving the global Service Now product roadmap for Forvis Mazars in coordination with our external integrator for Build and Run.

The role ensures that Service Now evolves from an ITSM platform into a scalable, business-aligned enterprise service management capability that delivers measurable value across countries, regions, and Group functions.

Key Responsibilities

• Define and maintain the global Service Now product vision, strategy, and roadmap in alignment with Forvis Mazars’ T&DS objectives, Group IT priorities, and the Enterprise Service Management strategy.
• Act as the product owner and key representative for the Service Now platform across Group, regional, and country stakeholders, ensuring that business needs are translated into clear, value-driven product priorities.
• Manage the Service Now backlog, demand intake, prioritization logic, release scope, and delivery sequencing, ensuring transparency, fairness, and alignment with business value, operational risk, country maturity, and platform sustainability.
• Support the implementation of a structured Service Now governance model, including strategic steering, operational governance, roadmap arbitration, KPI monitoring, community feedback loops, and clear decision rights.
• Work closely with country CIOs, regional CIOs, local IT teams, process owners, and platform champions to strengthen adoption, capture field feedback, and enable local autonomy within Group guardrails.
• Drive improvements to user experience, service catalogue design, request management, self-service, portal usability, and reporting to reduce complexity and increase platform adoption across the Forvis Mazars network.
• Promote standardized and scalable Service Now practices across ITSM processes, including incident, request, change, problem, asset, CMDB, discovery, and service reporting, while avoiding unnecessary customization and technical debt.
• Partner with Enterprise Architecture, Security, and Data Protection stakeholders to ensure that Service Now solutions comply with architecture principles, security requirements, data governance, European data residency expectations, and access control standards.
• Contribute to the Service Now licensing and value-realization strategy, including module adoption, chargeback impacts, license optimization, AI capabilities, App Engine, Security Operations, Platform Encryption, and future roadmap options.
• Coordinate with Procurement, Finance, Service Management, and external partners to ensure effective vendor governance, clear SLAs, measurable performance, transparent reporting, and continuous improvement of managed services.
• Assess new Service Now releases, modules, AI-enabled capabilities, automation opportunities, and market innovations to identify pragmatic use cases that can deliver measurable value for Forvis Mazars.
• Lead communication, change enablement, training, adoption tracking, and stakeholder engagement activities to support country onboarding, platform credibility, and long-term value realization.

Qualifications

• Bachelor’s or Master’s degree in Information Technology, Computer Science, Business Administration, Engineering, or a related field.
• Significant experience in product management, product ownership, IT service management, enterprise service management, or digital platform management in a complex international environment.
• Strong knowledge of the Service Now platform, particularly ITSM, with exposure to modules such as CSM, ITSM Pro+, CMDB, App Engine, Security Operations, Platform Encryption, or AI-enabled Service Now capabilities.
• Good understanding of ITIL practices, service management operating models, service catalogue design, request management, change management, CMDB governance, and workflow automation.
• Experience working in federated or decentralized organizations, with the ability to balance global standards, local autonomy, cost constraints, and diverse maturity levels across countries or business units.
• Proven ability to define product roadmaps, manage backlogs, prioritize demand, support governance forums, and deliver incremental value through agile or hybrid delivery methods.
• Strong stakeholder management skills, with the ability to engage senior leaders, country CIOs, regional CIOs, local IT teams, technical experts, procurement teams, finance stakeholders, vendors, and implementation partners.
• Analytical mindset with the ability to use KPIs, adoption metrics, SLA performance, license usage, user feedback, and business outcomes to guide decisions and continuous improvement.
• Ability to challenge requirements constructively, promote standardization, reduce technical debt, and protect long-term platform integrity while remaining pragmatic and business-oriented.
• Excellent written and verbal communication skills in French and English; another Forvis Mazars network language would be an advantage.
• Service Now certifications and ITIL certification.
• About Technology & digital solutions

The Technology & Digital Solutions (T&DS) organization is one of the key pillars of Forvis Mazars’ digital transformation.

Over the past years, T&DS has been shaping and continuously strengthening a seamless digital environment that enables greater collaboration worldwide, in a safe and trusted context.

This empowers Forvis Mazars professionals to deliver more value to clients every day.

To achieve this, the T&DS transformation program has progressively consolidated IT operations from a multi-local model spread across 100+ countries into a global model.

This global setup now supports the business, people and clients, while continuously adapting to evolving digital needs, technologies and expectations.

The success and sustainability of this transformation rely on the strong expertise and ongoing commitment of every member of the team.

As digital technologies evolve every day, T&DS evolves with them.

Joining the Technology & Digital Solutions organization means contributing to a mature, impactful transformation, and helping shape what comes next.

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