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About the role
About Northern Trust As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the worlds most successful individuals, families, corporations and institutions. Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide. With more than 135 years of financial experience and over 24,000 partners, we serve the worlds most sophisticated clients using leading technology and exceptional service. About The Role Lead the end-to-end product management of the ServiceNow platform at Northern TrustDefine and execute a strategic vision and roadmap through a federated operating model across business, technology, and risk stakeholdersDrive the implementation, governance, optimization, and expansion of ServiceNow modules, including ITSM, ITOM, IRM/GRC, SecOps, HRSD, CSM, and AI-enabled capabilitiesEnsure the platform delivers business value, operational efficiency, regulatory compliance, and cost optimization Key Responsibilities Product Strategy & Vision Define and own the ServiceNow platform vision, strategy, and multi-year roadmapTranslate enterprise priorities into a cohesive product strategy across modules and domainsLead a federated roadmap planning process across business units, ensuring alignment and prioritizationDrive adoption of platform-first and automation-first principles Platform Governance & Delivery Establish and enforce platform governance models (design authority, standards, data models, and architecture guardrails)Ensure consistent implementation of best practices, reusable components, and scalable designOversee delivery of strategic programs across ServiceNow Modules in a federated partnership with assigned Capability Level Product OwnersPartner with engineering and operations teams to ensure resiliency, scalability, and performance AI & Intelligent Automation Strategy Define and execute roadmap for AI/GenAI capabilities within ServiceNow (e.g., virtual agents, predictive intelligence, Now Assist)Identify high-impact use cases for:Automation of service operationsPredictive incident/problem managementIntelligent workflows and self-healing systemsEstablish governance for AI adoption, model transparency, and responsible AI usageMeasure and track AI-driven outcomes (deflection rates, automation % , MTTR reduction) Vendor & Ecosystem Management Own strategic relationship with ServiceNow and implementation partnersDrive vendor performance through:Quarterly business reviews (QBRs)Value realization and KPI trackingInnovation alignment and roadmap influenceEvaluate and onboard ecosystem tools and integrations to extend platform capabilities Financial & Cost Management Manage platform TCO (Total Cost of Ownership) including licensing, infrastructure, and operational costsDevelop and execute cost optimization strategiesDrive transparency through chargeback/showback modelsEnsure optimal utilization of ServiceNow licenses and features Data Management & Insights Define and govern ServiceNow data strategy, including:CMDB maturity and accuracyData quality frameworksData ownership and stewardshipEnable data-driven decision making through dashboards, reporting, and analyticsIntegrate ServiceNow data with enterprise data platforms (e.g., data lake, analytics tools) Stakeholder & Federated Engagement Act as the single point of accountability for platform outcomesPartner with:Business stakeholdersIT operations and engineeringRisk, compliance, and audit teamsFacilitate alignment across a federated model with distributed ownershipDrive change management, adoption, and user experience improvement Key Deliverables Enterprise ServiceNow strategy and roadmapAI adoption roadmap and value realization metricsPlatform governance framework and standardsCost optimization plan and financial modelData governance maturity roadmapVendor performance and innovation roadmap Required Qualifications 10+ years of experience in product management, ITSM/platform engineering, or enterprise platforms5+ years of deep ServiceNow platform experience across multiple modulesProven experience in large-scale ServiceNow implementations in financial services or regulated environmentsStrong understanding of:ITIL / ITSM frameworksEnterprise architecture principlesRisk and compliance requirements (SOX, audit, etc.)Experience managing federated product models and cross-functional stakeholders Preferred Qualifications ServiceNow certifications (e.g., CSA, CIS ITSM/ITOM/IRM, Certified Product Owner)Experience with AI/ML or GenAI capabilities within ServiceNow or similar platformsExposure to cloud platforms, data platforms, and automation frameworksExperience driving platform About N
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