Technical Product Manager - ITSM ServiceNow

Posting Date

Technical Product Manager (TPM) – ITSM ServiceNow

General Purpose

The Technical Product Manager (TPM) will serve as the primary strategic guide and platform expert for the ITSM ServiceNow platform within DaVita. As the Process Management team expands its services to support all of ITSM in ServiceNow—extending beyond just IT to anyone using the platform—the TPM will be instrumental in bridging the gap between business requirements and technical execution.

While our Process Management team owns the experience and gathers requirements, and our ServiceNow Development team executes the actual coding, the TPM is critical in guiding us on what ServiceNow can do, and more importantly, advising on what we should do. This role is vital in helping DaVita avoid technical debt and over-customization by empowering us to make informed, sustainable platform decisions. Additionally, the TPM will guide us through an exciting roadmap, including turning on AI features (Now Assist), upgrading our conversational LLM-based chatbot, and integrating with other enterprise tools.

Essential Duties and Responsibilities

The following duties and responsibilities generally reflect the expectations of this position but are not intended to be all-inclusive.

Platform Strategy & Governance

• Act as the strategic advisor for the ITSM ServiceNow platform, translating business requirements into out-of-the-box or low-customization solutions.

• Evaluate requests critically to prevent over-customization and technical debt; confidently guide customers toward sustainable, best-practice solutions.

• Review ServiceNow version release notes to proactively determine how new versions will impact our current landscape and present new, value-add features to the team.

Process & Collaboration

• Work closely alongside our Process Manager to thoroughly learn and understand DaVita’s specific processes and culture.

• Represent the Process Management Team during the ServiceNow Development team's technical reviews to ensure alignment between the requested experience and the technical design.

• Manage the IDEA queue, prioritizing intake based on strategic value, platform health, and business impact.

• Create comprehensive testing plans to ensure high-quality releases.

Integration & Innovation

• Drive the strategy for how our ITSM ServiceNow product integrates with other enterprise tools, specifically Microsoft SharePoint, Microsoft Teams, and our CCaaS product (NICE CXone Copilot).

• Guide the team through the upcoming implementation of AI features within ServiceNow using Now Assist.

• Lead the strategic transition from our current transactional chatbot to ServiceNow's next-generation conversational LLM-based chatbot.

Minimum Qualifications

• 5+ years of proven, hands-on experience with the ServiceNow platform, specifically within ITSM.

• Deep understanding of ServiceNow capabilities, architecture, and best practices to effectively advise on "can do" vs. "should do."

• Strong understanding of integrations between ServiceNow and other enterprise applications (e.g., SharePoint, Teams, CCaaS platforms).

• Forward-looking mindset with an interest or experience in implementing AI and LLM-based conversational tools within ServiceNow.

• Excellent communication and stakeholder management skills; ability to confidently push back on complex customizations to protect platform health.

Preferred Qualifications and Certifications

• ServiceNow Certified System Administrator (CSA) (Highly Preferred)

• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) (Preferred)

• ITIL Certification (e.g., ITIL v4 Foundation or higher) strongly recommended as it relates to ITSM best practices.

What We’ll Provide: 

More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.  

• Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out  
• Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more 
• Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.  

DaVita Culture

We are a community first and a company second. The ideal candidate will be a strong culture fit for DaVita—someone who is collaborative, deeply cares for our teammates and patients, and is eager to learn how we operate while bringing fresh, strategic perspectives to our IT operations.

The above statements describe the general nature and level of work being performed by individuals employed in this position. This job description is not intended to be an exhaustive list of all duties and responsibilities required in this position. This job description does not constitute an employment contract.

#LI-SM5

At DaVita, we strive to be a community first and a company second.  We want all teammates to experience DaVita as "a place where I belong."  Our goal is to embed belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.

This position will be open for a minimum of three days.

Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits  

Colorado Residents: Please do not respond to any questions in this initial application that may seek age-identifying information such as age, date of birth, or dates of school attendance or graduation. You may also redact this information from any materials you submit during the application process.  You will not be penalized for redacting or removing this information.