About Northern TrustAs a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s 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 world’s most sophisticated clients using leading technology and exceptional service. About the RoleLead 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 optimizationKey ResponsibilitiesProduct Strategy & VisionDefine 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 principlesPlatform Governance & DeliveryEstablish 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 performanceAI & Intelligent Automation StrategyDefine 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 ManagementOwn 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 capabilitiesFinancial & Cost ManagementManage 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 featuresData Management & InsightsDefine 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 EngagementAct 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 improvementKey DeliverablesEnterprise 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 roadmapRequired Qualifications10+ 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 stakeholdersPreferred QualificationsServiceNow 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 standardization and consolidation initiativesKey CompetenciesStrategic thinking with strong execution focusStakeholder influence and executive communicationData-driven decision makingVendor negotiation and partnership managementStrong governance and risk mindsetContinuous improvement and innovation orientationSuccess MetricsPlatform adoption and user satisfactionReduction in incident volumes and MTTRAutomation and AI-driven efficiency gainsCost optimization and license utilizationCMDB accuracy and data quality improvementsDelivery of roadmap milestones and business value realizationWorking with UsAs a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve. Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities. Reasonable AccommodationNorthern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with. About Our Pune OfficeThe Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.