About The Role

We are seeking an experienced Senior Product Manager to
lead the vision, strategy, and execution of an enterprise workflow management platform
supporting our client. This highly visible role will drive product innovation, stakeholder
engagement, and roadmap development to deliver user-centered solutions that streamline
service requests, incident resolution, and mission-critical operational workflows. The ideal
candidate brings deep product management expertise, a strong understanding of IT Service
Management (ITSM) principles, and a proven ability to translate complex business requirements
into scalable digital solutions. Working closely with business leaders, technical teams, security
stakeholders, and end users, the Senior Product Manager will champion product strategy,
prioritize initiatives based on measurable outcomes, and lead Agile delivery teams to
continuously improve platform capabilities and user experience.

 Manage a product roadmap for a set of features from inception through implementation;
collect requirements, establish key performance metrics, craft the user experience, and
drive execution.
 Manage the end-to-end product strategy and roadmap for the platform

Publication Date: 3/25/2024Version: 2.00 Page 2 of 3
Custom Software Systems, Inc. (CSS) – All rights reserved.
 Partner with teams to define and deliver core foundational workflows and capabilities for

 Partner closely with business, IT, security and compliance teams to gather requirements
and translate them into clear product specifications and priorities
 Deeply understand user needs and pain points across different personas, and use that
insight to drive intuitive, scalable, and compliant solutions
 Lead discovery efforts including user research, journey mapping, and workflow design to
ensure solutions are usable and aligned with real world processes
 Balance short term delivery with long term platform strategy to support scalable solutions
 Define success metrics and continuously measure, iterate, and improve the product
based on usage data and user feedback
 Communicate product vision, progress, and tradeoffs clearly to both technical and non
technical stakeholders.
 Lead one or more multi-disciplinary agile delivery teams to deliver excellent new
products and/or iterations to existing products to meet user needs.
 Gather user requirements based on a communicable understanding of diverse audience
groups.
 Create effective, prioritized product descriptions and delivery plans to meet user needs
in a cost-effective way.

 Minimum ten (10) years of professional experience.
 Minimum six (6) years of direct product management experience. Three (3) of which are
managing enterprise platforms. Candidates with only program or project
management experience need not apply.

 US Citizenship
Knowledge, Skills & Abilities
 Proficiency in requirements gathering, data analysis and KPI driven prioritization and
decision making.
 Expertise in stakeholder management.
 Proficiency in user story writing and backlog management.
 Experience with Agile/Scrum delivery methodologies.
 Proven experience delivering user centric workflow management solutions and
experiences.
 Deep understanding of ITSM principles and frameworks.
 Experience managing helpdesk/service desk operations and workflows.
 Knowledge of change management and incident management processes.
 Experience working with ServiceNow.
 Experience managing the delivery, ongoing success, and continuous improvement of
one or more digital products and/or platforms.

 Bachelor's degree in Information Technology, Computer Science, Engineering, Data
Science, or another relevant discipline.
Compensation & Benefits 12
 Wage Range: Negotiable
 General Benefits: Custom Software Systems, Inc. offers our employees a competitive

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Senior Product Manager