ServiceNow Product Manager

Masdar, the Abu Dhabi Future Energy Company, is hiring for a ServiceNow Product Manager to shape how the organisation uses its enterprise workflow platform. With a global portfolio of clean energy projects and a target to reach 100 GW of capacity by 2030, Masdar blends bold innovation with practical execution. The role is an onsite, full-time position in Abu Dhabi, designed for someone who wants to drive cross-functional digital transformation across IT, HR, Facilities, and Corporate Services.

The ServiceNow Product Manager will own the platform’s direction, governance, and end-to-end roadmap, turning ServiceNow from a traditional IT ticketing tool into a centralized, scalable digital workflow engine. You’ll work in a multi-vendor environment to standardise processes, push automation, and demonstrate clear adoption and value across Masdar’s functions, while keeping control of platform architecture and development governance to avoid vendor lock-in.

Turning ServiceNow into Masdar’s enterprise workflow engine

You’ll articulate a long-term product vision and multi-year roadmap for ServiceNow, steering adoption-focused delivery that moves Masdar toward enterprise-wide workflow and service management across IT, HR Shared Services, and Facilities. By prioritising value and automation, you’ll keep customization to a minimum and guard against technical debt, while building a rolling three-year business case to justify investments to leadership. You’ll also conduct annual health checks of the platform, identifying technical debt, upgrade readiness, license utilisation, and integration risks, and presenting a remediation plan to the Director.

Day-to-day you’ll centralise service requests into ServiceNow across IT (ITSM, ITOM, ITAM, SecOps), HRSD, and Facilities / Corporate Services, and you’ll own a standard Onboarding Playbook to bring new functions onto the platform within eight to twelve weeks. You’ll maintain a Shadow Tool Register to track tools outside ServiceNow and lead a consolidation effort to remove duplicates, reporting quarterly progress to the Director. You’ll collaborate with Finance to ensure cost management modules and integrations support transparent IT cost allocation, and you’ll help design a governance model for Masdar’s 100%-owned entities, deciding what shares the core instance and how data sovereignty and access controls are handled across entity boundaries.

Beyond operations, you’ll drive ITIL v4-aligned processes such as incident, problem, change, and request management, ensuring ServiceNow enforces process discipline rather than simply logging tickets. You’ll shape the CMDB data governance, with clear ownership by domain and robust discovery and reconciliation rules, aiming for high production accuracy. You’ll mature ITOM capabilities, including discovery, service mapping, and event management, focusing on data quality and practical usability. You’ll establish a Problem Management Centre of Excellence that looks for systemic failure patterns and feeds monthly insights to leadership, and you’ll evolve Event Management into a unified enterprise event stream by integrating monitoring and OT alerting systems to reduce alert noise. You’ll work to expand ServiceNow’s automation through Now Assist, Virtual Agent, and AI governance, ensuring Arabic and English support for Masdar’s UAE-based teams and validating language coverage before enterprise-wide rollouts. You’ll measure adoption and maturity through dashboards at three levels, operational, management, and executive, and you’ll publish a library of reusable automation patterns for all onboarding functions to use before building custom workflows.

Must-have foundations and nice-to-haves

To be considered, Masdar is looking for credentials and experience that show you can own a complex ServiceNow program and deliver across multiple functions.

• ServiceNow Certified System Administrator (CSA) certification is required
• ServiceNow Certified Implementation Specialist for ITSM (CIS-ITSM) is required
• ServiceNow Certified Implementation Specialist for ITOM (CIS-ITOM) is required
• ITIL v4 Managing Professional or an equivalent credential is required

• A bachelor’s degree in IT, computer science, or a related field
• ServiceNow HRSD (CIS-HRSD) certification is desirable
• CSPO or an equivalent product management certification is desirable
• Seven to ten plus years in ServiceNow product ownership or platform leadership, with a track record of ITSM transformation and broad platform adoption
• Experience running ServiceNow in outsourced or vendor-led environments at large, complex organisations
• Demonstrated ability to manage implementation partners under outcome-based delivery models
• Experience in energy, utilities, or asset-intensive sectors and familiarity with UAE regulatory environments is a plus

Insider tips to boost your candidacy

Frame your resume around ServiceNow governance and cross-functional impact, especially where you shifted ITSM into an enterprise workflow that spans IT, HR, and facilities. Highlight concrete outcomes like reduced customization through OOTB adoption or measurable improvements in platform adoption and operational efficiency, and mention the onboarding timelines you’ve driven for bringing new functions onto a single platform.

When you describe your experience, foreground certifications and hands-on work with CMDB data governance, ITOM, event management, and virtual agents. Include examples of health assessments, remediation plans, and dashboards you’ve built that tracked adoption, backlog, and platform health for different audiences from domain leads to a Director-level view.

Prepare for interviews by detailing how you’ve designed governance models across multiple entities, including data sovereignty and access controls, and how you’ve worked with partners to achieve outcome-based results. Be ready to discuss Now Assist/GenAI governance and how you validated AI features against Masdar’s governance framework before production rollout.

Think up a smart question to pose, such as how Masdar currently measures ServiceNow adoption and ROI, what the deflection rate looks like for L0/L1 support, or how the three-tier dashboard structure informs decision-making for the Director and the CDO. Asking about concrete adoption metrics signals you’re ready to drive real value from the platform.