Senior Technical Product Manager – IT Service Management

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $117k - $169k / year

⏰ Full Time

🟠 Senior

⚒️ Technical Product Manager (TPM)

👻 Ghost score 2%

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ŌURA

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

ŌURA is a company that produces smart rings designed to provide in-depth health metrics and insights. The Oura Ring tracks a variety of health-related data such as sleep patterns, heart rate, activity levels, and stress. It aims to help users live healthier and more productive lives through accurate biometrics tracked via a comfortable ring worn all day and night. With features that benefit women's health, heart health, and overall wellness, ŌURA rings are marketed as both technologically advanced and user-friendly devices for personal health monitoring.

📋 Description

• Lead migration from the legacy ITSM platform to a modern AI-native platform, including data model, workflow, catalog design, integrations, cutover, and decommissioning • Design employee-centered requests, catalog items, and knowledge content • Own the platform roadmap, backlog, intake, and prioritization criteria • Govern the service catalog and request fulfillment, moving manual work toward automated and identity-governed fulfillment • Own knowledge management standards, structure, and governance • Define AI-agent operating models, routing, accuracy thresholds, and guardrails • Build a repeatable ESM onboarding model for non-IT service teams • Design audit-ready change, incident, and access workflows supporting SOX, SOC 2, and HIPAA controls • Configure platforms, integrations, and automation with engineers; direct vendor and partner work

🎯 Requirements

• 6+ years in IT service management, service platform, or internal-tools product roles • Led at least one end-to-end ITSM or ESM tool implementation or migration through go-live • Strong grounding in ITSM concepts and practices (ITIL or equivalent) • Hands-on depth with a modern service management platform, including service catalog, workflow and SLA configuration, knowledge management, and reporting • Experience with an AI-native ITSM platform, Jira Service Management, Freshservice, or similar • Working knowledge of ServiceNow, including its data model, workflows, and administration • Experience designing access-request and fulfillment workflows integrated with an identity provider or identity governance platform • Experience applying AI in a service desk, including knowledge grounding, intent classification and routing, automated resolution, accuracy evaluation, guardrails, and human handoff • Technical depth with REST APIs, webhooks, SSO and SCIM, JSON data models, LLM and agent integrations, and Python or JavaScript scripting • Track record of running a platform as a product for multiple internal customer teams • Clear written and verbal communication • Daily use of AI assistants, agents, and AI-assisted build tools • Experience with identity governance, CMDB or asset-management data modeling, knowledge management programs, ESM, SOX ITGC, iPaaS tools, or distributed teams across US and EMEA time zones are nice to have • ITIL 4 certification is nice to have

🏖️ Benefits

• Competitive salary and equity packages • Health, dental, vision insurance, and mental health resources • An Ōura Ring of your own plus employee discounts for friends & family • 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off • Paid sick leave and parental leave