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ServiceNow Product Manager

Cox Communications

Atlanta, GA
Job Code:
Cox Communications
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Job Details

Company Cox Communications
Title: ServiceNow Product Manager
JobID: 1710212
Category: Information Technology
Industry: Cox Communications, Inc.
Job Type: Full-time


Cox Communications is looking for a ServiceNow Product Manager to own the roadmap for ServiceNow.  This business and technically-savvy individual will be responsible for collecting business requirements and desired outcomes and translating into technical requirements while partnering with the ServiceNow operations team for implementation.  The ideal candidate will be experienced in ServiceNow architecture and deployment with a deep understanding of its capabilities and administration.  This includes but is not limited to Incident, Service Catalog, Asset, Configuration, Change and Problem Management as well as HR modules. In addition, the product manager will be responsible for the maintenance and configuration of the Infrastructure organization’s knowledge management site. 

This individual will work closely with key IT and business stakeholders to document user and process requirements, develop custom workflows and support the Infrastructure team’s evolution into a service-oriented organization. The product manager will work with vendor partners to implement any custom changes that are needed. 

The administrator must be a problem-solver who can identify the base needs of the stakeholders and come up with creative solutions. The candidate will need to be a strong communicator who has experience working with both local and offshore resources. 

Primary Responsibilities and Essential Functions: 
• Own the roadmap for ServiceNow.  Plan and deliver system enhancements, version upgrades, module implementation and integrations. 
• Gather, document and analyze business and technical requirements in order to add value and enhance the user experience through improved system capabilities and automated process flows.
• Plan and validate the implementation of new configurations and customizations for ServiceNow
• Work with vendor partners to develop test cases and build plans as needed
• Maintain an understanding of ServiceNow applications and modules and licensing structure 
• Review new ServiceNow features, applications and modules to ensure the ServiceNow platform and tools remain current
• Maintain and configure the knowledge management website
• Manage tool integrations with 3rd party applications as needed



• Generally 5+ years of experience in IT Service Management or a related field OR generally 3+ years of experience in related field if candidate has an advanced degree 
• 2+ years of experience specifically with ServiceNow ITSM. 
• Ability to wear multiple hats - business analyst, project manager, and tester - as required
• Ability to manage multiple environments (Dev, QA and Prod)
• Self-starter who can drive releases and ongoing upgrades with no oversight
• Consultative approach in establishing and maintaining partnerships with business and technology stakeholders 
• Flexibility and adaptability to work on multiple tasks with changing priorities
• Working knowledge of SharePoint 2010 and SharePoint Online in an administrator capacity 

• ServiceNow Certified System Administrator
• ServiceNow Certified Implementation Specialist
• Bachelor's degree in technical discipline or related field
• Experience in developing with JAVA, XML, (X)HTML, JavaScript
• Working knowledge of ITIL processes 
• Experience with operations of national IT standards in Telecommunications/Cable industry


About Cox Communications


Cox Communications is a broadband communications and entertainment company, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. The third-largest U.S. cable company, Cox serves approximately 6 million residences and businesses. Cox Business is a facilities-based provider of voice, video and data solutions for commercial customers, and Cox Media is a full-service provider of national and local cable spot and digital media advertising. Cox is known for its pioneering efforts in broadband, voice and commercial services, industry-leading customer care and its outstanding workplaces. For nine years, Cox has been recognized as the top operator for women by Women in Cable Telecommunications; Cox has ranked among DiversityInc's Top 50 Companies for Diversity 11 times. More information about Cox Communications, a wholly owned subsidiary of Cox Enterprises, is available at and

Organization: Cox Communications, Inc.

Primary Location: US-GA-Atlanta-6305 Peachtree Dunwoody Rd

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: No

Schedule: Full-time

Unposting Date: Ongoing
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