Techno-Functional Consultant - ITAM/ITOM [T500-27474]

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the continued evolution of ServiceNow IT Operations Management (ITOM) and IT Asset Management (HAM/SAM) capabilities. The role helps deliver scalable, resilient, and data-driven digital workflows by improving visibility into the technology estate, strengthening service and asset data, and enabling automation across the enterprise.

The Manager, Technical Product Management - ESM ITOM/HAM/SAM Pod is product delivery owner for a development and configuration pod responsible for ServiceNow ITOM and asset management capabilities. This role leads end-to-end product development, configuration, enhancement delivery, and production support across capabilities such as discovery, service mapping, event and alert visibility, CMDB-aligned data enablement, hardware asset lifecycle workflows, software asset lifecycle and compliance workflows, and related automation. The leader partners across product, engineering, architecture, platform operations, procurement, service owners, and business teams to translate needs into scalable, supportable solutions while driving data quality, operational readiness, usability, and measurable outcomes.

This position reports to the Director, Technical Product Management and works closely with platform engineering, architecture, delivery, and business partners across the ESM ecosystem.

Responsibilities & Accountabilities:

Product Strategy, Ownership, and Roadmap:

• Own the ServiceNow ITOM/HAM/SAM pod roadmap and backlog, aligning priorities to enterprise service management goals, platform strategy, operational pain points, compliance requirements, and user needs.
• Partner with technology, infrastructure, service owners, procurement, asset management, security, and support stakeholders to define product vision, target outcomes, success measures, and a sequenced delivery plan.
• Drive adoption of out-of-the-box capabilities where practical, while making thoughtful extension decisions that support scalability, maintainability, governance, and upgrade readiness.

Development and Configuration Pod Leadership:

• Lead a hands-on pod responsible for configuration, development, enhancement delivery, and support across discovery, service mapping, event visibility, hardware asset workflows, software asset workflows, and related platform capabilities.
• Translate business and operational requirements into clear epics, features, user stories, acceptance criteria, and configuration outcomes that guide design, build, test, release, and support activities.
• Provide day-to-day leadership to the pod, removing blockers, managing priorities, escalating risks, and ensuring delivery commitments are met with quality, control, and speed.

ITOM Visibility, Service Data, and Operational Enablement:

• Lead delivery of discovery and service mapping capabilities that improve visibility into infrastructure, applications, cloud resources, and service dependencies.
• Drive event and monitoring integrations that improve alert correlation, operational awareness, root cause analysis, and response effectiveness.
• Partner with architecture and data teams to strengthen CMDB alignment, CI quality, relationship integrity, and service-aware operational data needed across the platform.

Hardware and Software Asset Lifecycle Enablement:

• Lead configuration and enhancement of hardware asset lifecycle workflows spanning request, procurement, receiving, deployment, stockroom or inventory visibility, refresh, return, retirement, and disposal processes.
• Support software asset management capabilities that improve entitlement visibility, software normalization, compliance posture, reclamation, renewal readiness, and cost optimization.
• Ensure asset records, models, contracts, entitlements, and configuration items are aligned appropriately to support operational, financial, and compliance outcomes.

Operational Excellence, Support, and Governance:

• Ensure strong operational support for delivered capabilities, including defect management, issue triage, root cause analysis, release readiness, documentation, and service performance monitoring.
• Balance business demand, data quality, technical debt, platform guardrails, and operational risk when making prioritization and design decisions.
• Use KPIs and operational measures to monitor backlog health, delivery performance, discovery coverage, data quality, compliance trends, and user outcomes, then convert insights into prioritized improvements.

Cross-Functional Partnership and Team Development:

• Collaborate closely with architects, platform teams, scrum leaders, QA, security, data, integration, procurement, and operations partners to ensure designs are compliant, reusable, supportable, and aligned to enterprise standards.
• Build a high-performing pod culture grounded in agile ways of working, accountability, continuous improvement, and strong partnership across product, engineering, and operational teams.
• Coach team members on product management discipline, backlog quality, configuration standards, testing rigor, release planning, and outcome-based delivery.

Qualifications:

Basic Qualifications:

• 8+ years of experience in technical product management, ServiceNow product ownership, platform delivery, or a related field with a Bachelor’s degree, or 6+ years of relevant experience with a Master’s degree.
• Demonstrated experience leading or managing delivery for ServiceNow ITOM, ITAM, HAM, SAM, CMDB, or related platform capabilities in a complex enterprise environment.
• Strong understanding of ServiceNow platform capabilities, product lifecycle management, agile delivery methods, and production support for development and configuration teams.
• Proven ability to translate business, operational, and compliance needs into product roadmaps, prioritized backlogs, functional requirements, and actionable delivery plans.
• Experience leading cross-functional teams and working collaboratively with business partners, architects, engineers, QA, data, procurement, and operations teams to deliver outcomes.
• Hands-on experience with configuration-driven delivery, release planning, issue triage, root cause thinking, and continuous improvement practices.
• Experience using data, metrics, and customer feedback to make prioritization decisions, improve adoption, strengthen data quality, and measure product success.
• Strong communication, storytelling, negotiation, influencing, and problem-solving skills with the ability to lead through complexity and ambiguity.
• Experience working with governance, controls, and upgrade-safe design principles in an enterprise platform environment.
• Willingness and ability to live the McDonald’s values every day: Serve, Inclusion, Integrity, Community, and Family.

Preferred Qualifications:

• Deep functional knowledge of ServiceNow ITOM capabilities such as discovery, service mapping, event visibility, monitoring integrations, and CMDB-aligned service data management.
• Deep functional knowledge of ServiceNow ITAM capabilities, including hardware asset lifecycle management, software entitlement management, compliance analysis, reclamation, and renewal support.
• Hands-on experience with ServiceNow configuration and delivery across discovery schedules and patterns, service mapping, monitoring/event integrations, CMDB/asset alignment, and asset lifecycle workflows.
• Experience leading a pod or product team responsible for both new development and ongoing support of enterprise ServiceNow ITOM and/or ITAM capabilities.
• Knowledge of CMDB, CSDM, service relationships, model normalization, procurement dependencies, contracts, and data dependencies that influence end-to-end solution design.
• Experience collaborating with infrastructure, asset, procurement, finance, and support stakeholders to redesign workflows, improve visibility, reduce manual work, and strengthen compliance.
• Ability to provide thought leadership on ServiceNow ITOM/ITAM roadmaps, platform opportunities, adoption strategies, data quality improvement, and continuous improvement priorities.
• Experience working in product-centric organizations and applying strong agile product ownership, backlog management, and release management practices.
• Preferred certifications include ServiceNow Certified System Administrator (CSA); Certified Implementation Specialist - Discovery, Event Management, Hardware Asset Management, or Software Asset Management; and Certified Application Developer (CAD) as a plus for candidates expected to support hands-on prototyping, workflow design, and configuration collaboration.
• Experience with Jira, Confluence, Azure DevOps, or similar tools supporting agile delivery, backlog management, and documentation.
• Strong bias for practical delivery, data quality discipline, governance-minded configuration, and delivering business value through scalable solutions.