Job Description
Product Manager, ServiceNow
Corporate Services - IT & CIO
Status: Regular Full Time
Salary Range: $117,464.00 - $146,830.00 per annum plus comprehensive benefits
Hiring Range: $117,464.00 - $132,147.00 + per annum plus comprehensive benefits
Work mode: Hybrid* see below for more details about this work mode.
Location: 10 Peel Centre Drive, Brampton
Hours of work: 35 hours per week
Who we are:
Our Information Technology Division plays an important role in the organization with respect to our technology & digital needs. The IT Division is composed of Information Management, Digital Services, IT Solutions & IT Operations.
What you will do in this role:
In this role, you will design, develop, and implement ServiceNow solutions while driving platform adoption, governance, and continuous improvement. You will work collaboratively with IT and departmental partners to deliver effective technology solutions that strengthen services across the Region and advance digital transformation.
As the Region’s ServiceNow technical expert, you will stay current on the platform’s lifecycle, capabilities, and roadmap to ensure its full value is realized.
Strategic Product Leadership
- Provide strategic insight into how ServiceNow and other enterprise platforms inform the Region’s Digital Strategy and align product vision with organizational objectives.
- Proactively articulate business value and anticipate partner needs to shape solutions that go beyond immediate requirements.
- Collaborate with business stakeholders to identify new capabilities, refine processes, and prioritize platform initiatives.
Delivery of Service
- Oversee platform operations—including administration, incident management, upgrades, performance, and security—while driving continuous improvement through automation, analytics, and process optimization.
- Provide strategic consultation and expert knowledge of ServiceNow’s product lifecycle and roadmap to guide planning, resource coordination, and deployment.
- Build strong relationships and collaborate with vendors, Change Management Specialists, and other stakeholders to align platform roadmap with regional initiatives.
- Ensure the Region’s needs are effectively translated into ServiceNow functionality and proactively deployed across digital initiatives.
- Conduct research on industry best practices to ensure the Region is maximizing its investment in ServiceNow.
- Champion ServiceNow adoption across the organization, supporting colleagues through communication, training, and change enablement.
- Conduct in-depth analysis, research, documentation review, and develop reports/recommendations to optimize platform usage.
- Assist IT Operations in selecting and advocating for the right technology solutions to improve internal partner experiences.
- Anticipate business needs and provide strategic recommendations on how ServiceNow can support evolving requirements.
- Build collaborative partnerships with internal groups to understand desired functionality and ensure platform alignment.
- Develop and manage strong relationships with vendors to ensure accountability, timely deliverables, and alignment with the Region’s needs.
Business Solutions & Opportunity
- Work is subject to standard checks and balances including manager review and approval.
- Optimize ServiceNow while identifying and mitigating operational risks associated with the platform.
- Provide authoritative recommendations that support timely, relevant solutions aligned to user and organizational needs.
What the role requires:
- Relevant post-secondary education in Computer Science and/or Business, or equivalent
- 8 years of related and progressive experience, planning, implementing and managing ServiceNow projects.
- Experience managing products at all stages of the product lifecycle.
- Strong understanding of the ServiceNow platform, including integrations and API capabilities.
Advanced ServiceNow expertise, including application, software, and product experience, gained through:
- Strong technical background with the ServiceNow platform.Deep understanding of ServiceNow modules, platform capabilities, integrations, and best‑practice design principles.ServiceNow certifications such as CSA, CIS‑ITSM, CIS‑HRSD, or other relevant credentials.
Skills/Abilities:
- Demonstrated project and product management capability
- Strong analytical, problem‑solving, and decision‑making skills
- Excellent communication, consulting, and stakeholder engagement skills
- Effective time management and customer service orientation
- Strong facilitation, influencing, and relationship‑building capabilities
- Solid understanding of municipal/regional government operations
Nice to have:
- Product management methodologies, Agile or Scrum, ITIL certifications
Be bold. Think big. Join us.
Perks That Make Work Fun (and Your Life Easier)!
At Peel Region, we believe in taking care of you. Here's what you'll enjoy when you join our team:
- Top-Notch Benefits: Comprehensive Health, Dental, and Vision plan (yes, even psychological health coverage) — starting on your very first day!
- OMERS Pension Plan: Automatic enrolment to help secure your future with peace of mind.
- Vacation Time That Grows: Start with 3 weeks of vacation per year— because work-life balance is important!
- Personal Days Just for You: Enjoy 3 paid personal days and floating holidays to recharge whenever you need.
- Wellness First: Flexible hours to fit your lifestyle and prioritize your health and well-being.
- Performance Pays Off: Annual performance reviews with merit increases — your hard work is recognized and rewarded!
- Supportive, Respectful Culture: Work in an environment where leadership truly cares, and inclusivity is celebrated.
- Learning & Growth: Access to tuition reimbursement and tons of development resources to keep you growing — whether in your career or on a personal level.
We’ve got you covered — because we know happy, healthy people do their best work!
In this role, you’ll benefit from the flexibility of a hybrid work arrangement that prioritizes meaningful in-person connection. A minimum of two days per week on-site is expected, with additional in-person presence as operational needs evolve. This arrangement allows for a blend of in person and hybrid work that adapts to support both organizational priorities and employee flexibility and is subject to change over time.
It's important to note that your off-site work location must be within the province of Ontario. This ensures that we're compliant with all regulations and policies. The Region of Peel offers job based flexible hours of work that allows employees to manage personal and professional responsibilities while at the same time ensures business operational needs and customer service expectations are achieved.
Interview: Our recruitment process will include video conference technology
Kindly ensure to regularly monitor your spam and junk email folders, as important communications regarding your application may be directed there.
If this opportunity matches your qualifications and experience, please apply on-line.
About Us
Peel Region consists of the cities of Brampton and Mississauga, and the town of Caledon. Peel Region delivers essential services to more than 1.5 million residents and approximately 200,000 businesses.
We’re working to create a community that is safe, inclusive, and accessible. A place where everyone feels they belong and can access the services they need to thrive throughout each stage of life.
Our workforce is 6,700 strong and since 1974, we’ve been delivering a wide range of resident focused services. Our services include paramedic services, health programs, long-term care and services for seniors, child care support, garbage collection and recycling, waste water and water treatment, road maintenance, financial assistance, and housing support.
Recognized by Canada's Healthy Workplace Month® with the Great Employer Award presented by Excellence Canada, Peel Region is a place where everyone feels they belong. We strive to develop a workplace that values and respects diversity, practices inclusion, recognizes the unique contributions and abilities of all people and facilitates innovative thinking. At Peel Region, people come first. Each employee has an important role within our community and when we work together, it’s impactful. We encourage you to join us in delivering essential services and programs to our diverse community. You won't find a better opportunity than Peel Region.
Additional Information
Peel Region is committed to a diverse and inclusive workplace where everyone is respected and valued for their contributions, and where everyone is treated fairly and has opportunity to grow and develop. As one of the most diverse regions in Canada, we are committed to establishing a qualified workforce that is reflective of the population we serve.Peel Region is committed to providing accommodations throughout the recruitment process, upon request. If you require accommodation, please notify us and we will work with you to meet your needs. Accessible formats and communication supports are available. Please contact zzg-hrtalentacquisition@peelregion.ca
Please be advised, Peel Region uses email to communicate with applicants for open job competitions and does not use AI technology in any part of the recruitment process. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e., testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the position and your application will be removed from the competition.
