Senior Technical Product Manager, IT Service Management (AI)

Location: Remote - United States. Candidates residing in Alaska, Delaware, Iowa, Mississippi, Nebraska, South Dakota, West Virginia, or Wisconsin are not considered.

Salary: $117,000–$138,000 for Region 3, $130,000–$153,000 for Region 2, or $143,000–$169,000 for Region 1, depending on US location.

Company

hirify.global develops the Oura Ring and connected app, providing health insights related to readiness, activity, and sleep.

What you will do

• Lead the migration from a legacy ITSM platform to a modern, AI-native platform, including data models, workflows, catalogs, integrations, cutover, and decommissioning.
• Design employee-centered requests, catalog items, knowledge, and fulfillment experiences that reduce friction.
• Own the platform roadmap, backlog, intake, prioritization, service catalog, and request fulfillment governance.
• Define knowledge management standards and AI-agent behavior, including routing, accuracy thresholds, guardrails, and human handoff.
• Build a repeatable ESM onboarding model for HR, Finance, Legal, Security, and other internal service teams.
• Design audit-ready change, incident, and access workflows and work hands-on with engineers, vendors, and partners on configuration, integrations, and automation.

Requirements

• 6+ years of experience in IT service management, service platforms, or internal-tools product roles.
• Experience leading an end-to-end ITSM or ESM implementation or migration through go-live.
• Strong ITSM or ITIL knowledge and hands-on experience with service catalogs, workflows, SLAs, knowledge management, and reporting.
• Experience with AI-native ITSM platforms, Jira Service Management, Freshservice, ServiceNow, or similar tools.
• Technical depth in REST APIs, webhooks, SSO, SCIM, JSON data models, LLM and agent integrations, and Python or JavaScript scripting.
• Experience applying AI to service desks, managing identity-integrated access workflows, prioritizing platform roadmaps, and communicating trade-offs to non-IT service owners.

Nice to have

• Identity governance, CMDB, asset management, knowledge taxonomy, or RAG design experience.
• ESM experience with HR, Facilities, or Legal teams and sensitive employee data.
• SOX ITGC experience, Workato familiarity, support for US and EMEA time zones, or ITIL 4 certification.

Culture & Benefits

• Health, dental, vision, and mental health resources.
• Oura Ring, employee discounts, 20 days of paid time off, 13 paid holidays, and 8 flexible wellness days.
• Paid sick leave and parental leave.
• Competitive salary and equity packages.