Hybrid Product Manager – Ticketing, Documentation

at NinjaOne

• Job title: Product Manager – Ticketing, Documentation
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, United Kingdom

About the role

• Product Manager driving product vision and roadmap for IT documentation products at NinjaOne. Collaborating with cross-functional teams to enhance service management tools for IT teams.

Responsibilities

• Develop and articulate the vision for our asset discovery tool while also contributing to the broader asset management product.
• Define a product strategy that aligns with market demands, user feedback, and overall company goals.
• Own the end-to-end product roadmap for the asset discovery solution.
• Evaluate features, set priorities, and ensure initiatives are delivered on time and within scope to drive maximum value for customers.
• Work closely with engineering, sales, marketing, and support teams to deliver products that exceed customer expectations.
• Lead cross-functional initiatives to drive product development, launch, and adoption.
• Conduct market research and engage with customers to understand their needs and challenges.
• Translate insights into product features that solve real problems and enhance IT service management.
• Coordinate with other product managers to ensure the ticketing and documentation products integrate smoothly with other duties as required.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field preferred, but not required
• 5+ years of experience in IT or technical roles such as managing or working in an IT helpdesk, at an MSP, or in an internal IT team
• Empathy for IT technicians and end-users alike—always advocating for a better user experience in the support workflow.
• Data-driven and comfortable using analytics or feedback to inform decisions.
• Hands-on helpdesk management experience will make you a standout candidate.
• Extensive knowledge of helpdesk software and ticketing systems as well as knowledge base documentation platforms.
• Experience administering and configuring tools such as ServiceNow, Jira Service Management, and Zendesk.
• Familiar with IT support processes and metrics including SLAs, ticket lifecycle, and knowledge management best practices.
• A genuine passion for improving IT team efficiency and end-user satisfaction.
• Product Management experience with B2B software products, ideally in the SaaS or IT management space.
• Proven track record of guiding products from concept to launch and iterating based on feedback.
• Ability to craft clear product requirements and presentations for diverse audiences.
• Able to drive teams toward a common goal without formal authority.
• Comfortable discussing technical details with engineering; ability to understand APIs, integrations, and platform capabilities of service desk solutions.
• Experience with workflow automation or integrations between ticketing systems and other IT tools is a plus.
• Strong stakeholder management skills and a knack for juggling multiple priorities.
• Experience coordinating across departments and balancing the needs of end-users, support teams, and business objectives.

Benefits

• Flexible working hours with hybrid office options
• Lunch covered by NinjaOne 3 times/week at the office
• Access to our Corporate Benefits Platform - with discounts for brands such as Expedia, FitX, Zalando and many more
• Develop your skills through our renowned training platform
• Competitive compensation