ServiceNow Product Owner

The ServiceNow Product Owner (PO) is a critical role within the organisation, expertly managing internal customer technology needs to deliver on CIO and Core Technology & Operations strategies.

You'll make an impact by:

Performance & Operations

• Ensure ServiceNow operates efficiently and reliably, implementing, monitoring and troubleshooting processes to address any issues.
• Ensure product operates to agreed business SLA's.
• Provide escalation management of critical issues affecting your product (i.e. P1's).

Supporting Major Programmes

• Support the Delivery of Major Programmes that incorporate your ServiceNow including providing appropriate capability/resources & outcomes as required.
• Acts as primary point of contact for resources, project activities, and escalations as required. Product Strategy & Roadmap
• Develop and maintain a ServiceNow product roadmap aligned to Intact's technology and business goals.
• Lead benchmarking to compare platform capability with industry best-in-class and relentlessly advocate for product excellence.
• Drive change focused on automation, performance improvement, and the adoption of new technologies where relevant (e.g., AI, machine learning, edge computing, zero trust).

Product Management & Optimisation

• Oversee the end-to-end lifecycle management of the ServiceNow product, from design through to retirements and transition to newer products, and its integrations to the wider Intact technology environment.
• Monitor ServiceNow performance and implement improvements to enhance reliability, availability, and security.
• Own and actively manage the platform backlog including clearly defining backlog items and prioritising items based on business and technology goals and optimisation of work in the delivery team.
• Work with stakeholders & users to identify ServiceNow platform's capability gaps and define technical roadmap and user stories to bridge those gaps.

• Practitioner-level knowledge of ServiceNow products (specifically including ITSM, ITOM & complex integrations
• Experience owning product roadmaps, backlogs, development and ongoing service delivery/quality of service
• Experience of building good and effective relationships with both internal and external teams
• Significant experience in managing 3rd party teams across different geographies
• Excellent attention to detail. Demonstrable analytical skill and proven experience of applying a systematic and disciplined approach to product development
• Good understanding of business complexity and project/platform interdependencies
• Solid understanding of the importance of security & resilience within an IT estate
• Demonstrable collaboration within and externally to a team
• Experience of the full project lifecycle (waterfall, agile, DevOps) and a technical appreciation of IT systems and solutions

Being part of our team means you'll have the support and freedom to bring your best self to work each day. As a permanent member, here's what you can look forward to

• Annual discretionary bonus
• Up to 11% pension contributions
• Hybrid working + flexible hours
• 25 days annual leave + bank holidays + buy/sell options
• Health & wellbeing + virtual GP
• Career development and mentoring
• Inclusive culture + employee networks
• Share investment options

Intact Insurance is the new name for RSA in the UK, Ireland, and across Europe. It's a new name and a new way to do business. Backed by global expertise and a commitment to service that feels different, we're focused on making insurance simpler, faster, and more responsive. Shape the future: We're leading a transformation in insurance helping people, businesses and society prosper in good times and be resilient in bad times. When you join us, you're not just taking a job, you're stepping into a career where you can make a real difference. Grow with us: We're customer-driven, community-focused, and committed to helping our people grow. Whether you're early in your journey or bringing years of experience, we'll support you with the tools, flexibility, and opportunities to thrive.