Servicenow Product Owner

ServiceNow Product Owner We are seeking an experienced ServiceNow Product Owner to own the product vision, roadmap, backlog, and continuous improvement of the ServiceNow platform. The role will partner with business, IT, operations, architecture, security, and development teams to translate business needs into scalable ServiceNow capabilities and ensure measurable value realization. Key Responsibilities

• Own and maintain the ServiceNow product vision, roadmap, and prioritized backlog aligned with business and IT objectives.
• Serve as the primary liaison between business stakeholders, ServiceNow platform teams, architects, developers, and operations teams.
• Gather and translate business requirements into epics, features, user stories, and acceptance criteria.
• Prioritize backlog items based on business value, customer experience, risk, compliance, technical dependencies, and delivery effort.
• Drive capabilities across relevant ServiceNow modules such as ITSM, ITOM, CMDB, CSM, HRSD, SPM, SecOps, and Service Portal/Employee Center, based on organizational scope.
• Ensure platform solutions follow ServiceNow best practices, minimizing unnecessary customization and maximizing use of out-of-the-box capabilities.
• Partner with platform architects to maintain CMDB quality, integrations, workflows, automation, and platform governance.
• Lead sprint planning, backlog refinement, demos, UAT coordination, release planning, and stakeholder reviews.
• Define and track product KPIs such as user adoption, automation, SLA performance, incident reduction, experience improvement, and productivity gains.
• Develop business cases and value propositions for new ServiceNow capabilities and platform investments.
• Manage stakeholder expectations, competing priorities, dependencies, risks, and product decisions.
• Identify opportunities to leverage ServiceNow AI, Virtual Agent, Predictive Intelligence, automation, and GenAI capabilities to improve service delivery.
• Drive continuous improvement based on operational metrics, user feedback, platform health, and changing business requirements.

• 7+ years of experience in IT/service management, enterprise platforms, or digital transformation, with 3+ years working directly with Servic eNow.
• Proven experience as a Product Owner, Platform Owner, Product Manager, or Business Process Owner.
• Strong understanding of ITIL processes, particularly Incident, Request, Problem, Change, Knowledge, Asset, and Configuration Management.
• Hands-on functional understanding of the ServiceNow platform and ITSM workflows.
• Experience managing product backlogs, user stories, acceptance criteria, sprint planning, and Agile delivery.
• Strong understanding of CMDB, integrations, workflow automation, reporting, dashboards, and platform governance.
• Ability to translate technical capabilities into business outcomes and measurable value.
• Strong stakeholder management, communication, facilitation, and decision-making skills.
• Experience working with geographically distributed business and technology teams.

Leadership and Delivery Expectations

• Act as the technical authority for assigned ServiceNow initiatives and make sound design decisions within the platform governance model.
• Collaborate with developers and administrators, clarify product requirements and priorities, review outcomes against acceptance criteria, and help resolve delivery blockers.
• Communicate technical risks, dependencies, options, and recommendations clearly to both technical and non-technical stakeholders.
• Drive estimation, technical planning, design walkthroughs, defect triage, release readiness, and post-implementation stabilization.
• Ensure appropriate product, solution, interface, support, and operational documentation is maintained in collaboration with relevant technical and operations teams., * Demonstrated hands-on ServiceNow development experience, including technical leadership of complex implementations or platform enhancements.
• Demonstrated experience delivering ITSM solutions and Integration Hub-based integrations in enterprise environments.
• ServiceNow Certified System Administrator and Certified Application Developer are strongly preferred.
• Relevant ServiceNow implementation specialist certifications, especially ITSM, are preferred.
• ITIL Foundation or higher certification is desirable.