Product Owner - ServiceNow

Overview

Responsibilities

• The Product Owner for the ServiceNow platform will oversee the Service Catalog taxonomy, ensuring adherence to governance standards.
• The successful candidate will ensure consistency, usability and alignment with ITIL best practices.
• This position will manage the product backlog and prioritize features based on business value and define governance standards, policies, and procedures for ServiceNows usage across the IT organization.
• Lead sprint planning and backlog sessions with development teams. Define and communicate the product roadmap in collaboration with IT Leadership and stakeholders.
• Manage intake and demand across the ITSM service owners.
• Collaborate with development and testing teams to ensure timely and quality delivery of platform enhancements.
• Provide expert guidance on ServiceNows platform capabilities and constraints to maximize solution effectiveness.
• Plan, design and implement new features and improvements aligned with business needs and ITSM best practices.
• Coordinate and communicate with business users, IT teams, and vendors to ensure alignment and manage expectations.
• Support end-user training and documentation to promote adoption of new functionalities.
• Oversee planning, requirements gathering, business analysis, design development, testing, quality assurance, training and ongoing technical support activities.
• Continuously evaluate and improve existing workflows for efficiency and effectiveness.
• Support change initiatives to transform IT operations by advocating digital enablement and the introduction of AI for workflow automation.

Qualifications

• Master's Degree in Computer Science, IT or Engineering, Business or applicable degree and a minimum of 2 years relevant experience
• Bachelor's Degree in Computer Science, IT or Engineering, Business or applicable degree and a minimum of 3 years relevant experience
• Associate's Degree in Computer Science, IT or Engineering, Business or applicable degree and a minimum of 5 years relevant experience
• High School Diploma/GED and a minimum of 7 years relevant experience

• Proven experience as a Product Owner or Business Analyst in Agile environments, required.
• Strong backlog management, story writing, and prioritization skills, required.
• Familiarity with a broad range of Infrastructure and application concepts (e.g. servers, networks, databases, application concepts etc, required.
• Strong understanding of ITSM frameworks such as ITIL, required.
• Demonstrated ability to manage and govern Service Catalog taxonomy and service portfolio, required.
• Proven ability to work both independently and collaborating as part of a distributed team while demonstrating key traits of creativity, initiative, and flexibility, required.
• Familiarity with ServiceNow platform capabilities, modules and best practices, required.
• Strong skills and experience with MS Office suite: Word, Excel, PowerPoint, Visio and Project, required.
• Excellent oral and written communication skills. Must be able to plan, organize and lead meetings. Must be able to translate functional to technical information. Must be able to develop documentation that will be consumed by users of diverse backgrounds and skills, required.
• Must have excellent work ethics and integrity, along with the ability to work under pressure, manage expectations and conflicts effectively and not get overwhelmed by pressures on team, required.
• Strong analytical and problem-solving skills, as well as excellent interpersonal skills with the ability to influence and drive change and manage expectations, required.
• Formal training in Project Management/Business Analysis, preferred.

• Demonstrated analytical skills
• Demonstrated problem solving skills
• Strong written and verbal communication skills
• Demonstrated customer service skills
• Ability to build strong customer relationships
• Effective leadership skills

• Driver's License Required

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.