ServiceNow Product Owner - CSM & AI Specialist

Job Title: ServiceNow Product Owner - CSM & AI Specialist

Location: New Jersey

Job Description

We are seeking an experienced product owner with a strong focus on ServiceNow Customer Service Management (CSM) and AI capabilities. The ideal candidate will have 8-10 years of experience, a process-oriented mindset, and a background as a process analyst or product owner.

Key Responsibilities

• Design and oversee both current and future state processes, product use cases, and roadmaps for ServiceNow CSM and other modules, ensuring seamless alignment with customer success objectives and AI-driven innovations across business units.
• Analyze and optimize processes and workflows using ServiceNow solutions. Enhance them with AI-powered features such as Predictive Intelligence, Virtual Agent, and Now Assist.
• Collaborate with cross-functional teams to implement ServiceNow driven solutions that streamline operations and improve efficiency.
• Create and maintain comprehensive documentation, including user stories, functional specifications, and process flows.
• Facilitate workshops and meetings to gather requirements and present ServiceNow product driven solutions to stakeholders.
• Analyze customer feedback and success metrics to drive continuous improvement of CSM processes and AI implementations.
• Partner with customer success teams to ensure seamless integration of ServiceNow solutions with overall customer experience strategies.

Required Qualifications

• Experienced product Owner with 8-10 years of experience in leveraging ServiceNow for Customer Service Management (CSM) and AI solutions.
• Strong understanding of the ServiceNow platform, with a particular emphasis on Customer Service Management (CSM) and AI capabilities, including Now Assist, Virtual Agent, and Predictive Intelligence.
• Proven experience as a process analyst or product owner in a SaaS environment.
• Deep knowledge of ITIL-based service management processes and best practices.
• Experience in implementing and optimizing AI-driven customer service solutions.
• Excellent analytical, communication and presentation skills, with the ability to explain complex concepts to various stakeholders.
• Proficiency in requirements gathering, documentation, and translating business needs into technical solutions.
• Familiarity with Agile methodologies and Scrum framework.

Preferred Qualifications

Certifications in CCBA, PMI-PBA, AAC or equivalent.

• Agile Certified Practitioner (PMI-ACP) or equivalent.
• ServiceNow certifications (e.g.,Certified System Administrator).
• ITIL v4 Foundation Certification or higher.
• Experience with CSM, ServiceNow's AI-powered features such as Knowledge Management, Workflow Automation, and Anomaly Detection.
• Experience managing large-scale digital transformation initiatives in a complex enterprise environment.
• Proven track record of driving customer adoption and value realization.
• Experience in change management and training end-users on new AI-driven processes and tools.
• Education: Bachelors in Science

The successful candidate will play a crucial role in optimizing our ServiceNow CSM implementation, leveraging AI capabilities to drive customer success, and ensuring that our processes and solutions deliver maximum value to both internal and external stakeholders.