Role Summary
The ServiceNow Technical Product Owner (TPO) is accountable for maximizing the value delivered by ServiceNow platforms by owning the product backlog and driving delivery of technically complex capabilities across ITSM, ITOM, ITAM, CSM, FSM, and related modules. This role serves as the single point of authority for prioritization and acceptance, balancing business outcomes with ServiceNow platform standards, integrations, and architectural constraints.
Key Responsibilities
Product Vision & Roadmap
Define and communicate the ServiceNow product vision and roadmap aligned with enterprise IT and business strategy.
Ensure roadmap alignment across ServiceNow modules, releases, and platform dependencies.
Backlog Ownership & Prioritization
Own and continuously refine the ServiceNow product backlog, ensuring stories are clear, prioritized, and technically feasible.
Translate business needs into well‑defined user stories with acceptance criteria aligned to ServiceNow best practices.
Make final decisions on scope, priority, and trade‑offs to maximize platform value.
Technical & Platform Alignment
Work closely with ServiceNow Architects and Developers to ensure solutions align with platform standards, CMDB model, integration patterns, and security requirements.
Validate non‑functional requirements including performance, scalability, security, and compliance.
Provide clarity on technical dependencies, integrations, and data flows across enterprise systems.
Agile Delivery Leadership
Actively participate in Sprint Planning, Backlog Grooming, Sprint Reviews, and Release Readiness activities.
Ensure stories meet Definition of Ready and Definition of Done before development and acceptance.
Be available to teams daily to clarify requirements and unblock delivery.
Stakeholder & Governance Management
Serve as the voice of the business across ServiceNow delivery teams and governance forums.
Balance competing stakeholder priorities while maintaining platform integrity and long‑term roadmap health.
Value Realization & Outcomes
Ensure delivered ServiceNow capabilities justify investment and deliver measurable business outcomes.
Support release communication, stakeholder sign‑off, and post‑release value tracking.
Required Skills & Experience
Product & Agile Expertise
Proven experience as a Product Owner in Agile / Scrum environments.
Strong backlog management, prioritization, and decision‑making skills.
ServiceNow Technical Expertise
Hands‑on experience with ServiceNow platform modules (ITSM mandatory; ITOM, ITAM, CSM, SPM preferred).
Understanding of ServiceNow architecture, CMDB, integrations, and platform constraints.
Tools & Frameworks
Experience with ServiceNow Agile Development, Jira, Azure DevOps, or equivalent tools.
Familiarity with SAFe or scaled Agile delivery models.
Preferred Qualifications
Experience delivering large‑scale ServiceNow transformations in regulated or enterprise environments.
CSPO / SAFe PO‑PM / ServiceNow certifications preferred.
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