ServiceNow Product Owner ITOM / CMDB / ITAM
Role Overview
We are looking for a ServiceNow Product Owner to lead the strategy, roadmap, and delivery of ITOM, CMDB, and ITAM capabilities. This role will drive enterprise visibility, service mapping, event correlation, and AI-driven operations while ensuring high-quality CMDB data and seamless asset lifecycle management (HAM/SAM). The Product Owner will act as the single point of accountability, aligning business and engineering teams to deliver measurable outcomes.
Key Responsibilities
Product Strategy & Roadmap
Define and execute a multi-year roadmap for ITOM (Discovery, Service Mapping, Event Mgmt), CMDB, and ITAM (HAM/SAM).
Align solutions with CSDM 5.x standards and enterprise data strategy.
Drive transition from project-based to product-based delivery.
Integrate CMDB with ITAM for unified asset and configuration visibility.
Agile Delivery & Backlog
Own and prioritize product backlog using value-driven approach.
Lead Agile ceremonies (Sprint Planning, Reviews, Retrospectives).
Translate business needs into user stories with clear acceptance criteria.
Identify risks and ensure timely, high-quality delivery.
CMDB & Data Governance
Establish CMDB ownership, certification, and governance models.
Ensure data accuracy, completeness, and compliance KPIs.
Maintain CI lifecycle, relationships, and reconciliation rules.
Align CMDB with CSDM for reliable service impact analysis.
AI & AIOps
Drive AI use cases for predictive operations and automation.
Enable tools like Now Assist, event correlation, and virtual agents.
Track KPIs such as MTTR reduction and automation gains.
Ensure continuous improvement and adoption of AI models.
Stakeholder & Value Management
Engage stakeholders across Architecture, Security, and Finance.
Drive product governance and roadmap alignment.
Act as escalation point for product decisions.
Track KPIs including operational efficiency, cost optimization, and compliance.
Required Skills & Experience
ServiceNow experience (ITOM, CMDB).
Product Owner/Product Management experience.
Strong expertise in ITOM modules (Discovery, Service Mapping, Event Mgmt).
Hands-on knowledge of CMDB, CSDM (4.x/5.x), and integrations.
Experience with cloud platforms (AWS/Azure/Google Cloud Platform) and monitoring tools (Dynatrace, Splunk, etc.).
Exposure to ITAM (HAM/SAM) preferred (3+ years ideal).
Strong Agile/SAFe delivery experience.
Excellent stakeholder management and communication skills.
Strong analytical and problem-solving mindset.
Preferred Qualifications
Experience with AI/ML in IT operations (AIOps, predictive analytics).
ITIL and digital transformation experience.
Exposure to additional ServiceNow modules (GRC, SecOps, HRSD).
Experience in large-scale enterprise transformation programs.
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