Mandatory Skills & Requirements
7+ years of experience in IT/service management, enterprise platforms, or digital transformation, with 3+ years of direct ServiceNow experience.
Proven experience as a ServiceNow Product Owner, Platform Owner, Product Manager, or Business Process Owner.
Strong understanding of ITIL processes, including Incident, Request, Problem, Change, Knowledge, Asset, and Configuration Management.
Hands-on functional understanding of ServiceNow 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.
Experience delivering enterprise ITSM solutions and Integration Hub-based integrations.
Ability to translate business requirements into epics, features, user stories, and acceptance criteria.
Strong stakeholder management, communication, facilitation, and decision-making skills.
Experience working with geographically distributed business and technology teams.
Demonstrated hands-on ServiceNow development and technical leadership experience with complex implementations or platform enhancements.
Key Responsibilities
Own and maintain the ServiceNow product vision, roadmap, and prioritized backlog.
Partner with business, IT, operations, architecture, security, and development teams to translate business needs into scalable ServiceNow capabilities.
Prioritize backlog items based on business value, customer experience, risk, compliance, dependencies, and delivery effort.
Drive ServiceNow capabilities across modules such as ITSM, ITOM, CMDB, CSM, HRSD, SPM, SecOps, and Service Portal/Employee Center.
Ensure solutions follow ServiceNow best practices while maximizing out-of-the-box functionality and minimizing unnecessary customization.
Partner with 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 including user adoption, automation, SLA performance, incident reduction, productivity, and user experience.
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.
Drive continuous improvement based on operational metrics, user feedback, platform health, and changing business requirements.
Lead technical planning, design walkthroughs, defect triage, release readiness, and post-implementation stabilization.
Maintain product, solution, interface, support, and operational documentation.
Preferred Skills & Certifications
ServiceNow Certified System Administrator.
ServiceNow Certified Application Developer.
ServiceNow Implementation Specialist certifications, particularly ITSM.
ITIL Foundation or higher certification.
Strong understanding of ServiceNow platform governance and enterprise architecture.
Excellent leadership, mentoring, problem-solving, and technical decision-making skills.
Ability to communicate technical risks, dependencies, and recommendations to technical and non-technical stakeholders.
