About the role
Responsible for leading the strategy, prioritization, and delivery of ServiceNow platform capabilities and enhancements aligned with business objectives and enterprise standards. Serves as the primary liaison between business stakeholders, process owners, architects, and development teams to ensure alignment between business needs, platform capabilities, and organizational goals. Maintains a strong understanding of the ServiceNow platform, including core capabilities, best practices, and governance frameworks, to support effective solution delivery and long-term platform sustainability. Partners with solution architects and technical teams to evaluate design approaches and ensure alignment with enterprise architecture standards and ServiceNow best practices. Owns and manages the product backlog, translating strategic priorities and roadmap objectives into well-defined, actionable user stories with clear acceptance criteria. Collaborates with process owners and platform leadership to develop and maintain product roadmaps aligned with organizational OKRs and strategic initiatives. Supports Agile delivery processes, including backlog refinement, sprint planning, testing, reviews, and retrospectives. Coordinates with onshore and offshore teams to manage dependencies, resolve issues, and ensure timely, high-quality delivery. Drives continuous improvement, process optimization, and adoption of platform standards while ensuring compliance with governance, security, and operational requirements. Requires strong Agile delivery experience, stakeholder management, and communication skills, along with proven experience in enterprise ServiceNow environments.
In this role you will:
- Strong experience in a Product Owner, Business Analyst, or similar role supporting ServiceNow platform implementations or enhancements.
- Solid understanding of Agile methodologies (Scrum, SAFe, or similar) and end-to-end product delivery lifecycle.
- Strong understanding of the ServiceNow platform, including core capabilities, standard practices, and platform governance.
- Experience collaborating with business owners, process owners, stakeholders, architects, and technical development teams.
- Experience supporting or participating in architectural solutioning and translating business requirements into technical solutions.
- Ability to manage and prioritize a product backlog and define clear user stories and acceptance criteria.
- Strong communication, facilitation, and stakeholder management skills.
- Experience working with distributed onshore and offshore delivery teams.
What makes You an ideal candidate?
Experience with ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, or similar.
Experience working in large enterprise or global delivery environments.
Familiarity with ServiceNow platform governance and standard practices.
Understanding of Agile at scale (e.g., SAFe) in enterprise environments.
ServiceNow training or certifications are a plus.
Additional Knowledge and Skills
Working effectively within an AI enabled environment:
Ability to use AI tools (e.g., Microsoft Copilot) to support daily work
Skills in evaluating AI outputs for accuracy, compliance, and bias
Experience integrating AI into workflows to improve efficiency or insights
Familiarity with AI assisted research, summarization, and content generation
Understanding of responsible AI use, including ethics and data protection
AI Skills Preferred:
Experience with AI assisted software development or automation
Knowledge of prompting techniques to improve output quality
Awareness of emerging GenAI capabilities and limitations
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