Product Owner - Service Now

Job Description

As a Product Owner managing our Enterprise Services (ES) Request & Workflow platform, currently managed within ServiceNow, you’ll be responsible for driving the vision for enhancing the employee support experience for ES customers in the organization. This domain is instrumental in delivering exceptional employee service experiences by embracing technology and innovation without compromising a people- first mindset. You will work in an Agile environment to deliver Initiatives with measurable value and business outcomes. Stakeholder management is pivotal for this role, as you will often partner with customers to articulate the “What” and “Why” that drives your feature roadmap priorities and how you will collectively measure success over time. Additionally, you will regularly work with your development Squad to deliver the “How” to bring your roadmap to life. What You'll Bring · Bachelor’s degree required· 10+ years’ experience working as a Product Owner, Product Manager, ServiceNow SolutionConsultant, or related field at a director level.· Strong understanding of service management, business operational processes, and workflow management – ServiceNow subject matter experience preferred, or 5+ years’ focused experience in a related Saas product(s), as well as an understanding of core business services such as Procurement, internal Finance support, and more. A plus if you have experience with enterprise systems in these domains such as SAP and Coupa.· Proven experience leading large-scale program transformations, encompassing both process optimization and technical implementation.· Proficiency in Agile methodology, experience in Atlassian stack (i.e. JIRA) or related tools· Strong understanding of emerging technologies, especially GenAI to elevate the customer service chat and self-service experience· Background in Consulting industry a plus· Management experience a plus YOU’RE GOOD AT · Partnering with multiple roles across the organization, offering a customer-focused mindset and proven ability to translate business goals into a feature-driven Product Roadmap· Defining and communicating Objectives and Key Results (OKRs) to align technical product initiatives with organizational goals, effectively articulating the value proposition of proposed work to leadership teams, securing buy-in, and driving strategic decision-making· Inspiring the “art of the possible”, driving innovation and continuous improvement aligned tomarket trends· Digital Transformation through functional process and workflow design in a global environment, aligning your Enterprise Services Request & Workflow Management capabilities with our broader cross-functional service vision to enhance the end user experience for requesting and consuming services/support· Communicating clearly and effectively, both written and verbal, to collaborate in a global environment· Engaging in continuous discovery (i.e., surveys, interviews) to better understand and anticipate customer needs· Maintaining an Enterprise, holistic view of challenges across customer segments to promote scalable, long-term solutions in favor of “quick fixes” – in some cases requiring hard tradeoffs according to the value, cost, and speed of delivery· Collaborating with your development squad to translate roadmap Initiatives into actionable Epics and Stories, advocating for scalable and realistic delivery timelines· Articulating the evolving priorities and desired business outcomes for the Quarterly Business Review (QBR) process, while also tracking and articulating key results targeted in previous quarters· Public speaking and influencing senior and executive leadership, especially to ‘de-mystify’complex, nuanced topics to drive the right decisions for the organization.