Job Overview:
We are seeking a dynamic and experienced Senior Manager – ServiceNow Product Owner to lead and drive the strategic alignment, delivery, and optimization of ServiceNow products across the organization. This role will require close collaboration with stakeholders, technical teams, and ServiceNow partners to ensure the delivery of innovative, scalable, and impactful solutions that align with business goals and enhance operational efficiency.
The ideal candidate will combine deep technical knowledge of ServiceNow with strong leadership and project management skills, serving as a trusted advisor to stakeholders while maintaining overall ownership of the ServiceNow product lifecycle.
Key Responsibilities:
Product Ownership:
- Own the end-to-end ServiceNow product roadmap, ensuring alignment to strategic business priorities.
- Drive the design and delivery of ServiceNow modules such as ITSM, HRSD, SPM, and CSM, ensuring solutions meet business needs.
- Manage product backlog and prioritize enhancements, fixes, and new functionality in alignment with stakeholder needs.
- Monitor and evaluate product performance, making data-driven decisions to optimize usage and outcomes.
Stakeholder Collaboration:
- Work closely with stakeholders across IT, HR, and other business units to collect requirements and translate them into technical solutions within ServiceNow.
- Facilitate workshops and planning sessions with teams to ensure business requirements are understood and implemented effectively.
- Ensure clear communication with senior leadership, providing regular updates and strategic recommendations regarding the ServiceNow platform.
Project Management:
- Lead ServiceNow implementation projects, ensuring budgets, timelines, and deliverables are met.
- Oversee Agile/Scrum processes, facilitating sprints, retrospectives, and sprint planning to ensure continuous delivery.
- Coordinate with cross-functional teams, including ServiceNow administrators, developers, and external vendors, to manage timely and successful product delivery.
Compliance and Governance:
- Ensure ServiceNow platform solutions align with compliance standards, governance policies, and relevant regulatory requirements.
- Establish standards for documentation, policies, and workflows to maintain consistency across implementations.
- Participate in audits and ensure security and data integrity across the ServiceNow platform.
Continuous Improvement:
- Identify opportunities to leverage ServiceNow functionality to improve operational efficiency, automation, and reporting.
- Research trends and emerging technologies in ServiceNow and propose innovative solutions to enhance the platform's capabilities.
- Mentor and develop junior team members, fostering a culture of collaboration, innovation, and continuous improvement.
Qualifications and Skills:
Education:
- Bachelor's degree in computer science, Information Technology, Engineering, or a related field.
- Master's degree in a related field is a plus.
Experience:
- At least 10 years of professional experience, including 5+ years working with ServiceNow.
- Proven experience in implementing and managing ServiceNow modules such as ITSM, HRSD, SPM, CSM, and others.
- Strong knowledge of Agile/Scrum methodologies and experience managing product delivery using these frameworks.
- Prior experience with platform customization, integration, and development in ServiceNow.
Technical Proficiency:
- Deep understanding of ServiceNow architecture, workflows, scripting, and data models.
- Experience with workflow automation, ServiceNow APIs, and integrations with other enterprise systems.
- Proficient in reporting tools, dashboards, and analytics within ServiceNow.
Skills:
- Excellent leadership and management skills, with the ability to inspire and lead cross-functional teams.
- Strong stakeholder engagement skills, including the ability to present technical concepts to non-technical stakeholders.
- Analytical and problem-solving skills, with the ability to make data-driven decisions.
- Exceptional communication skills in written and spoken English.
