Product Owner (ServiceNow)

Role Overview

The Product Owner for ServiceNow is responsible for the strategic management, design, deployment, and ongoing enhancement of the ServiceNow platform, supporting global IT Service Management (ITSM) goals. Reporting to the Global Head of ITSM, this individual contributor role oversees vendor management and acts as the key liaison between business stakeholders, process owners, and technical teams to ensure the platform meets enterprise standards and ITIL best practices.

Key Responsibilities

• Develop and maintain the ServiceNow platform roadmap to align with global ITSM strategies and organizational priorities.
• Establish and enforce governance, standards, and best practices for ServiceNow across modules and locations.
• Drive platform scalability, maturity, and user adoption in partnership with senior IT leadership.
• Manage the complete lifecycle of ServiceNow enhancements, upgrades, and new modules.
• Ensure platform stability, performance, and availability across a global infrastructure.
• Oversee configuration, customization, system integrations, and data integrity within the platform.
• Design, configure, and optimize workflows, business rules, scripts, and forms within ServiceNow.
• Implement automation-first strategies and AI-enabled solutions to enhance process efficiency.
• Collaborate with ITSM process owners to translate requirements into scalable ServiceNow functionalities.
• Lead continuous improvements through workflow optimization, automation, and insightful reporting.
• Serve as the primary ServiceNow contact for stakeholders globally, facilitating clear communication of technical and functional needs.
• Lead and mentor teams of ServiceNow developers, administrators, and analysts, both internal and external.
• Manage vendor relationships to ensure quality, cost-effectiveness, and timely delivery.
• Conduct design and code reviews, overseeing release planning activities.
• Maintain compliance with security, risk management, and regulatory standards.
• Support audits and control processes related to ITSM and ServiceNow platform usage.
• Manage access controls, data privacy, and change governance.

Desired Outcomes

• Ensure a robust, scalable, and well-governed ServiceNow platform.
• Enhance IT service performance and global user satisfaction.
• Achieve widespread adoption of standardized ITSM processes.
• Align ServiceNow capabilities closely with ITSM strategic objectives.

Required Qualifications and Experience

• More than 7 years of relevant ServiceNow experience including hands-on configuration and leadership roles.
• Deep knowledge of ITSM modules following ITIL best practices.
• Demonstrable experience in leading ServiceNow implementations or significant enhancements.
• Skilled in engaging senior stakeholders and translating strategic plans into practical execution.
• Strong understanding of system integrations, CMDB, and data modeling concepts.

Preferred Skills

• Experience with additional ServiceNow modules such as IT Operations Management (ITOM), IT Asset Management (ITAM), Human Resources Service Delivery (HRSD), Customer Service Management (CSM), and Security Operations (SecOps).
• Exposure to working in global, multi-region enterprise settings.
• Relevant ServiceNow certifications including Certified System Administrator (CSA); Certified Implementation Specialist (CIS) and Certified Application Developer (CAD) preferred.
• ITIL version 4 certification.

Leadership and Behavioral Traits

• A strategic thinker capable of delivering strong execution.
• Effective and persuasive communicator with excellent stakeholder management skills.
• Analytical and data-driven problem solver.
• Comfortable navigating dynamic and matrixed organizational environments.

Agency Information

This position is handled by Argyll Scott Asia as an employment agency for this vacancy.