Servicenow Product Owner

Job Title

The ITSM Service Operations Product Owner manages and delivers against the IT Service Management product roadmap, prioritizes stories and epics, and ensures delivery of key outcomes. They perform stakeholder analysis and collaborate to understand their business processes to facilitate gathering requirements and product design. The Service Operations Product Owner is responsible for delivery of a best in class Incident, Major Incident, and Problem management product for Bank of America.

Job Responsibilities:

• Develop and maintain knowledge of ServiceNow modules, including ITSM and ITOM
• Collaborates with the Head of ITSM product management to develop product strategy, objectives and key results
• Design and implement Incident, Major Incident, and Problem workflows, business rules, controls, reporting and other required features to satisfy process requirements
• Conduct stakeholder and user analysis to understand needs and key opportunities to inform feature prioritization on an on-going basis
• Maintain a tight partnership with Observability product owners to ensure roadmap alignment
• Maintains a product roadmap to deliver against objectives and key results
• Conducts continuous planning and design to ensure a robust and high-quality product backlog
• Evaluates and prioritizes demand and decomposes into deliverable features
• Collaborate closely with engineering leads and architects on product design and implementation strategies
• Facilitate product design workshops with key stakeholders
• Documents high quality epics, features and stories to maintain the product backlog
• Lead and participate in key product planning and agile delivery routines
• Collaborate with scrum master to remove delivery blockers and increase delivery velocity
• Validate developed features meeting acceptance criteria
• Maintain evidence required for change and release management for product implementations
• Evaluate impact and drive user adoption of new product features

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

Skills and Requirements

Required Skills

• 4+ years of experience in a product management or related role
• 2+ years operating in an agile delivery model
• Experience implementing or managing Incident and Problem management on ServiceNow
• ITIL foundation certified
• Strong technical knowledge and business acumen
• Stakeholder analysis and management skills
• Strong verbal and written communication skills – 2+ years ServiceNow implementation experience
• Experience working in banking or other highly regulated industry
• Strong understanding of the ServiceNow common services data model
• Completion of designated ServiceNow learning pathway courses
• Experience in Business Transformation projects, ServiceNow, or ITSM
• ITIL V3 Expert or V4 Managing Professional
• Experience in Event Management integration and automation