ServiceNow Product Owner

ServiceNow Product Owner

Type: Contract

Category: Program/Project Management

Industry: Technology

Workplace Type: Remote

Job Description:

We are seeking an experienced Interim Product Owner (PO) to lead the establishment of the foundational Customer Service Management (CSM) application within ServiceNow and deliver the MVP for Risk Services.

The ideal candidate will have a strong understanding of ServiceNow and experience in implementing CSM applications. They will be responsible for defining, prioritizing, and overseeing the implementation of the MVP for Risk Services in Agile WoW, leveraging the Risk MVP implementation to establish a repeatable documentation framework for other ES Service Lines.

The Product Owner will work closely with stakeholders, development teams, and business leaders to ensure alignment between goals and objectives. They will also be responsible for establishing product backlog, roadmap, and foundational agile practices within the team.

Responsibilities:

Foundational CSM Platform Responsibilities

• Collaborate with ServiceNow architects, Business Process Consultant, and engineering delivery team to establish the foundational CSM module.
• Define enterprise-wide CSM capabilities and service data models.
• Support configuration of core CSM components (case management, service catalog, customer data, workflows, etc.).
• Establish KPIs, intake processes, and reporting mechanisms.

Risk Services MVP Responsibilities

• Partner with business stakeholders to define MVP requirements for Risk Services.
• Lead backlog refinement, sprint planning, and review sessions for Risk Services build-out.
• Prioritize features, user stories, and technical enablers based on value and readiness.
• Ensure timely delivery of MVP with validated acceptance criteria and user feedback loops.

Product Ownership & Governance

• Act as voice of the customer and business throughout the development lifecycle.
• Document and maintain product roadmap and release plans.
• Manage cross-functional alignment with risk, compliance, IT, and enterprise service teams.
• Report regularly on status, risks, and impediments.

Deliverables:

• Product Vision and MVP Scope Document for Risk Services

• Establish Implementation Library and documentation (templates, how tos, questionnaires, etc) to be used for other ES Service Lines.

• Backlog and Roadmap for CSM and Risk Services MVP

• Functional Foundational CSM Platform Configuration (baseline setup)

• Risk Services MVP deployed and validated in ServiceNow

• Weekly status updates and bi-weekly sprint reviews

• Knowledge transfer and transition plan for permanent PO once hired

Experience Requirements:

We are looking for individuals with the following skills and experience:

Key Stakeholders

• Enterprise Services Program Manager
• Enterprise Services Delivery Lead
• Risk Services Business Lead
• Product Team Lead
• Business Process and Service Designer
• Scrum Lead / Delivery Team
• Other third parties (e.g., ServiceNow)

Education Requirements:

Bachelor's Degree

Skill, experience, and other compensable factors will be considered when determining pay rate.