ServiceNow Product Owner

Windward Consulting is an Elite ServiceNow Partner that delivers real-world Service Reliability solutions using a unique blend of expert process knowledge, technology insight, and deep operational experience. This combination of skills is grounded in a product- and vendor-agnostic approach that enables Windward to serve as a trusted partner to some of the world’s leading businesses and U.S. government agencies. Since our inception in 1997, Windward has supported over 500 clients worldwide and more than 3,500 projects.

Our dedication to excellence is reflected in our industry-leading metrics. Windward has a Customer Satisfaction (CSAT) score of 4.7 and an Employee Net Promoter Score (eNPS) of 82, demonstrating our commitment to both client success and employee engagement. We foster a culture of teamwork, innovation, and ongoing learning—empowering our consultants to tackle complex challenges for innovative clients. If you’re passionate about technology and eager to make a difference, Windward is the ideal place to elevate your career.

Windward is seeking a highly skilled and experienced ServiceNow Product Owner to play a key role in transforming the ServiceNow platform into a strategic business enabler. This role bridges business needs and technical solutions by defining vision, gathering requirements, guiding delivery, and ensuring the platform delivers measurable value across the organization.

The Product Owner owns the platform roadmap, prioritization, and strategic direction. They serve as the primary link between stakeholders and the delivery teams, ensuring alignment across business goals, technical feasibility, and best practices. The ideal candidate possesses a blend of technical expertise, product strategy, and exceptional customer‑facing skills to guide the platform’s direction and ensure it supports organizational priorities.

Key Responsibilities

• Define and maintain the ServiceNow product vision and roadmap aligned with organizational objectives.
• Provide clear decision authority for ServiceNow work intake by triaging, evaluating, and prioritizing incoming requests to ensure alignment with business objectives and platform standards.
• Own and prioritize the ServiceNow backlog, including enhancement requests, defects, and new capabilities, ensuring all work is refined and delivered based on business value.
• Engage stakeholders to gather, refine, and prioritize requirements to ensure alignment with platform standards and business objectives.
• Collaborate with ServiceNow developers, architects, and platform owners to translate requirements into platform configurations, workflows, and automation, ensuring alignment with best practices and platform capabilities.
• Ensure platform work remains focused on delivering measurable business outcomes.
• Provide subject matter expertise and trusted guidance for assigned ServiceNow application modules, ensuring best practices are followed by both customer and delivery teams.
• Manage dependencies, risks, and trade-offs associated with multiple ServiceNow initiatives.
• Drive platform governance, documentation standards, and long-term scalability of the ServiceNow ecosystem.
• Track platform performance, adoption metrics, and business outcomes to drive continuous improvement and maximize platform value.
• Support release planning, change management processes, and production deployments.

Required Qualifications

• Bachelor’s degree in Information Technology, Business Administration, Computer Science, or related field.
• 3-5+ years of experience working with ServiceNow platforms, including experience as a Product Owner or Business Analyst.
• Demonstrated experience facilitating requirements gathering through workshops, interviews, and system reviews.
• Experience designing processes and writing user stories within an Agile environment.
• Familiarity with ServiceNow data structures, tables, and workflows
• Strong analytical and problem-solving skills with high attention to detail.
• Excellent communication, facilitation, and stakeholder management skills.
• Understanding of integration points with other enterprise systems (e.g., HR, ERP, monitoring tools).
• Experience with ITIL processes and frameworks.

Required Certifications

• Certified Implementation Specialist – IT Service Management (CIS-ITSM)
• ServiceNow Certified System Administrator

Preferred Qualifications

• ITIL v3 or v4 Certification
• Additional ServiceNow certifications in areas such as SAM, GRC, or SPM

Location

• Remote

Windward strives to attract and retain the best individuals and provide an environment where they can all grow professionally and build a rewarding career. We continually strive to create an environment that balances work life and offers benefits that will enhance the compensation package. We offer Medical, Dental, Vision, Flexible Spending Accounts, Short Term Disability, Long Term Disability, Life Insurance and AD&D, as well as the option to purchase additional Life Insurance and AD&D, Paid Time Off, Personal Leave, Holidays, 401(k) plan with company match and work/life balance.

Windward is proud to be an Equal Opportunity Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, ancestry, marital or veteran status.