ServiceNow Product Owner

* Type: Temp-to-Perm

* Schedule: Hybrid (2-3 days per week onsite)

* Interview Process: 1 Virtual Interview & 1 In-Person Interview

Hiring Manager Notes

* Customer-focused role

* Required Experience: ServiceNow platform capabilities across ITSM, HRSD, and CRM modules

Key Skills:

* Comfortable facilitating workshops, demos, and roadmap discussions with C-level audiences

* Skilled in building trusted relationships with stakeholders across business and IT functions

Responsibilities:

* Migrating customers and stakeholders

* Building ITSM and CRM modules

Preferred Industry: Healthcare

• Drives value to both customers and the business by serving as the primary liaison between client stakeholders and internal delivery teams.
• Partners with customers to guide plan discovery, adoption, and post-adoption support, ensuring that product solutions deliver measurable business outcomes.
• Represents the voice of the customer in backlog prioritization, roadmap planning, and feature development, while fostering long-term client relationships built on trust and service excellence.
• ServiceNow expertise is essential to effectively manage product backlogs, streamline workflows, and deliver customer-centric solutions.

• 70% Enable successful customer adoption of solutions by working closely with clients to understand their operational needs, translate those needs into product capabilities, and ensure the current system supports their workflows. Serve as the trusted advisor guiding customers through discovery, adoption, and post-adoption support. Conduct in-depth discovery sessions with customers to capture operational requirements, pain points, and desired outcomes. Map customer processes against product capabilities to identify gaps, opportunities, and adoption pathways. Analyze customer feedback and usage data to continuously refine understanding of adoption challenges and opportunities. Identify key stakeholders and champions within customer organizations to support adoption efforts. Assess readiness for change and tailor adoption strategies accordingly. Develop metrics and KPIs to measure adoption success and inform ongoing improvements. Serve as the accountable owner for customer success across product adoption and lifecycle management.
• 10% Act as the primary point of contact for customer accounts, providing proactive communication, updates, and support throughout the adoption journey. Guide customers through onboarding and implementation, ensuring smooth transitions and effective use of product capabilities. Partner with business analysts and technologists to break down MVPs into actionable user stories that reflect customer priorities. Provide post-adoption support, including performance reviews, feedback sessions, and continuous improvement planning. Educate customers and internal stakeholders on product features, best practices, and value realization.
• 10% Support culture change to improve delivery agility. Provide coaching to team members who are new to Scrum and Agile practices. Supports team building and team development by utilizing the abilities and skills of individuals and fostering a feedback culture. Mentors Product Owners to ensure their success.

• Seasoned ServiceNow Product Owner with deep expertise in platform capabilities across ITSM, HRSD, and CRM modules.
• Proven ability to deliver post-adoption account management experiences, ensuring customer satisfaction and long-term value realization.
• Skilled in building trusted relationships with stakeholders across business and IT functions.
• Adept at communicating complex technical concepts in clear, business-friendly language.
• Comfortable facilitating workshops, demos, and roadmap discussions with C-level audiences.

• Knowledge of business and management principles.
• Strong Microsoft Office Suite ability.
• Knowledge of project planning and life cycle development.
• Excellent communication skills both written and verbal.
• Ability to recognize, analyze and solve a variety of problems.

• Certified Scrum Product Owner (preferred).
• ServiceNow certifications (highly desirable).

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor's Degree.

• Product Management, Engineering, Information Technology or related fields.

• In lieu of a bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

• Experience in ServiceNow Platform implementation in large scale business transformation projects.
• Previous healthcare experience.

• 6 years IT and business analysis, business development, solutions development, systems analysis, technical design/development, implementation or 4 years product owner experience.