SENIOR PRODUCT OWNER – ServiceNow

Purpose

Serves as the primary liaison between client stakeholders and internal delivery teams, ensuring ServiceNow-based solutions drive measurable customer and business outcomes. Represents the customer voice during roadmap planning, backlog prioritization, and feature development, while supporting adoption, process improvement, and long-term relationship management.

Essential Functions

70% – Customer Adoption & Value Delivery

Guide customers through discovery, adoption, and post-adoption support.

Conduct deep-dive requirement sessions and map workflows to ServiceNow capabilities.

Analyze feedback, user behavior, and KPIs to optimize customer adoption.

Act as the accountable owner for customer success and operational enablement.

10% – Customer Engagement & Communication

Serve as the primary customer contact for updates, onboarding, and solution usage.

Collaborate with technical teams to translate MVPs into detailed user stories.

Provide education, training, and post-adoption performance reviews.

10% – Agile & Team Enablement

Promote Agile mindset, coach new team members, mentor Product Owners.

Support process improvements that enhance delivery agility and efficiency.

Qualifications

Bachelor’s degree (or +4 yrs experience in lieu).

6+ years in IT / business analysis, development, systems analysis; or 4+ years Product Owner experience.

Experience with ServiceNow implementation and workflows.

Healthcare experience preferred.

Skills

Strong communication & stakeholder management

Knowledge of Agile, product lifecycle, business process analysis

Ability to analyze / solve complex problems

Advanced MS Office skills

Certifications (Preferred)

Certified Scrum Product Owner

ServiceNow product certifications