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