Senior Product Owner

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