Product Owner

Role Description

The Product Owner will lead business process definition, backlog ownership, requirements analysis, and stakeholder alignment for a ServiceNow CSM-based CRM implementation in a secure ServiceNow environment. This role will assist in translating the client's current customer-facing portal, registration, onboarding, migration tracking, dashboards, and support workflows into a secure, governed, and scalable ServiceNow CSM operating model.

This is a Senior Product Owner / Lead Business Analyst level position responsible for business process leadership, stakeholder alignment, backlog ownership, requirements governance, and client-facing facilitation.

Primary Responsibilities:

• Lead end-to-end business process design for customer onboarding, case management, and CRM workflows in ServiceNow CSM.
• Own and manage the product backlog, including user stories, priorities, and acceptance criteria.
• Conduct stakeholder workshops and translate business needs into clear, implementable requirements.
• Map and transform legacy tools, data, and processes into a unified ServiceNow CSM solution.
• Define workflows, automation, and integrations (e.g., CSM, portals, data sources).
• Create and maintain process documentation, requirements, and traceability artifacts.
• Support UAT, validation, and release readiness to ensure solutions meet business needs.
• Ensure alignment with client security, CAC access, and compliance requirements.
• Facilitate client-facing requirements sessions, present options and recommendations, and drive stakeholder consensus across business, technical, and government teams.
• Support technical implementation planning by translating business needs into ServiceNow solution requirements and collaborating with architects, developers, engineers, and program leadership.

Qualifications

• Experience delivering ServiceNow CSM implementations or enhancements in enterprise environments.
• Proven background in hybrid roles (Business Process Lead / Product Owner / Business Analyst).
• Strong expertise in customer service/CRM processes (case management, onboarding, portals, workflows).
• Hands-on experience in Agile delivery (user stories, backlog management, UAT, releases).
• Ability to translate business needs into technical requirements for ServiceNow solutions.
• Experience working in regulated environments, preferably federal.
• Exposure to data migration, integrations, and legacy system transformation.
• Strong stakeholder management across business, technical, and government teams.

Requirements

• Minimum 8 years of experience in Business Analysis, Product Ownership, Business Process Improvement, or related disciplines.
• Minimum 5 years of experience supporting ServiceNow implementations.
• Minimum 3 years of experience with ServiceNow Customer Service Management (CSM).
• Minimum 3 years of experience supporting federal government programs.
• Experience serving as Product Owner or backlog owner in Agile delivery environments.
• Experience managing or supporting technical implementation projects.
• Technical acumen sufficient to partner effectively with ServiceNow architects, developers, engineers, and government stakeholders.

Technical Skills

• Strong knowledge of ServiceNow CSM modules (accounts, contacts, case management, portals, knowledge, SLAs).
• Ability to define workflows and automation using Flow Designer, playbooks, and lifecycle stages.
• Understanding of data models and migration (tables, relationships, data mapping, import processes).
• Experience with integrations (CSM, APIs, IntegrationHub, external systems).
• Familiarity with CSM/ITSM interaction and case-to-incident workflows.
• Knowledge of reporting and analytics (dashboards, KPIs, Performance Analytics).
• Ability to define role-based access and security requirements (CAC, data visibility, permissions).
• Familiarity with Jira and GitLab in Agile delivery environments.

Soft Skills

• Strong stakeholder management and workshop facilitation skills across business, technical, and government teams.
• Excellent communication skills (translating complex requirements into clear, actionable outputs).
• Ability to work effectively in regulated environments with structured processes and compliance needs.
• Strong analytical and problem-solving skills for breaking down complex business processes.
• High-quality documentation and organization skills for audit-ready artifacts.
• Collaborative mindset to work across cross-functional teams (product, engineering, security, data).
• Ability to drive decision-making, prioritization, and change management.
• Awareness of security and data sensitivity in government environments.
• Strong executive communication and presentation skills; business savvy and comfortable in client-facing discussions.
• Ability to lead requirements workshops, communicate tradeoffs, and align stakeholders around clear decisions and next steps.

Certifications

• ServiceNow certifications: CSA (preferred), CIS-CSM (strongly preferred), CIS-ITSM (nice to have).
• Agile certifications: CSPO, PSPO, SAFe, PMI-ACP (preferred for product ownership).
• Security+ or equivalent (for 8570/8140 compliance, if required).
• Additional (nice to have): ITIL Foundation, CBAP/PMI-PBA, ServiceNow micro-certifications.
• Candidates without ServiceNow certifications may still be considered if they have strong applicable years of experience and can obtain certification within an agreed timeframe, subject to internal approval.

Security Requirements

• CAC Eligibility: Must be eligible to obtain and maintain CAC credentials for secure program access.
• Clearance: Ability to obtain and maintain a Secret security clearance if required by the program.
• Authentication: Ability to utilize Department of War (DoW) Common Access Card (CAC) primary authentication mechanisms for secure, identity-validated administrative access.

Compensation and Market Alignment

The anticipated annual compensation range for this position is $130,000 to $140,000, commensurate with relevant experience, ServiceNow CSM expertise, federal program background, clearance/CAC eligibility, certifications, and overall alignment with the role’s senior Product Owner / Lead Business Analyst responsibilities. This range is intended to reflect market positioning for a specialized ServiceNow CSM product ownership role requiring strong business process leadership, stakeholder facilitation, backlog governance, technical implementation partnership, and experience supporting secure, regulated government environments.

Equal Employment Opportunity

ServBeyond Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected status.

ADA Accommodation Statement

ServBeyond Solutions is committed to providing reasonable accommodations to individuals with disabilities. If you need an accommodation to apply for a position with us, please contact HR at View email address on remotive.com.