Product Analyst

Hybrid – Must be able to work from one of the following locations: Allentown, PA | Johnston, RI | Louisville, KY

12-Month Contract

1. ⏰ 40 Hours/Week | Monday-Friday | 8:00 AM - 4:30 PM

Our utility client is seeking a Product Analyst III / ServiceNow Platform Owner to provide strategic leadership and governance for the enterprise ServiceNow platform. This individual will serve as the senior platform leader responsible for aligning platform capabilities with business objectives, driving platform strategy, maximizing business value, and overseeing platform operations across the organization.

This is a highly visible role requiring strong platform management, stakeholder engagement, governance, and strategic planning experience.

Key Responsibilities

Strategic Platform Leadership

• Own the vision, roadmap, and long-term strategy for the ServiceNow platform.
• Align platform capabilities with business objectives, technology roadmaps, and enterprise governance standards.
• Drive adoption and expansion of platform capabilities across the organization.
• Identify opportunities to deliver new business value through platform enhancements and innovation.

Platform Operations & Ownership

• Maintain overall accountability for ServiceNow platform performance, availability, security, and scalability.
• Oversee platform operations, maintenance activities, and service delivery.
• Monitor platform health and serve as the escalation point for critical issues.
• Ensure business continuity and disaster recovery readiness.

Governance & Demand Management

• Lead governance activities, steering committees, and platform review boards.
• Evaluate and prioritize platform investments and enhancement requests.
• Establish and enforce platform standards, architecture decisions, and design principles.
• Ensure platform decisions align with enterprise compliance, security, and risk management requirements.

Business Partnership & Value Realization

• Partner with business leaders to identify use cases and maximize platform ROI.
• Drive adoption of new platform capabilities and measure business outcomes.
• Communicate platform strategy, performance, and value to executive stakeholders.
• Translate technical concepts into business-focused recommendations and decisions.

Required Qualifications

• Experience leading enterprise platform strategy, governance, and operations.
• Deep knowledge of the ServiceNow platform, architecture, administration, and configuration.
• Strong experience with:
• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Financial Management
• Product management or platform ownership experience supporting large-scale enterprise environments.
• Strong stakeholder management and executive communication skills.
• Experience managing governance frameworks, risk management, compliance, and audit requirements.
• Proven ability to influence cross-functional teams and drive enterprise-wide initiatives.

Preferred Qualifications

• Utility or highly regulated industry experience.
• Experience leading platform transformation or modernization initiatives.
• Executive-level leadership experience with strategic planning and organizational alignment.
• Background managing complex technology portfolios and platform investments.

Key Skills

• ServiceNow
• Platform Ownership
• Product Management
• ITSM
• ITOM
• IT Financial Management
• Enterprise Platforms
• Governance
• Platform Strategy
• Roadmapping
• Demand Management
• Stakeholder Management
• Executive Communication
• Risk Management
• Compliance
• Service Delivery
• Platform Operations
• Business Transformation