Product Owner

Product Analyst III – ServiceNow Platform Owner

Location: Hybrid – Allentown, PA; Johnston, RI; or Louisville, KY

Pay Rate: $70–$82/hour

Duration: 12 Months

Schedule: Monday–Friday, 8:00 AM–4:30 PM (40 hours/week)

Start Date: ASAP

Position Overview

We are seeking an experienced Product Analyst III to lead the strategic direction, governance, and ongoing operations of an enterprise ServiceNow platform.

This individual will serve as the Platform Owner, responsible for aligning platform capabilities with business objectives, overseeing platform operations, and driving the development and implementation of the organization's ServiceNow roadmap.

The ideal candidate will bring extensive ServiceNow expertise, enterprise product management experience, and strong executive-level leadership skills. This role requires someone who can work across technical and business teams, influence strategic decisions, and maximize the value of enterprise technology investments.

Key Responsibilities

Strategic Platform Leadership

• Develop and maintain the ServiceNow platform roadmap in alignment with business priorities and enterprise technology strategy.
• Establish platform vision, strategic direction, and long-term objectives.
• Lead platform operations teams and ensure alignment with organizational goals.
• Identify opportunities to expand platform capabilities and improve business outcomes.

Platform Operations & Management

• Oversee all enterprise ServiceNow instances, ensuring platform performance, security, reliability, and availability.
• Monitor platform health, manage application escalations, and oversee ongoing maintenance.
• Serve as the primary escalation point for critical platform issues.
• Ensure business continuity, disaster recovery, and service level agreements are maintained.

Governance & Demand Management

• Lead platform governance and steering committees.
• Establish and enforce technical standards, architecture guidelines, and configuration policies.
• Oversee demand management and prioritize platform investments based on business needs.
• Ensure platform decisions align with enterprise governance, compliance, and risk management requirements.

Business Value & Stakeholder Management

• Identify opportunities to maximize the business value and return on investment of ServiceNow capabilities.
• Partner with business leaders to identify use cases and drive platform adoption.
• Communicate platform strategy, performance, and business impact to executive stakeholders.
• Build consensus across technical and business teams with competing priorities.

Team Leadership

• Lead, develop, and manage the platform operations team.
• Establish clear team responsibilities, performance expectations, and development opportunities.
• Provide strategic direction and support for platform operations and service delivery.

Required Qualifications

• Expert-level knowledge of the ServiceNow platform, including capabilities, architecture, and configuration.
• Extensive experience with enterprise IT Service Management (ITSM), IT Financial Management, and IT Operations Management (ITOM).
• Product management experience within enterprise technology platforms.
• Experience managing complex technology portfolios at an enterprise level.
• Executive-level leadership and strategic business planning experience.
• Experience with financial and operational accountability, including P&L management.
• Strong understanding of IT governance, risk management, compliance, and audit requirements.
• Excellent communication and presentation skills, including the ability to communicate technical concepts to executive audiences.
• Demonstrated ability to influence stakeholders, build consensus, and lead cross-functional teams.

Success Metrics

• ServiceNow platform uptime, performance, and SLA achievement.
• Business value and ROI from platform investments.
• User adoption and satisfaction.
• Successful delivery of strategic platform initiatives.
• Effectiveness of governance and stakeholder alignment.
• Platform team performance, engagement, and development.

Additional Information

• 12-month contract opportunity.
• Hybrid schedule with onsite work near one of the following locations:
• Allentown, PA
• Johnston, RI
• Louisville, KY (BOC)
• Full-time, 40 hours per week.
• Standard business hours: 8:00 AM–4:30 PM.
• Interview and start date: ASAP.