Senior ServiceNow Product Owner

Product Owner

The Product Owner is responsible for enabling successful customer adoption of solutions by understanding operational needs, translating requirements into product capabilities, and ensuring effective workflow support. This role acts as a trusted advisor throughout discovery, adoption, and post-adoption support. The Product Owner will lead discovery sessions, analyze customer feedback, map processes to product functionality, identify adoption challenges, and guide customers through onboarding, implementation, and continuous improvement. The role also supports organizational agility, mentors Product Owners, and fosters a collaborative culture.

Ability to enable successful customer adoption through operational understanding and workflow analysis. Ability to conduct discovery sessions to capture requirements, pain points, and desired outcomes. Ability to map customer processes to product capabilities and identify gaps. Ability to assess change readiness and tailor adoption strategies. Ability to develop metrics and KPIs to measure adoption success. Ability to act as a primary point of contact for customer accounts. Ability to guide customers through onboarding and implementation. Ability to provide post-adoption support and conduct performance reviews. Ability to educate customers and internal stakeholders on product features and best practices. Ability to support agility, coach team members, and foster a feedback culture. Ability to mentor Product Owners.

Six years of experience in IT and business analysis, business development, solutions development, systems analysis, technical design/development, or implementation. Four years of experience as a Product Owner. Experience in ServiceNow platform implementation in large-scale business transformation projects (preferred). Previous healthcare experience (preferred).

Enable successful customer adoption by understanding operational needs and ensuring product capabilities align with workflows. Conduct discovery sessions to gather requirements and identify opportunities. Analyze customer feedback and usage data to refine adoption strategies. Identify key stakeholders to support adoption and lifecycle management. Act as the primary point of contact for customer accounts. Guide customers through onboarding, implementation, and ongoing use. Partner with analysts and technologists to convert MVPs into actionable user stories. Provide post-adoption support and continuous improvement planning. Educate stakeholders on product features and value. Support culture change to improve delivery agility. Coach and mentor team members and Product Owners.

Experience in large-scale ServiceNow transformations. Previous experience in the healthcare field.

Knowledge of business and management principles. Strong Microsoft Office Suite abilities. Knowledge of project planning and lifecycle development. Excellent written and verbal communication skills. Strong problem-solving abilities. Ability to analyze, organize, and prioritize work while meeting deadlines.

Bachelor’s degree in Product Management, Engineering, Information Technology, or a related field. Additional four years of relevant work experience in lieu of a degree. Certified Scrum Product Owner (preferred). ServiceNow certifications (highly desirable).