Product Owner (ServiceNow Implementation)

Job Description

Scrum Product Owner – ServiceNow

Location: Reston, VA (Hybrid – Onsite 1–2 days per week)

Duration: Contract-to-Permanent

Position Overview:

We are seeking an experienced Scrum Product Owner with strong ServiceNow implementation experience to drive product strategy, roadmap development, and Agile delivery. The ideal candidate will have hands-on experience supporting ServiceNow implementations, particularly across Customer Service Management (CSM), IT Service Management (ITSM), and/or CRM modules .

This role goes beyond managing day-to-day execution. We are looking for a strategic thinker who can define product vision, build roadmaps, prioritize business needs, and translate them into actionable requirements for technical teams.

The Product Owner will work closely with Scrum teams, Scrum Masters, Business Analysts, architects, technical teams, business leaders, and internal and external stakeholders to ensure successful product delivery and long-term business value.

Key Responsibilities

• Develop and maintain product vision and roadmaps aligned with business objectives and digital transformation goals.
• Lead product backlog creation, refinement, prioritization, and management in collaboration with business stakeholders and technical teams.
• Define product features, epics, and user stories, ensuring clear business requirements and acceptance criteria.
• Work closely with Business Analysts, architects, SMEs, and developers to translate business needs into technical solutions.
• Evaluate business value, prioritize deliverables, and approve or reject completed development work based on acceptance criteria.
• Guide Business Analysts in breaking down Minimum Viable Products (MVPs) into manageable user stories.
• Facilitate Joint Application Development (JAD) sessions, workshops, product demos, and brainstorming discussions.
• Drive ServiceNow product enhancements and implementation initiatives across CSM, ITSM, and/or CRM modules.
• Build strong relationships with business and IT stakeholders, including senior and C-level leadership.
• Support multiple Scrum teams and manage changing priorities in a fast-paced environment.
• Promote Agile practices, coach team members, and identify opportunities to improve product delivery and team effectiveness.
• Ensure successful post-implementation adoption, customer satisfaction, and long-term product value realization.

Required Qualifications

• Minimum 8 years of overall professional experience, including at least 6 years of experience as a Product Owner.
• Proven experience as a Product Owner supporting ServiceNow implementations .
• Strong knowledge of ServiceNow platform capabilities, particularly CSM, ITSM, and/or CRM modules .
• Demonstrated experience developing product vision, strategic roadmaps, and digital product advancement strategies.
• Strong understanding of Agile methodologies, Scrum principles, backlog management, and product lifecycle management.
• Experience defining product features, epics, user stories, MVPs, and acceptance criteria.
• Ability to manage and support multiple Scrum teams simultaneously.
• Strong stakeholder management skills, with the ability to build trusted relationships across business and technology functions.
• Excellent communication skills, including the ability to explain complex technical concepts in simple business language.
• Comfortable leading workshops, product demonstrations, and roadmap discussions with senior and C-level executives.
• Ability to work effectively in a fast-paced environment with changing priorities and competing deadlines.
• Bachelor's degree required. Additional four years of relevant experience may be considered in lieu of a degree.

Preferred Qualifications

• Product Owner, Scrum/Agile, or ServiceNow certifications.
• Experience driving ServiceNow platform enhancements and digital transformation initiatives.
• Experience improving post-adoption customer account management and service experiences.
• Experience coaching and mentoring Product Owners and Agile team members.

Ideal Candidate Profile

We are looking for a strategic and visionary Product Owner, not just an execution-focused team member .

The ideal candidate should bring:

• Strong ServiceNow product knowledge, especially CSM and ITSM.
• Proven ability to build and communicate product roadmaps.
• A balance of product strategy, business engagement, and execution.
• Strong executive presence and stakeholder management capabilities.
• A customer-focused mindset with an emphasis on adoption, satisfaction, and long-term value.