ServiceNow Product Owner

Job Description

Day-to-Day:

• Own and maintain ServiceNow automation and AI roadmap

• Prioritize automation initiatives across Incident, Request, Knowledge, Problem, and Change Management

• Analyze incident, escalation, and ticket trends to identify automation opportunities

• Drive Virtual Agent deflection strategies to reduce L1 support volume

• Track ROI, deflection rates, ticket reduction metrics, and automation success

• Validate ServiceNow AI capabilities against vendor claims

• Partner with architects on solution design, CMDB integrations, and NLU training

• Collaborate with QA teams on testing and release readiness

• Monitor implemented automations and drive continuous improvement efforts

• Direct ServiceNow development priorities

• Evaluate vendors and implementation partners

• Manage RFP processes and vendor scoring

• Present roadmap updates, risks, and recommendations to leadership

• Support stakeholder adoption and change management initiatives

Job Description:

Insight Global is seeking a ServiceNow Product Owner for a top insurance and risk management client. This individual will own the strategic roadmap for ServiceNow automation and AI initiatives with a strong focus on reducing Level 1 help desk demand through self-service, virtual agent capabilities, and intelligent automation. The ideal candidate will leverage operational data and business metrics to identify automation opportunities, prioritize investments, and measure ROI. This person will work closely with ServiceNow developers, architects, QA resources, vendors, and executive stakeholders to drive adoption of cutting-edge AI and automation solutions. The role offers an opportunity to influence enterprise-wide ITSM transformation efforts while leading roadmap strategy, vendor management, and continuous improvement initiatives within a rapidly growing organization.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

Must-Haves:

• 5-7+ years of relevant IT/Product ownership experience

• Experience with ServiceNow ITSM modules

• Hands-on familiarity with Now Assist, Virtual Agent, and Predictive Intelligence

• Experience owning and prioritizing a product roadmap

• Strong metric-driven decision making and analytics skills

• Knowledge of Flow Designer, orchestration, and integration patterns

• Experience directing and evaluating developer work

• Vendor/implementation partner evaluation experience

• RFP management experience

• Strong stakeholder communication and reporting skills

• Bachelor's degree Plusses:

• ServiceNow CIS-ITSM Certification

• ServiceNow Now Assist Skill Kit Certification

• Experience with ServiceNow Xanadu or Yokohama releases

• Background in Problem Management

• Root Cause Analysis/Elimination experience

• AI and automation strategy experience within ServiceNow