Product Owner - ITSM (ServiceNow IT Service Management)

Job Description:

Product Owner - ITSM (ServiceNow IT Service Management)

Role Overview
The ServiceNow Product Owner - ITSM is responsible for ensuring successful delivery and optimization of ServiceNow ITSM solutions across the enterprise environment. This role leads ServiceNow module implementation and configuration, collaborates with stakeholders to gather and refine requirements, ensures adherence to best practices and governance standards, and supports continuous improvement and innovation initiatives. The Product Owner operates as the bridge between business stakeholders and the delivery team, defining the product roadmap for ITSM capabilities, prioritizing the backlog using Agile methodologies, and driving KPI-driven outcomes - such as faster incident resolution and higher SLA compliance - at enterprise scale. Advanced module expertise in ITSM is required , with preferred experience in one or more adjacent areas such as ITOM, SPM, HRSD, CSM, SecOps, GRC, or App Engine Studio.

Key Responsibilities

Product Vision, Roadmap & Backlog

• Define and maintain a clear product vision and roadmap for ServiceNow ITSM capabilities, aligned with business goals and the organization's IT service management strategy. Communicate the vision to development teams and stakeholders to ensure alignment.
• Own and manage the ITSM product backlog , continuously prioritizing and grooming epics, features, user stories, and tasks based on business value, effort, and urgency. Translate business requirements into detailed product requirements including clear user stories and acceptance criteria in ServiceNow.
• Stay current on ServiceNow releases, features, and roadmap changes and incorporate relevant new capabilities into the product plan.

Agile Delivery & Sprint Execution

• Serve as the Product Owner in Agile/Scrum or SAFe ceremonies - lead backlog refinement, sprint planning, and review sessions . Ensure the team always works on the highest-value items and that incremental improvements are delivered each sprint.
• Oversee the design and development lifecycle , ensuring continuous feedback and iterative improvements throughout the delivery process.

Stakeholder Collaboration & Requirements

• Collaborate with stakeholders - including Service Desk leads, ITSM process owners (Incident, Problem, Change Managers), and business unit representatives - to gather and refine requirements , align priorities, and ensure delivered solutions meet business needs.
• Lead organizational change management initiatives to drive adoption of new ITSM features and engagement across the enterprise.

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Mandatory Skills: ServiceNow - IT Service Management .

Experience: > 10 YEARS .

Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company.