Product Owner I - ServiceNow

TD•Toronto, ON

3d•CA$96,900 - CA$136,800•Onsite

About The Position

Help deliver a better HR experience for every colleague. We’re looking for a Product Owner I to lead the product direction for AskHR, our ServiceNow-based HR help desk application. In this role, you’ll help shape how colleagues access HR support by bringing together business insight, product strategy, and platform capability to deliver meaningful improvements. We’re looking for someone who is collaborative, forward-thinking, and curious about how AI and digital innovation can elevate the colleague experience. You’ll work with business partners and technology teams to build strategic roadmaps, prioritize the right opportunities, and drive enhancements that make HR support simpler, smarter, and more seamless.

Requirements

Undergraduate degree and/or product certificate
7+ years relevant experience
3+ years Product Owner or Agile related delivery experience
Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset
Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset
Proven experience working with ServiceNow, ideally within HR Service Delivery (HRSD) or similar service management environments
Strong understanding of ServiceNow capabilities, including case management, knowledge management, service catalog, workflows, and self-service experiences
Experience with platform integrations, APIs, and workflow automation to enable end-to-end service delivery
Demonstrated ability or strong interest in delivering AI-enabled solutions, including virtual agents, generative AI use cases (e.g., case summaries, content generation), and intelligent automation
Familiarity with conversational AI, natural language processing (NLP), and AI-assisted workflows within enterprise platforms
Experience acting as a Product Owner (or similar), including backlog management, roadmap development, and delivering outcomes in an Agile environment
Strong stakeholder collaboration skills, with the ability to translate business needs into technical solutions
Analytical and strategic mindset, with a focus on improving colleague experience, automation, and digital service delivery
Experience in HR systems, shared services, or help desk environments is an asset

Nice To Haves

Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset
Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset
Experience in HR systems, shared services, or help desk environments is an asset

Responsibilities

Lead product planning and prioritization for AskHR
Build strong partnerships with stakeholders to understand needs and shape a clear product direction
Develop and manage a roadmap that improves colleague experience and supports business priorities
Bring a continuous improvement mindset to how the platform is used and enhanced
Explore innovative capabilities, including AI, to improve service effectiveness and user experience
Help ensure the application delivers practical value for colleagues while supporting scalable, sustainable operations
Measure impact and evolve the product based on feedback, insights, and changing needs
Partner with management to support the delivery of a product vision
In alignment with the product vision, create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user value
Continuously align with senior management on the product delivery roadmap, defined Minimum Marketable Features or Minimum Viable Products and release cadence
Review performance analytics; recommend and champion strategies to enhance the customer or end user product experience
Participate in scrum or Kanban events (e.g. stand-ups, retrospectives), express new ideas for improving product value or delivery efficiency, sharing with leadership as appropriate
Proactively engage established business process partners to ensure customers or end users are prepared for application changes and establish Day 2 processes
Create a value-focused product backlog and continuously iterate, ensuring there are user stories scoped and prioritized
Provide user story design, development and completion oversight; accepting / rejecting user stories based on the agreed upon Definition of Done and Acceptance Criteria
Manage delivery initiatives and oversee development team (pod) backlogs
Proactively raise issues that impede the efficient delivery of customer-focused increments
Responsible for defect management and prioritization
Adhere to enterprise frameworks or methodologies that relate to activities for own business area / journey
Ensure on-going strategic alignment with senior management, providing feedback as appropriate
Consider development team and stakeholder feedback in backlog management, facilitating conversations with multiple stakeholders representing competing priorities
Understand the internal business and technical environment, proactively defining, aligning or integrating with relevant stakeholders, shared services control groups (or platform as appropriate
Lead the submission and discussion on the Quarterly Business Review, with respect to their product
Proactively manage business stakeholders to obtain inputs needed for product development in a timely manner
Monitor the regulatory environment and partner with the senior management to consider changes to product strategy as needed
Actively coordinate and engage in risk, quality and/or business testing management
Empowered to make product delivery decisions, escalating to senior management as appropriate
Actively communicate to business, technology and senior management regarding product changes and backlog priorities
Single point of escalation for development team, providing guidance and decisioning as needed
Work cohesively with peers to reinforce Agile processes
Compile performance metrics and share with relevant stakeholders
Define the OKRs in partnership with numerous stakeholders across the organization
Protect the interests of the organization- identify and manage risks, and escalate non-standard, high risk activities as necessary
Keep abreast of emerging issues, trends, and evolving regulatory requirements and assess potential impacts
Maintain a culture of risk management and control, supported by effective processes in alignment with risk appetite
Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
Provide thought leadership and/ or industry knowledge for own area of expertise in own area and participate in knowledge transfer within the team and business unit
Keep current on emerging trends/ developments and grow knowledge of the business, related tools and techniques
Participate in personal performance management and development activities, including cross training within own team
Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
Contribute to team development of skills and capabilities through mentorship of others, by sharing knowledge and experiences and leveraging best practices.
Lead, motivate and develop relationships with internal and external business partners / stakeholders to develop productive working relationships.
Contribute to a fair, positive and equitable environment that supports a diverse workforce
Act as a brand ambassador for your business area/function and the bank, both internally and/or externally