Senior Technical Product Owner, ServiceNow

Chili's•Coppell, TX

3d•Hybrid

About The Position

We are seeking an experienced Senior Technical Product Owner (TPO), ServiceNow to lead the strategy, roadmap, and delivery of high‑value solutions for our ServiceNow products: IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), Retail Service Management (RSM) and custom business applications. Reporting to the ServiceNow Platform Lead, this role is central to shaping and executing the product vision. The TPO partners with stakeholders to define requirements and manage the product roadmap and backlog. The role manages an Associate Product Owner and also provides indirect leadership to technical teams, serving as the point of contact for prioritizing work from the backlog. The TPO drives agile delivery, clarifies business and technical needs, removes obstacles, and ensures continuous improvement to maximize value.

Requirements

Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
6+ years of experience in technology product management, business relationship management, or consulting, with a strong understanding of ITIL practices and service management processes. Experience leading cross-functional initiatives, influencing stakeholders at all levels, and delivering business value through technology solutions. Restaurant or retail industry experience preferred.
3+ years of experience serving as a Product Owner within Agile delivery teams utilizing Scrum or SAFe frameworks. Demonstrated expertise in product backlog management, prioritization, roadmap planning, writing user stories, defining acceptance criteria, and driving delivery of complex technology initiatives. Agile Product Owner, Certified Scrum Product Owner (CSPO), or SAFe Product Owner/Product Manager (POPM) certification preferred.
3+ years of ServiceNow experience, including ownership of multiple ServiceNow Product Suites (ITSM, ITOM, RSM, etc). Experience driving CMDB maturity, data quality initiatives, and adoption of the Common Service Data Model (CSDM) a plus. ServiceNow certification such as CSA is a plus.
Experience defining product strategy, roadmaps, governance standards, and performance metrics for enterprise technology platforms. Proven ability to manage competing demands, and drive continuous improvement across products and processes.
Communicator and influencer with the ability to articulate complex business and technical concepts to diverse audiences, including leadership.
Strategic problem solver and thought leader with a proven ability to navigate complex challenges, drive consensus, and influence cross-functional teams to deliver sustainable solutions
Innovation-driven mindset with a track record of identifying opportunities to leverage emerging technologies, automation, and AI capabilities to improve business outcomes, operational efficiency, and user experience.
Thrives in ambiguity and complexity, making timely, data-driven decisions while balancing competing priorities, dependencies, and organizational objectives. Demonstrates sound judgment in guiding product direction and governance.
Exceptional stakeholder management and leadership skills, translating technical trade-offs into business outcomes and influencing decision-making across all organizational levels. Builds strong partnerships with business leaders, architects, developers, and operational teams to drive alignment and product success.
Champions continuous improvement that fosters a culture of accountability, collaboration, learning, and end user-centric product development while mentoring Product Owners, Business Analysts, and Agile team members.

Nice To Haves

Restaurant or retail industry experience preferred.
Agile Product Owner, Certified Scrum Product Owner (CSPO), or SAFe Product Owner/Product Manager (POPM) certification preferred.
Experience driving CMDB maturity, data quality initiatives, and adoption of the Common Service Data Model (CSDM) a plus.
ServiceNow certification such as CSA is a plus.

Responsibilities

Define and drive product strategy, vision, and roadmap for ServiceNow ITSM, ITOM, and ITAM capabilities, ensuring alignment with organizational objectives, technology strategy, operational priorities, and business outcomes. Translate strategic goals into a prioritized portfolio of initiatives, capabilities, and enhancements.
Own product portfolio by managing and optimizing the product backlog, balancing business value, technical debt, compliance requirements and operational stability. Make strategic prioritization decisions based on business impact, dependencies, and resource capacity.
Provide leadership to Agile delivery teams, serving as the primary product authority and decision-maker. Partner with developers, architects, platform owners, process owners, and business stakeholders to ensure alignment on priorities, requirements, and delivery outcomes. Guide Agile ceremonies and champion continuous improvement practices. Write and edit user stories - accountable for clear, actionable user stories with detailed, successful, acceptance criteria that can be used for development and to create test cases.
Facilitate requirements, persona and design workshops, ensuring business needs are translated into clear epics, features, user stories, and acceptance criteria.
Oversee solution validation and product acceptance, ensuring new capabilities meet business requirements, quality standards, and operational expectations. Partner with stakeholders to coordinate testing, user adoption, change management, and release readiness activities.
Accountable for product functionality, adoption, and continuous improvement of ITAM, ITOM and ITSM. Establish accurate asset visibility, lifecycle management, procurement alignment, reconciliation integrity, and HAM-CMDB synchronization. Ensure Incident, Problem, Change, Request, Knowledge, and related capabilities evolve to meet organizational needs through automation and intelligence opportunities. Ensure Discovery, Service Mapping, Event Management, and related capabilities provide reliable operational intelligence and infrastructure visibility. Drive alignment between ITSM/ ITOM processes, IT Asset Management processes, CMDB data, enterprise service delivery objectives and product roadmaps.
Accountable for product functionality, adoption, and continuous improvement of RSM, custom business applications and our self-service portals. Define, prioritize, and deliver digital workflows that connect restaurant operations, IT, PeopleWorks, and other restaurant support center services. Partner with Operations Services and visit restaurants to align restaurant initiatives and challenges with product roadmaps for Retail Core, RSM, custom applications and our self-service portals.
Establish and monitor product performance and adoption metrics and KPIs, using data driven insights to assess business value, user adoption, operational efficiency, platform health, and service outcomes. Leverage utilization data to guide roadmap investments and continuous improvement initiatives.
Drive stakeholder engagement by building strong relationships across IT and business functions. Communicate product vision, roadmap progress, risks, and outcomes while influencing decision-making across cross-functional teams.
Champion innovation and platform maturity by staying current on ServiceNow capabilities, industry trends, emerging technologies, AI-powered automation, and best practices. Evaluate, recommend, and implement enhancements that improve user experience, operational efficiency, and business value realization.
Provide product incident support by collaborating with support teams to diagnose and resolve issues. Troubleshoot technical issues by participating with the run team in the root cause analysis and resolution.