ServiceNow Capability Owner - ITSM & Employee Experience

Black & Veatch Family of Companies•Cary, NC

5d•Hybrid

About The Position

We are seeking a ServiceNow Capability Owner to serve as the domain authority and product owner for the ITSM capability on the ServiceNow platform. In this role, the Capability Owner is the product owner: a single accountable leader for the capability maturity, backlog health, prioritization, stakeholder alignment, and governance discipline of these domains. This role owns capability outcomes, not configuration or development. You will define the roadmap, shape and prioritize the backlog, keep incoming requests on the correct governance path, and ensure platform investments translate into scalable, business-aligned results. You will partner closely with architects and developers to move work forward, while shielding the delivery team from direct, unmanaged stakeholder demands so they can protect delivery capacity. As a Product Owner, you stand at the center of everything, translating business needs into actionable outcomes. Half your time is with the Scrum team, shaping stories, answering questions, joining sprint ceremonies, and making sure what is being built stays on track. The other half is with your stakeholders, gathering feedback, validating progress, and ensuring the solution actually fits the business. As Black & Veatch accelerates its AI-native platform strategy, this role requires a strong understanding of ServiceNow's AI ecosystem, including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI capabilities. The Capability Owner will identify high-value AI use cases, define requirements for AI-powered features, and drive adoption of intelligent automation across the ITSM workflows.

Requirements

Bachelor's degree
8-10 years experience
All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Nice To Haves

Product Ownership & Experience: 5+ years in product ownership, business analysis, or Agile delivery, with hands-on ServiceNow platform experience (implementation, administration, or development) and a proven ability to define and execute product strategy, roadmap, and vision aligned with enterprise goals.
ServiceNow Platform Knowledge: Strong, practical understanding of ServiceNow core capabilities, Service Catalog, and relevant functional modules, particularly ITSM with technical fluency to discuss architecture, API integrations, and data flow between ServiceNow and connected systems.
Methodologies & Frameworks: Strong knowledge of Agile frameworks (Scrum, SAFe) and ITIL service management practices; ITIL 4 Foundation certification, with ServiceNow Certified System Administrator (CSA) or Certified Product Owner credentials preferred.
Leadership & Stakeholder Management: Excellent communication, facilitation, and stakeholder management skills, with proven experience leading change across large, diverse stakeholder groups and mentoring technical teams to build a collaborative, high-performance culture.
Analytical & Delivery Excellence: Keen eye for gaps, complexity reduction, and simplification without compromising requirements; exceptionally organized, detail-oriented self-starter who functions autonomously and delivers agreed outcomes across technology, data, and functional teams.
Education & Communication: BS in Information Technology, Computer Science, Business, or a related field (additional experience accepted in lieu of degree), with excellent verbal and written communication and the ability to present complex technical concepts to business leaders.
Certified Product Owner or Product Manager
Familiarity with enterprise process frameworks, including ITIL, knowledge governance
Experience defining AI use cases in ServiceNow or similar platforms, including Generative AI concepts and responsible AI governance
Experience in cross-functional ServiceNow implementations or platform transformations

Responsibilities

Act as the domain authority and product owner for ITSM accountable for capability maturity, outcomes, and enhancement of existing platform capabilities.
Define and execute the product strategy, roadmap, and vision for the domains, aligned to enterprise goals.
Own, groom, and prioritize the capability backlog; translate business needs into structured, high-quality user stories and acceptance criteria.
Balance competing priorities across business value and outcomes, risk and compliance, and platform health and scalability.
Apply strong, practical knowledge of ServiceNow core capabilities, Service Catalog, and the ITSM Platform Core module to shape fit-for-purpose solutions.
Define and maintain end-to-end business processes within the domains and their cross-domain touchpoints.
Bring technical fluency to discussions of architecture, API integrations, and data flow between ServiceNow and connected systems, without performing configuration or development yourself.
Drive standardization and alignment to out-of-the-box capabilities and platform-first design principles.
Lead AI capability enablement across the domains, identifying and prioritizing high-value use cases (Now Assist, Predictive Intelligence, Virtual Agent, AI Search), defining requirements for GenAI summarization, classification, routing, and conversational AI, and ensuring responsible AI, data privacy, and governance alignment.
Spend roughly half your time with the Scrum team, shaping stories, answering questions, joining sprint ceremonies (planning, refinement, review, retrospective), and keeping what is being built on track.
Operate within Agile frameworks (Scrum, SAFe) and apply ITIL service management practices to backlog and process decisions.
Maintain backlog readiness and support Agile execution; coordinate UAT, release validation, and adoption readiness from an ownership and acceptance standpoint rather than hands-on build.
Spend roughly the other half of your time with stakeholders, gathering feedback, validating progress, and ensuring the solution actually fits the business.
Serve as the primary interface between business stakeholders and the delivery team; facilitate workshops to gather, refine, and challenge requirements before they enter the backlog.
Lead change and communication across a large, diverse group of stakeholders, routing incoming requests onto the correct governance path.
Mentor and guide technical team members, fostering a collaborative, high-performance culture, and shield developers and administrators from direct, unmanaged stakeholder asks to preserve delivery capacity.
Identify gaps, reduce complexity, and simplify without compromising requirements or platform standards.
Improve process maturity, automation, and adoption within the domains, working autonomously and across technology, data, and functional teams to deliver agreed outcomes.
Drive measurable results such as operational efficiency, cost optimization, and improved user experience.
Define, track, and report KPIs that measure capability performance and value delivered.
Present complex technical concepts and roadmap decisions clearly to business leaders and stakeholders through strong verbal and written communication.