ServiceNow ITSM Product Owner

Forged Fiber 37 • Dallas, TX

15h

About The Position

The ServiceNow ITSM Product Owner is responsible for the vision, roadmap, governance, and continual improvement of Forged Fiber 37 Services, LLC’s ServiceNow IT Service Management platform. The role is the business owner for ITSM capabilities and ensures the platform supports operational excellence, service delivery, governance, and business objectives. It partners with IT Operations, Infrastructure, Security, Application Owners, and business stakeholders to advance process maturity, platform adoption, automation, CMDB governance, and operational resilience.

The Product Owner defines and maintains the ITSM roadmap; prioritizes enhancements and business requirements; and evaluates ServiceNow capabilities beyond ITSM and CMDB for potential expansion. The role owns core service-management processes, including Incident Management, Major Incident Management, Request Fulfillment, Change Enablement, Problem Management, Knowledge Management, Service Catalog Management, and Configuration Management (CMDB). It establishes process standards, drives standardization, identifies opportunities for automation, and aligns practices with ITIL.

The role manages the ServiceNow backlog and enhancement prioritization, facilitates governance and stakeholder reviews, and partners with administrators, developers, and vendors. It ensures platform capabilities align with business priorities and compliance requirements, and reports on platform performance and value realization.

The Product Owner also works with continuity, disaster recovery, infrastructure, security, and application stakeholders to support resilience and recovery objectives. This includes governing service and application ownership and dependency data; prioritizing CMDB, Service Mapping, Discovery, and service relationship initiatives; incorporating continuity requirements into relevant ITSM processes; and supporting continuity exercises, disaster recovery testing, audit readiness, and resilience initiatives.

The role serves as the business owner for ServiceNow consulting and managed-service engagements, gathers and prioritizes stakeholder requirements, coordinates platform improvements across technology and business teams, and communicates roadmap progress, risks, and opportunities to leadership.

Requirements

• At least 5 years of experience in IT Service Management, Product Ownership, IT Operations, or Service Delivery leadership.
• Experience managing ITSM processes and governance.
• Strong understanding of ITIL principles and service-management best practices.
• Experience working with cross-functional stakeholders and senior leadership.
• Ability to communicate complex technical concepts to non-technical audiences.

Nice To Haves

• ServiceNow Certified System Administrator (CSA) certification.
• ITIL Foundation certification.
• Product Owner certification such as CSPO, SAFe, or equivalent.
• Experience with CMDB, Service Mapping, ITOM, or Asset Management.
• Experience with Flexera software asset management.

Responsibilities

• Define and maintain the ServiceNow ITSM roadmap.
• Prioritize platform enhancements and business requirements, and assess capabilities beyond ITSM and CMDB for potential expansion.
• Drive platform improvements that enhance service quality, user experience, automation, and operational efficiency.
• Own core ITSM processes: Incident Management, including Major Incident Management; Request Fulfillment; Change Enablement; Problem Management; Knowledge Management; Service Catalog Management; and Configuration Management (CMDB).
• Define process standards and governance, drive process standardization across technology teams, identify bottlenecks and automation opportunities, and align processes with ITIL best practices.
• Manage the ServiceNow backlog and enhancement prioritization process.
• Facilitate governance and stakeholder review meetings.
• Partner with ServiceNow administrators, developers, and vendors.
• Ensure platform capabilities align with business priorities and compliance requirements.
• Provide leadership reporting on platform performance and value realization.
• Partner with continuity, disaster recovery, infrastructure, security, and application stakeholders to support resilience and recovery objectives.
• Establish governance for service ownership, application ownership, and dependency data needed for continuity planning and recovery.
• Prioritize CMDB, Service Mapping, Discovery, and service relationship initiatives that improve visibility into critical services and technology dependencies.
• Ensure Incident, Major Incident, Change Enablement, and Configuration Management processes incorporate continuity and recovery requirements.
• Support identification and documentation in ServiceNow of critical services, supporting applications, infrastructure dependencies, operational contacts, and recovery information.
• Collaborate with stakeholders on continuity exercises, disaster recovery testing, audit readiness, and operational resilience initiatives.
• Serve as business owner for ServiceNow consulting and managed-service engagements.
• Gather and prioritize business requirements from stakeholders.
• Coordinate platform improvements across technology and business teams.
• Communicate roadmap progress, risks, and opportunities to leadership.

Benefits

• Comprehensive package featuring a broad range of health, life, and voluntary lifestyle benefits and other perks intended to support physical, mental, emotional, and financial wellbeing.
• Reasonable accommodation for qualified individuals with disabilities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed