ServiceNow Product Owner

TEKsystems•Baltimore, MD

15d•$148,200 - $222,400•Remote

About The Position

The ServiceNow Product Owner contributes to the growth, effectiveness, and profitability of the organization by leading the vision, development and operational excellence of our ServiceNow platform as a service for multiple customers, both internal and external. The Product Owner is a strategic and execution-focused individual who balances business priorities with sound architectural design and governance, adhering to out of box best practices while ensuring scalable and high-quality service delivery across domains. The Product Owner may also be assigned to client engagements as a billable technical resource. This requires experience in solution consulting for ServiceNow and familiarity with a wide range of technologies. The Product Owner is expected to have the experience and background to perform all the duties described below for engagements that are focused on ServiceNow consulting/delivery management, including resource management, deliverables development, project planning and executions, adherence to contract attributes and costing, customer interaction, and other key aspects of solution based managed services. This role supports consulting revenues ranging between $5M and $10M annually.

Requirements

ServiceNow Certified System Administrator
BA or BS degree in a related field
Minimum 5 years ServiceNow product ownership, platform management, or solution architecture
Minimum 5 years experience building, integrating and delivering enterprise-wide solutions
Proven ITSM product/solution development management experience
Practical, hands-on experience with various versions of the ServiceNow platform
Strong Implementation experience on all core modules of the IT Service management product

Nice To Haves

ServiceNow Certified Implementation Specialist
Certified Master Architect or Certified Technical Architect preferred
ITIL foundations certification
MS degree
Work experience in professional services and consulting
Experience working in an MSP or multi-customer environment
Experience with several of the following ServiceNow products including: ITSM, ITOM, Virtual Agent, Integration Hub, AppEngine, SAMPro , HAMPro, FSM, CSM, HRSD, SPM and IRM.
Experience with NOW Assist AI development and configuration.
Experience configuring tables, forms, views, workflows, notifications to deploy and automate IT and business services delivered
CMDB experience with multiple sources of data including ServiceNow Discovery, Integrations with other tools, and data imports. Service Mapping experience is also a plus.
ServiceNow Integration experience with multiple of the following: Email, JDBC, JSON, LDAP, SOAP, REST, SCCM, SCOM, SMS, SSO - SAML 1.1, SSO - SAML 2.0, OpenID , Digest Authentication, ODBC, Data Export, CTI
Practical knowledge of web based development languages; specifically JavaScript, Ajax, HTML, CSS and ServiceNow API's, Web Services
Proposal and/or Statement of Work development experience

Responsibilities

Define and evolve the ServiceNow product vision and roadmap to support multi-tenant MSP operations.
Champion domain separation strategy to ensure secure, scalable customer environments.
Align platform capabilities with ITIL best practices and OOB functionality to minimize customization and maximize maintainability.
Work with members of the management team to understand project and business priorities and schedule work with development staff based on those priorities.
Exercise influence at many levels of the organization up to the Director Level.
Serve as a role model by promoting and demonstrating commitment to practice methodologies, processes and standards for both TEKsystems Global Services and industry-wide, recommending process improvements when necessary.
Lend expertise to internal IT teams and task forces as well as other IT projects/programs.
Own the backlog and prioritize features, enhancements, and fixes across multiple customer domains.
Collaborate with architects, developers, and QA teams to ensure timely and high-quality releases.
Ensure ServiceNow projects / engagements are delivered with the highest quality, on time, and on budget
Provide input to practice methodologies, standards and leading practices.
Monitor and manage adherence to methodologies and standards to ensure activities occur as planned.
Provide support in solution phases of sales engagement life cycle or in project planning phases.
Provides project level of effort and cost estimation
Oversee daily platform operations, ensuring SLAs, KPIs, and documented support processes are met.
Partner with support and service delivery teams to resolve incidents and implement continual service improvements.
Monitor platform health, usage, and performance across customer domains.
Proactively anticipate problems; define the problem; identify possible causes; work with team to identify solutions; select and implement the most appropriate solution.
Make key decisions based upon input from teams; solid understanding of IT Services principles; firm and business objectives and needs analysis.
Act as the primary liaison between internal teams and external customers for platform capabilities and roadmap.
Translate business needs into technical requirements and ensure alignment with platform strategy.
Provide regular updates to leadership on product performance, risks, and opportunities.