ServiceNow Product/Process Owner

Koniag Government Services•Washington, DC

1d•Hybrid

About The Position

Koniag Advisory and Business Solutions, a Koniag Government Services company, is seeking a ServiceNow Product / Process Owner to support the Digital Workplace workforce by owning product direction, process outcomes, backlog priorities, and stakeholder alignment for ServiceNow capabilities. The successful candidate will ensure platform work produces measurable operational value and aligns with service management and digital workplace objectives. Work will be performed at the client's facility or customer approved remote locations during Eastern Time core business hours. The ServiceNow Product / Process Owner will define product priorities and process outcomes for assigned ServiceNow capabilities.

Requirements

Bachelor's degree in Business, Information Systems, Public Administration, Computer Science, or a related discipline, or equivalent work experience.
5+ years of experience as a product owner, process owner, service owner, business analyst, or ITSM lead.
Experience supporting ServiceNow, enterprise workflow, ITSM, service management, or digital workplace products.
Strong product ownership, backlog management, process design, stakeholder facilitation, prioritization, and acceptance decision skills.
Working knowledge of ServiceNow capabilities and service management processes.
Ability to define measurable outcomes, process controls, KPIs, and user adoption needs.
Strong communication skills with the ability to align business, technical, and operational stakeholders.
Ability to obtain a Public Trust clearance.

Nice To Haves

Certified Scrum Product Owner, SAFe Product Owner/Product Manager, ITIL Foundation, or ServiceNow certification.
Experience owning federal service management, platform, or business process modernization outcomes.
Experience with SPM, ITSM, CSM, HRSD, SecOps, CMDB/CSDM, service catalog, or knowledge management products.
Familiarity with Jira, Confluence, Power BI, roadmap tools, and Agile delivery metrics.

Responsibilities

Own assigned ServiceNow product or process backlog, roadmap inputs, priorities, acceptance criteria, and outcome measures.
Translate stakeholder needs, process pain points, policy requirements, and operational goals into actionable features and user stories.
Define process models, roles, handoffs, controls, KPIs, service levels, and governance expectations.
Partner with architects, business analysts, developers, QA, admins, and change managers to guide delivery from concept through adoption.
Make prioritization decisions using mission value, user impact, compliance, risk, complexity, and capacity considerations.
Support demos, UAT, release readiness, adoption planning, and continuous improvement based on user feedback and operational metrics.