ServiceNow Product Owner (Remote)

Job summary

The role involves overseeing the ServiceNow platform to ensure its reliability, security, and compliance while driving continuous improvement. The position requires collaboration with various IT and business stakeholders to enhance service delivery and achieve measurable outcomes.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience.
• Over 5 years of experience managing large enterprise systems in complex organizations, with at least 3 years focused on ServiceNow administration and enhancement.
• Proven expertise in ServiceNow architecture, administration, and integrations, as well as experience in regulated environments with compliance frameworks like CSV/GxP.
• Strong communication skills with a customer-focused approach, capable of translating business needs into technical solutions.

Responsibilities

• Lead operations and reliability for ServiceNow, including ITSM, ITOM, and related modules.
• Design and implement enhancements, integrations, and workflow automation following best practices.
• Champion ITIL/ITSM processes and drive continual service improvement.
• Manage system upgrades, patches, and release cycles, ensuring thorough testing and deployment readiness.
• Ensure compliance with regulatory standards and maintain audit-ready documentation.
• Provide second-level support and develop clear SOPs and knowledge articles for first-level support.
• Coordinate cross-functional projects, managing backlogs and post-implementation support.

Skills

• Methodical problem-solving abilities with attention to detail.
• Ability to work independently with substantial planning and execution latitude.

Education

• ServiceNow certifications (CSA, CAD, CIS) and ITIL certifications preferred.
• Project management certifications (PMP, PRINCE2, Scrum Master) are a plus.

Tools

• Familiarity with data privacy, access management, and life-sciences regulations.