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ServiceNow Product Owner

THE WOODLANDS-77384, TX, US
09/09/2020

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Required Skills

writing skills, problem-solving skills

Company

Infinity Consulting Solutions, Inc

Experience

5 to 10 Year(s)

Job Description

Brief Description: Direct the corporate Service Management effort by providing leadership over the functional design and practical use of the ServiceNow platform.

Provide strategic oversight in enabling ServiceNow functionality while aligning to service management best practices.

Control demand by establishing an agile development environment and prioritizing work.

Focus on business value and deliver viable solutions that utilize and extend the ServiceNow platform.
Lead and direct the work stream of the ServiceNow support team.

Description of Responsibilities:

Establish and continually reinforce the product vision and purpose of the ServiceNow platform

Define a roadmap and liaison with stakeholders within and outside of IT

Form and maintain a product backlog and prioritize output by business value

Establish an agile (scrum) framework and build an empowered scrum team

Promote and demonstrate the value of ServiceNow platform and integrated systems/processes

Extend capabilities across business lines by proactively recommending untapped potential in the platform while clearly articulating cost/no-cost impacts and assumptions

Manage all aspects of ServiceNow platform administration to help deliver a quality ServiceNow experience for our diverse customer base

Establish best practices using out-of-box functionality; customizing sparingly to meet justified and unique business opportunities

Manage the reliability and operational efficiency of the platform

Manage release management processes ensuring new features and enhancements are successfully deployed across the lifecycle

Establish a self-service environment by offering a knowledge base of ServiceNow topics

Increase self-service and incident deflection by offering Service Portal and Now Mobile solutions, and explore licensed capabilities such as Agent Workspace and Walk-In Experience

Track and manage ServiceNow usage and licensing compliance

Support efforts to adopt new functionality in support of business objectives

Maintain a high level of familiarity with current/upcoming platform capabilities

Ensure story acceptance criteria, applicable testing frameworks and QA/UAT test cases are in place to ensure high quality deliverables from our team

Participate in our strategy to deploy automated testing frameworks and engage in a culture of continual improvement with regards to delivering world class solutions

Interaction and partnership with business stakeholders to define scope and objectives based on business needs

Communicate impact of upcoming changes and releases to stakeholders

Serve as an advocate for key stakeholders within and outside of IT

Coordinate with process owners and direct work of ServiceNow administrators and developers

Perform other duties as assigned

Qualifications/Requirements:

Minimum 10 years of platform administration; 5+ years of ServiceNow platform experience

Bachelor's degree in Information Systems or Business, or equivalent education and/or experience in a relevant field

Experience in the IT industry reinforcing ITIL and IT Service Management best practices

Strong working knowledge of ITSM topics (service desk, incident/problem/change management, knowledge, request fulfillment) and ITBM topics (idea, demand, project, cost plans, resource plans, portfolios, programs)

Willingness and drive to learn ITAM topics (hardware and software asset management, procurement, contracts), ITOM topics (CMDB, discovery, service mapping, APM, event management), and core platform features such as automated testing and flow designer

Exhibit outstanding leadership, teamwork, inter-personal, facilitation, organizational, process, listening and communication skills with a proven ability to meet deadlines

Proven ability to work with a diverse and distributed workforce

Ability to interact and develop strong customer relationships

Ability to work in a multi-office environment and willingness to travel to other offices as required

Excellent verbal communication, presentation, and writing skills

Strong leadership, business analysis and problem-solving skills

Ability to decompose problems and make decisions when solutions are not 100% defined

Ability to distinguish and focus on high value work vs. high urgency work

Proven track record of setting targets, executing plans, and delivering results

Proactive in communicating recommendations rather than waiting to be asked

Ability to plan and provide structure and organization in a fast paced, changing environment

ITIL certification (v3-v4) strongly desired

Scrum product owner certification strongly desired

ServiceNow certifications (administrator, implementation, asset, PPM, etc.) desired