IT Product Owner Lead - ServiceNow

The ServiceNow Product Owner is accountable for the product vision, roadmap, backlog, and value realization of Mosaic's ServiceNow platform and digital workflow capabilities. This role represents business and user priorities, translates demand into clear outcomes and actionable work, and partners with process owners, platform leadership, architects, delivery teams, and vendors to deliver secure, scalable, and supportable solutions. The position governs prioritization, acceptance, adoption, and continuous improvement across ServiceNow products and modules while balancing business value, platform strategy, technical sustainability, risk, and available capacity. 

• Own and maintain the ServiceNow product vision, multi-year roadmap, objectives, and prioritized backlog. Evaluate demand based on business value, strategic alignment, risk, dependencies, user impact, regulatory needs, platform fitness, and delivery capacity; make and communicate prioritization decisions.  
• Partner with business stakeholders, process owners, users, platform leadership, architects, and delivery teams to discover and define desired outcomes. Translate approved demand into epics, features, user stories, acceptance criteria, process requirements, and measurable success indicators that are clear and ready for delivery. 
• Lead product delivery from intake through release by providing timely decisions and clarifications, participating in planning, refinement, reviews, and demonstrations, resolving priority and scope questions, managing dependencies, and ensuring the team is working on the highest-value outcomes.  
• Coordinate user acceptance testing and stakeholder sign-off, confirm delivered work meets acceptance criteria, support release readiness and adoption, monitor product usage and outcome measures, and use feedback and performance data to drive continuous improvement. 
• Support platform governance, financial stewardship, and lifecycle planning by promoting out-of-box capabilities and reusable solutions, controlling unnecessary customization and technical debt, contributing to upgrade and module adoption plans, monitoring licensing and vendor commitments, maintaining product documentation, and performing other job duties and projects assigned. 
  

• Bachelor's degree in Business, Information Technology, Computer Science, or related field or equivalent experience.
• Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager, or equivalent Agile product certification or experience (Preferred) 
• ITIL Foundation (Preferred) 
• Minimum 5 years of experience in product ownership, product management, business analysis, platform delivery, or a related technology role 
• Demonstrated experience owning a product roadmap and backlog and prioritizing competing demand across multiple stakeholders 
• Experience translating business needs into epics, features, user stories, acceptance criteria, process requirements, and measurable outcomes 
• Working knowledge of ServiceNow capabilities and enterprise workflow platforms; experience with ITSM and one or more of ITOM, ITAM, HRSD, SPM, SecOps, or App Engine preferred 
• Experience with Agile delivery practices, backlog refinement, planning, demonstrations, user acceptance testing, release readiness, and value realization 
• Understanding of platform governance, out-of-box-first design, technical debt, integrations, data quality, security, risk, compliance, and lifecycle management 
• Experience using Jira, ServiceNow Agile Development, Azure DevOps, or comparable work-management tools 
• Experience working with global, cross-functional teams and external service providers or vendors 
• Strong business acumen, analytical thinking, negotiation, facilitation, and decision-making abilities.
• Working knowledge of ServiceNow and its core workflow, reporting, dashboard, demand, portfolio, and Agile delivery capabilities 
• Proficiency with Jira or similar backlog-management tools, Microsoft 365, process-mapping tools, and data/reporting tools 
• Strong product leadership and ability to communicate a clear vision, priorities, decisions, and expected outcomes 
• Excellent verbal, written, listening, facilitation, negotiation, and presentation skills 
• Ability to influence without direct authority and align diverse business and technical stakeholders 
• Sound judgment and willingness to make transparent trade-off decisions based on value, risk, dependencies, and capacity 
• Strong organizational skills with the ability to manage multiple priorities, dependencies, and deadlines 
• Customer- and employee-focused mindset balanced with platform governance, sustainability, and enterprise standards 
• Ability to challenge unclear requirements, prevent unplanned scope growth, and maintain a ready, prioritized backlog 
• Strong analytical, problem-solving, conflict-resolution, and continuous-improvement skills 
• Ability to work effectively across cultures, functions, and geographic regions 
• Self-motivated, highly professional, collaborative, and results-oriented