Product Owner

ServiceNow Product Owner / Business Analyst- OM & CSM

Location: Full-remote in EU

Experience Level: 4+ Years

Employment Type: Long term -Full time Contract

Role Overview:

We are seeking a highly motivated and experienced ServiceNow Product Owner / Business Analyst to join a dynamic team supporting large-scale transformation initiatives. The selected candidate will serve as a critical link between internal stakeholders, the Product Manager, and the implementation team.

Key Responsibilities:

• Gather, analyze, and review internal customer requirements.
• Maintain and prioritize a product backlog in collaboration with external vendors and fellow Product Owners / Business Analysts.
• Evaluate demands in relation to ServiceNow’s out-of-the-box capabilities and propose best-practice-aligned or alternative solutions when necessary.
• Provide guidance on platform capabilities and process enhancements.
• Stay up to date on product evolutions and share relevant insights with team members.
• Work independently within assigned responsibilities, involving peers and leadership when needed.
• Organize and support User Acceptance Testing (UAT), including the development and maintenance of key test scenarios.
• Propose and drive continuous improvement initiatives within the functional scope.
• Lead or co-lead functional workshops with end users, ensuring critical topics are addressed effectively.

Technical & Functional Requirements:

• 4+ years of hands-on experience in a Product Manager / Product Owner role on the ServiceNow platform.
• Strong expertise and hands-on experience with:

Order Management (OM)

Customer Service Management (CSM) – including case management, CSM portal, and related processes

IT Service Management (ITSM) – including incident and request management

Core ServiceNow Platform

• Familiarity with Common Service Data Model (CSDM) is a plus.
• Good understanding of ITIL frameworks.
• Experience in large-scale transformation projects is an advantage.
• Solid knowledge of Agile SCRUM methodology.

Core Competencies:

• Skilled in facilitating workshops and delivering effective demos.
• Excellent written and verbal communication skills in English.
• Strong interpersonal skills, with a collaborative and open-minded attitude.
• Ability to simplify complex concepts for diverse audiences.
• Experience working in distributed, multicultural teams.