Job Description
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.