Service Now – CSM Product Owner

Goal of Function:

The ServiceNow CSM Product Owner will be responsible for managing the development and enhancement of our Global ServiceNow CSM platform, ensuring it meets business needs and delivers value to the organization. This role requires a strategic thinker with a strong background in customer service management, excellent communication skills, and the ability to collaborate with cross-functional teams.

Tasks:

• Product Strategy and Vision: Define and communicate the product vision/roadmap and strategy for the ServiceNow CSM platform, aligning with organizational goals and objectives.
• Backlog Management: Create, prioritize, and maintain the product backlog, ensuring it reflects business priorities and requirements.
• Stakeholder Engagement: Work closely with stakeholders to gather requirements, understand their needs, and translate them into actionable user stories and features.
• Development Oversight: Collaborate with development teams to ensure timely delivery of high-quality features and enhancements. Participate in sprint planning, review, and retrospective meetings.
• User Acceptance Testing (UAT): Oversee UAT processes, ensuring new features and enhancements meet the acceptance criteria and deliver the expected value.
• Performance Monitoring: Monitor the performance and usage of the ServiceNow CSM platform, identifying areas for improvement and driving continuous enhancement.
• Training and Support: Provide training and support to end-users, ensuring they are effectively using the platform. Develop and maintain user documentation and training materials.
• Market and Technology Trends: Stay up-to-date with industry trends, best practices, and emerging technologies related to customer service management and the ServiceNow platform.
• Collaborate with other DTI teams to improve overall service management capability.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• At least 5 – 7 years of experience in ServiceNow as a product owner, with at least 3 years of hands-on experience with the ServiceNow platform, specifically with CSM..
• ServiceNow Certified System Administrator (CSA) and/or Certified Implementation Specialist – CSM is preferred.
• Supporting management in the development of Service Now technology strategies and roadmaps with pragmatic, agile, practical and solution-oriented approaches.
• Management of various implementations of service management technologies, e.g. testing, migration of learning content, interfaces, legal requirements (quality management requirements) and information security requirements.
• Knowledge of enterprise wide end to end processes like Procure to Pay, Hire to retire etc advantageous
• Very good skills in using Microsoft Office applications (or comparable)
• Very good skills in dealing with ServiceNow
• Strong understanding of customer service management processes and best practices.
• Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels.
• Proven ability to manage and prioritize a product backlog.
• Experience working in an Agile/Scrum development environment.
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• English (written and oral), further language skills advantageous
• Willingness to travel when implementing products