Overview

We are seeking a dynamic Product Owner - ServiceNow (ITSM - Incident Management) to join our team. In this role, you will lead the strategic direction, design and execution of our ServiceNow solutions while ensuring alignment with organizational goals and delivering optimal user experiences. You will collaborate across teams to influence both technical and business outcomes, playing a critical role in enhancing our IT service management capabilities.

Responsibilities

  • Define and execute the product strategy for ServiceNow offerings in collaboration with the Digital Product Manager to align with business objectives
  • Gather, prioritize and manage product requirements from stakeholders, clients and cross-functional teams, ensuring clarity for development teams
  • Contribute to the creation and maintenance of the product roadmap, aligning it with market trends and organizational goals
  • Maintain a well-defined and prioritized product backlog with user stories that have clear acceptance criteria
  • Lead the matrixed product team by providing mentorship and task assignment authority to achieve the product vision
  • Ensure workflows are designed to reduce operational challenges by leveraging a deep understanding of IT operations and ITIL processes
  • Oversee incident, problem, change and request management, ensuring processes effectively align with user and business needs
  • Drive stakeholder engagement by communicating priorities, managing expectations and focusing on business outcomes
  • Apply Agile practices to manage an ITSM backlog, break down large initiatives and deliver incremental value consistently

Requirements

  • 5+ years of hands-on experience with the ServiceNow ITSM platform, including Incident, Problem, Change and Request Management as well as workflows for knowledge, SLAs and other out-of-the-box vs customized capabilities
  • Real-world understanding of IT operations and ITIL processes, particularly in service desks, resolver groups and major incident management
  • Proficiency in managing product backlogs, writing user stories with clear acceptance criteria and leading Agile processes in ITSM contexts
  • Strong skills in product ownership, stakeholder management and cross-functional collaboration to ensure alignment of goals and priorities
  • Working knowledge of process optimization strategies to reduce operational inefficiencies and enhance ITSM workflows
  • Upper-Intermediate English language proficiency (B2)

Nice to have

  • Certifications in ServiceNow, ITIL or Agile methodologies
  • ServiceNow Certified System Administrator (CSA) qualification or ServiceNow Administration Fundamentals knowledge
  • Familiarity with ServiceNow Event Management Fundamentals and other modules aligned with the Common Services Data Model (CSDM)
  • ITIL v3/v4 or Agile SAFe certifications
  • Experience designing or implementing use cases with ServiceNow NowAssist

[GTS] Benefits (generic, except India)

  • International projects with top brands
  • Work with global teams of highly skilled, diverse peers
  • Healthcare benefits
  • Employee financial programs
  • Paid time off and sick leave
  • Upskilling, reskilling and certification courses
  • Unlimited access to the LinkedIn Learning library and 22,000+ courses
  • Global career opportunities
  • Volunteer and community involvement opportunities
  • EPAM Employee Groups
  • Award-winning culture recognized by Glassdoor, Newsweek and LinkedIn