Customer Service Management Product Jobs

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Lead Product Owner (ServiceNow)

System One Reston, VA

Reston, VA

Today

$79 - $84/hr Contract Customer Service Management It Service Management IT Services

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Job Description

System One is seeking a Lead Product Owner (ServiceNow) for a hybrid contract-to-hire role in Reston, VA. This position owns product vision and delivery execution by partnering closely with ServiceNow development and administration teams.

Role Overview

The Lead Product Owner will define long-term product direction, maintain multi-year roadmaps, and ensure Agile delivery through disciplined backlog ownership. The role will translate business needs into epics, features, and user stories with clear acceptance criteria, while communicating priorities, risks, and dependencies to stakeholders and leadership.

Key Responsibilities

Own product vision, product strategy, and multi-year roadmaps.
Gather, prioritize, and refine business requirements.
Translate business requirements into epics, features, user stories, and acceptance criteria.
Manage and prioritize the product backlog.
Partner with ServiceNow development, administration, and configuration teams.
Lead key Agile activities including backlog refinement, sprint planning, sprint reviews, and release activities.
Identify opportunities for product enhancements, automation, and AI integration.
Define product goals, KPIs, and success metrics.
Communicate priorities, roadmaps, risks, and dependencies to stakeholders and leadership.

Required Qualifications

Minimum 9-11+ years of Product Owner experience.
Combination of Product Management and Product Owner experience will be considered only if there is significant Product Owner experience leading product strategy, roadmap development, backlog management, requirements definition, and Agile delivery.
Candidates with less experience will not be considered.
Experience owning product roadmaps, backlogs, and Agile delivery processes.
ServiceNow experience, including CRM and/or ITSM and/or CSM. CRM experience is preferred, and strong ITSM and/or CSM experience will also be considered.
Experience gathering business requirements and translating them into detailed technical requirements for development teams.
Experience creating and managing epics, features, user stories, and acceptance criteria.
Strong stakeholder management, communication, and facilitation skills.
Strategic thinker with strong problem-solving skills and a creative approach to product development.
Ability to succeed in a fast-paced environment and adapt to evolving technologies, including AI-enabled solutions.

Technologies

ServiceNow
CRM
ITSM
CSM
AI-enabled solutions
Generative AI
Agentic AI

Preferred Qualifications

Experience across multiple ServiceNow modules.
Experience with Generative AI and/or Agentic AI initiatives.
Certified Scrum Product Owner (CSPO) or similar Agile/Product certification.
Healthcare industry experience.

What Will Make Someone Stand Out

Deep ServiceNow Product Owner experience.
Experience with ServiceNow CRM.
Success building and executing product roadmaps across multiple ServiceNow modules.
Strong ability to bridge business and technical teams.
Experience identifying opportunities for AI adoption, automation, and product innovation.
Strategic vision combined with hands-on backlog ownership and Agile delivery leadership.

Location, Salary, and Employment Type

Location: Reston, VA (Hybrid)
Compensation: USD 79 - 84 per hour
Employment Type: Contract (contract-to-hire)

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