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ServiceNow Product Owner

HUB International Chicago, IL

Chicago, IL

Today

$100k - $120k/yr Full time Ai Workflows Help Desk Help Desk Support

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Job Description

Own the roadmap for ServiceNow automation and AI delivery, with a focus on reducing routine L1 helpdesk demand through deflection.

Roadmap ownership: Own and maintain the automation and AI roadmap across the five ITSM process areas: incident, request, knowledge, problem, and change.
Deflection-first sequencing: Prioritize deflection work ahead of post-creation automation investment using established ROI logic.
Readiness thresholds: Define and track readiness thresholds for each process area based on baseline metrics.
Virtual Agent targeting: Prioritize incident types for Virtual Agent deflection using volume, deflection potential, and data quality.
Success metrics: Own deflection rate, human-touched ticket volume, and ROI metrics as primary measures of progress.
Performance monitoring: Report progress versus baseline metrics and flag deflection plateaus that indicate readiness to shift investment toward post-creation automation.
Business case: Build and maintain the business case supporting continued automation and AI investment.
Data-driven discovery: Analyze incidents, escalation, and ticket data to identify high-volume, high-friction topics for automation or Virtual Agent deflection.
Verify GenAI capability: Confirm actual GenAI activation state in the Now Assist Admin panel rather than relying on vendor or marketing materials.
Capability distinction: Distinguish true Now Assist capability from legacy Predictive Intelligence and Agent Assist functionality.
Architecture collaboration: Partner with the Architect on design decisions including NLU training, Virtual Agent topic structure, and CMDB integration points.
QA alignment: Partner with QA on acceptance criteria for deflection accuracy and release readiness.
Post-launch improvement: Monitor deployed automations after release, identify underperforming flows, and drive continuous improvement.
Developer direction: Direct existing ServiceNow developers on build priorities without duplicating hands-on implementation work.
Vendor/partner evaluation: Evaluate vendor and partner capability, delivery history, and risk factors such as vertical specialization mismatches.
RFP management: Manage competitive RFP processes when needed, including scoring criteria and reference checks.
Decision support: Present vendor and partner recommendations to leadership for final approval, with final selection authority held by the ITSM Initiative Lead.
Accountability for delivery: Hold vendors and partners accountable to scope, timeline, and knowledge-transfer commitments so implementation expertise transfers in-house.
Stakeholder communication: Communicate roadmap status, risks, and tradeoffs to leadership and other stakeholders.
Problem management coordination: Coordinate with problem management to route recurring incident types into root-cause elimination efforts.
Operational change enablement: Manage expectations with end users and support staff as L1 ticket volume and agent responsibilities shift.

Requirements

Demonstrated experience with ServiceNow ITSM modules and hands-on familiarity with Now Assist, Virtual Agent, and Predictive Intelligence.
Experience owning a product roadmap or similar prioritization function, including metric-driven decision making.
Working knowledge of Flow Designer, orchestration, and integration patterns sufficient to direct and evaluate developer work.
Experience evaluating vendors or implementation partners, including RFP processes.
Strong written and verbal communication skills for stakeholder reporting.

Technologies

ServiceNow ITSM
Now Assist
Virtual Agent
Predictive Intelligence
Flow Designer
Orchestration
NLU training
CMDB

Location

Chicago, IL (onsite)

Compensation

USD 100,000 - 120,000 per yearly

Minimum Qualifications

5+ years of experience
Bachelor's degree (4-year degree)

Benefits

Health/dental/vision/life/disability insurance
FSA, HAS and 401(k) accounts
Paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays
Eligible annual bonuses, equity and commissions may be available for some positions

Preferred

ServiceNow CIS-ITSM certification
ServiceNow Now Assist Skill Kit certification or equivalent hands-on experience
Experience with ServiceNow releases Xanadu or Yokohama
Background in problem management or root-cause elimination disciplines

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