IT Product Owner Lead - ServiceNow

The ServiceNow Product Owner Lead role at The Mosaic Company focuses on shaping the product vision and delivering measurable value across the company’s ServiceNow platform and digital workflow capabilities. Based in Tampa, FL (onsite), you’ll help translate business demand into secure, scalable solutions while leading product delivery from planning through release, adoption, and continuous improvement.

What you’ll do

• Own the ServiceNow product direction, including the product vision, multi-year roadmap, objectives, and a prioritized backlog.
• Prioritize competing demand using business value, strategic alignment, risk, dependencies, user impact, regulatory needs, platform fitness, and delivery capacity, then clearly communicate decisions.
• Partner across the organization with business stakeholders, process owners, users, platform leadership, architects, and delivery teams to define desired outcomes.
• Turn demand into delivery-ready work by translating approved requirements into epics, features, user stories, acceptance criteria, process requirements, and measurable success indicators.
• Lead product delivery end-to-end, providing timely decisions and clarifications, supporting planning, refinement, reviews, and demonstrations, and ensuring the team focuses on highest-value outcomes while managing scope, priority questions, and dependencies.
• Drive acceptance and adoption through user acceptance testing and stakeholder sign-off, confirming delivery meets acceptance criteria, supporting release readiness, monitoring product usage and outcome measures, and applying feedback and performance data to improve.
• Support governance and lifecycle planning by promoting out-of-box capabilities and reusable solutions, controlling unnecessary customization and technical debt, contributing to upgrade and module adoption plans, monitoring licensing and vendor commitments, maintaining product documentation, and performing other assigned duties and projects.

What you’ll need

• Bachelor’s degree in Business, Information Technology, Computer Science, or related field (or equivalent experience).
• Minimum 5 years of experience in product ownership, product management, business analysis, platform delivery, or a related technology role.
• Agile product credentials including Certified Scrum Product Owner (CSPO), SAFe Product Owner/Product Manager, or equivalent Agile product certification or experience (preferred).
• ITIL Foundation (preferred).
• Proven experience owning a roadmap and backlog and prioritizing across multiple stakeholders.
• Experience translating business needs into epics, features, user stories, acceptance criteria, process requirements, and measurable outcomes.
• Working knowledge of ServiceNow capabilities and enterprise workflow platforms; experience with ITSM and one or more of ITOM, ITAM, HRSD, SPM, SecOps, or App Engine (preferred).
• Experience with Agile delivery practices, including backlog refinement, planning, demonstrations, user acceptance testing, release readiness, and value realization.
• Understanding of platform governance, out-of-box-first design, technical debt, integrations, data quality, security, risk, compliance, and lifecycle management.
• Experience using Jira, ServiceNow Agile Development, Azure DevOps, or comparable work-management tools.
• Experience collaborating with global, cross-functional teams and external providers or vendors.
• Strong business acumen plus analytical thinking, negotiation, facilitation, and decision-making skills.
• Strong product leadership with ability to communicate vision, priorities, decisions, and expected outcomes.
• Excellent verbal, written, listening, facilitation, negotiation, and presentation skills.
• Ability to influence without direct authority and align business and technical stakeholders.
• Sound judgment to make transparent trade-offs based on value, risk, dependencies, and capacity, along with strong organizational skills to manage multiple priorities and deadlines.
• Customer- and employee-focused mindset balanced with enterprise standards, ability to challenge unclear requirements, and skills in continuous improvement and conflict resolution.
• Ability to work effectively across cultures, functions, and geographic regions; self-motivated, collaborative, and results-oriented.

Tools and platforms you may work with: ServiceNow, ServiceNow Agile Development, Jira, Azure DevOps, Microsoft 365, ITSM, ITOM, ITAM, HRSD, SPM, SecOps, App Engine, SAFe, Scrum.