ServiceNow Product Owner

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