ServiceNow Product Owner

Job Description The Global Technology Service Management function is a new team charted with designing, implementing and managing next generation Service Management policies, processes and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees. Position Summary The ITSM Service Operations Product Owner manages and delivers against the IT Service Management product roadmap, prioritizes stories and epics, and ensures delivery of key outcomes. They perform stakeholder analysis and collaborate to understand their business processes to facilitate gathering requirements and product design. The Service Operations Product Owner is responsible for delivery of a best in class Incident, Major Incident, and Problem management product for Bank of America. Job Responsibilities: u2022u2003Develop and maintain knowledge of ServiceNow modules, including ITSM and ITOM u2022u2003Collaborates with the Head of ITSM product management to develop product strategy, objectives and key results u2022u2003Design and implement Incident, Major Incident, and Problem workflows, business rules, controls, reporting and other required features to satisfy process requirements u2022u2003Conduct stakeholder and user analysis to understand needs and key opportunities to inform feature prioritization on an on-going basis u2022u2003Maintain a tight partnership with Observability product owners to ensure roadmap alignment u2022u2003Maintains a product roadmap to deliver against objectives and key results u2022u2003Conducts continuous planning and design to ensure a robust and high-quality product backlog u2022u2003Evaluates and prioritizes demand and decomposes into deliverable features u2022u2003Collaborate closely with engineering leads and architects on product design and implementation strategies u2022u2003Facilitate product design workshops with key stakeholders u2022u2003Documents high quality epics, features and stories to maintain the product backlog u2022u2003Lead and participate in key product planning and agile delivery routines u2022u2003Collaborate with scrum master to remove delivery blockers and increase delivery velocity u2022u2003Validate developed features meeting acceptance criteria u2022u2003Maintain evidence required for change and release management for product implementations u2022u2003Evaluate impact and drive user adoption of new product features The Global Technology Service Management function is a new team charted with designing, implementing and managing next generation Service Management policies, processes and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees. Position Summary The ITSM Service Operations Product Owner manages and delivers against the IT Service Management product roadmap, prioritizes stories and epics, and ensures delivery of key outcomes. They perform stakeholder analysis and collaborate to understand their business processes to facilitate gathering requirements and product design. The Service Operations Product Owner is responsible for delivery of a best in class Incident, Major Incident, and Problem management product for Bank of America. Job Responsibilities: u2022u2003Develop and maintain knowledge of ServiceNow modules, including ITSM and ITOM u2022u2003Collaborates with the Head of ITSM product management to develop product strategy, objectives and key results u2022u2003Design and implement Incident, Major Incident, and Problem workflows, business rules, controls, reporting and other required features to satisfy process requirements u2022u2003Conduct stakeholder and user analysis to understand needs and key opportunities to inform feature prioritization on an on-going basis u2022u2003Maintain a tight partnership with Observability product owners to ensure roadmap alignment u2022u2003Maintains a product roadmap to deliver against objectives and key results u2022u2003Conducts continuous planning and design to ensure a robust and high-quality product backlog u2022u2003Evaluates and prioritizes demand and decomposes into deliverable features u2022u2003Collaborate closely with engineering leads and architects on product design and implementation strategies u2022u2003Facilitate product design workshops with key stakeholders u2022u2003Documents high quality epics, features and stories to maintain the product backlog u2022u2003Lead and participate in key product planning and agile delivery routines u2022u2003Collaborate with scrum master to remove delivery blockers and increase delivery velocity u2022u2003Validate developed features meeting acceptance criteria u2022u2003Maintain evidence required for change and release management for product implementations u2022u2003Evaluate impact and drive user adoption of new product features We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: Skills and Requirements Required Skills u2022u20034+ years of experience in a product management or related role u2022u20032+ years operating in an agile delivery model u2022u2003Experience implementing or managing Incident and Problem management on ServiceNow u2022u2003ITIL foundation certified u2022u2003Strong technical knowledge and business acumen u2022u2003Stakeholder analysis and management skills u2022u2003Strong verbal and written communication skills u2022u20032+ years ServiceNow implementation experience u2022u2003Experience working in banking or other highly regulated industry u2022u2003Strong understanding of the ServiceNow common services data model u2022u2003Completion of designated ServiceNow learning pathway courses u2022u2003Experience in Business Transformation projects, ServiceNow, or ITSM u2022u2003ITIL V3 Expert or V4 Managing Professional u2022u2003Completion of designated ServiceNow learning pathway courses u2022u2003Experience in Business Transformation projects, ServiceNow, or ITSM u2022u2003Experience in Event Management integration and automation

Created: 2026-04-17