ServiceNow Product Owner

Position Summary

The ServiceNow Product Owner is responsible for defining and executing the strategic vision, roadmap, and continuous evolution of the ServiceNow platform across the enterprise. This is a leadership role requiring demonstrated experience managing and leading teams responsible for ServiceNow delivery, administration, development, and platform operations .

The Product Owner serves as the primary liaison between business stakeholders, technology leadership, ServiceNow delivery teams, and external partners. This individual will provide direction to cross-functional ServiceNow resources, establish priorities, remove delivery obstacles, and ensure the platform delivers measurable business value, operational efficiency, and an exceptional user experience.

The ServiceNow Product Owner owns the platform backlog, prioritizes enhancements, drives adoption, establishes governance, and aligns ServiceNow capabilities with organizational objectives. This individual will translate business needs into actionable platform initiatives and oversee the successful delivery of ServiceNow solutions across modules such as ITSM, ITOM, HRSD, CSM, Asset Management, Service Catalog, Knowledge Management, and Service Portal.

Principal Duties and Responsibilities

1. Develop and maintain the enterprise ServiceNow product vision, strategy, and multi-year roadmap aligned with business objectives and technology strategy.
2. Lead and provide direction to ServiceNow developers, administrators, architects, business analysts, quality assurance professionals, and other platform delivery resources.
3. Manage team priorities, resource assignments, workload distribution, performance expectations, and delivery commitments across ServiceNow initiatives.
4. Build a collaborative, accountable, and customer-focused ServiceNow team culture while mentoring team members and supporting their professional development.
5. Serve as the primary business owner and advocate for the ServiceNow platform, ensuring platform investments deliver measurable business outcomes and operational improvements.
6. Partner with business and technology leaders to identify opportunities for automation, process optimization, workflow transformation, and improved employee and customer experiences.
7. Own and manage the ServiceNow product backlog, including the prioritization of enhancements, technical debt, defects, platform upgrades, and new capabilities based on business value, risk, capacity, and strategic alignment.
8. Translate business requirements into epics, features, user stories, acceptance criteria, and measurable business outcomes.
9. Lead discovery sessions, requirements workshops, stakeholder interviews, and solution-planning meetings to understand business challenges and define scalable ServiceNow solutions.
10. Coordinate the work of internal ServiceNow teams, implementation partners, managed service providers, and other vendors to ensure alignment with platform standards, priorities, budgets, timelines, and expected outcomes.
11. Establish and maintain ServiceNow governance processes,



development standards, release controls, and platform best practices to support stability, scalability, compliance, and long-term sustainability.
12. Lead or participate in ServiceNow governance boards and steering committees, communicating roadmap progress, risks, dependencies, resource needs, and platform performance to senior leadership.
13. Drive platform adoption by promoting ServiceNow capabilities, identifying new use cases, and developing strategies that increase utilization and business-value realization.
14. Monitor platform performance, user satisfaction, adoption, service metrics, and KPIs to measure success and identify opportunities for continuous improvement.
15. Coordinate ServiceNow release planning, upgrade readiness, testing strategies, change management, and production deployment activities across business and technical teams.
16. Manage multiple concurrent ServiceNow initiatives, proactively identifying and resolving delivery risks, resource constraints, priority conflicts, and cross-functional dependencies.
17. Work across regions, functions, and business units to align priorities, resolve conflicts, and maintain a consistent enterprise approach to ServiceNow delivery.
18. Facilitate Agile ceremonies, including backlog refinement, sprint planning, daily stand-ups, sprint reviews, retrospectives, and stakeholder demonstrations.
19. Provide executive-level updates regarding platform strategy, roadmap execution, team performance, delivery progress, risks, and business outcomes.
20. Perform other duties as assigned.

Job Specifications

Education and Certifications

- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; equivalent professional experience will be considered.
- Agile Product Owner, Scrum Product Owner, or equivalent certification preferred.
- ServiceNow Certified System Administrator or related ServiceNow certification preferred.
- Strong understanding of IT Service Management principles and enterprise service delivery.

Experience and Skills

- Eight or more years of experience in product ownership, business analysis, service delivery, IT operations, enterprise applications, or related technology leadership.
- Five or more years of direct experience working with the ServiceNow platform.
- Demonstrated managerial or team leadership experience within a ServiceNow environment.
- Proven experience leading cross-functional ServiceNow teams that may include developers, administrators, architects, business analysts, quality assurance professionals, and external delivery partners.
- Experience managing team priorities, resource capacity, delivery commitments, performance expectations,



and competing business demands.
- Demonstrated experience overseeing ServiceNow implementations, enhancements, upgrades, releases, and platform-governance programs.
- Strong understanding of ServiceNow modules, including ITSM, ITOM, HRSD, CSM, Asset Management, Service Catalog, Knowledge Management, Service Portal, and Workflow Automation.
- Proven ability to develop product roadmaps and align ServiceNow investments with enterprise business objectives.
- Strong experience managing Agile backlogs, defining user stories and acceptance criteria, and prioritizing development activities.
- Excellent stakeholder-management, executive-communication, and team-leadership skills.
- Demonstrated ability to influence cross-functional teams, manage conflict, and build consensus among competing priorities.
- Strong analytical and problem-solving skills, with the ability to balance strategic leadership with tactical execution.
- Experience designing and improving business processes using ServiceNow workflows and automation capabilities.
- Working knowledge of ServiceNow platform architecture, integrations, APIs, security, and development best practices.
- Experience measuring product and team success through KPIs, adoption metrics, delivery performance, service outcomes, and stakeholder satisfaction.
- Exceptional presentation, facilitation, coaching, and relationship-building skills.
- Proven ability to lead multiple initiatives and delivery teams within a complex integral enterprise environment.

Preferred Qualifications

- ServiceNow Certified Application Developer, Certified Implementation Specialist, or Certified Technical Architect certification or relevant exposure.
- Experience managing or leading ServiceNow platform teams in a global enterprise environment.
- Experience with direct personnel management, including coaching, performance management, resource planning, and professional development.
- Experience leading platform-governance boards and executive steering committees.
- Knowledge of ITIL frameworks and IT Service Management best practices.
- Experience leading digital-workflow transformation and enterprise-automation initiatives.
- Insurance, financial services, or other highly regulated industry experience.
- Experience managing relationships with ServiceNow, implementation partners, consulting firms, managed service providers, and other technology vendors.

Success Measures

- Effective leadership, development, and retention of the ServiceNow platform team.
- Consistent delivery of ServiceNow initiatives within agreed priorities, timelines, budgets, and quality standards.
- Increased adoption and utilization of ServiceNow capabilities.
- Reduction in manual processes through workflow automation.
- Improved service-delivery KPIs and operational efficiency.
- Successful execution of the ServiceNow strategic roadmap.
- High stakeholder satisfaction and measurable business-value realization.
- Consistent platform governance, stability, scalability, security, and compliance.

📌 ServiceNow Product Owner (México)
🏢 Aptonet
📍 México