Senior Principal - SN ITSM Product Owner

Overview

The ServiceNow ITSM Product Owner maximises the value of ServiceNow ITSM by translating business needs into a prioritised backlog and leading delivery across the product lifecycle, within guardrails set by the SERVICENOW ITOM, ITAM & ITSM Product Manager and the Senior Director of SERVICENOW Platform & Enterprise Tools.

What you'll do

• Partner with business stakeholders to understand functional needs, refine requirements, and define product outcomes that support business priorities.
• Own and manage the Product backlog (e.g. Jira, ADO etc), ensuring epics, features and user stories are well-defined and supported by minimum data inputs (e.g. cost drivers, user volumes, risk/sensitivity, process impact, dependencies).
• Make prioritisation decisions for the Product backlog based on value, cost, risk, business continuity, and resource capacity, escalating only where strategic trade-offs are required.
• Lead the Product team's delivery activities, guiding Product Analysts and working with Engineers, Architects, and Testers to ensure solutions are fit-for-purpose, secure, compliant, supportable, and aligned to architectural standards.
• Drive operational readiness by applying a delivery readiness checklist covering support model requirements, training needs, continuity planning, configuration/runbook documentation, release notes, and user onboarding.
• Define and maintain the Product performance dashboard, tracking adoption, cycle time/throughput, stability/defects, UX signals (e.g. CSAT, SUS, completion rates), and support effort; use insights to drive continuous improvement.
• Ensure product changes follow required security controls, risk assessments, data handling policies, and regulated change processes, obtaining approvals from relevant SMEs where required.
• Support Solution Architects to assess design options and manage cross-Product dependencies, contract/interface impacts, and sequencing needs.
• Act as an escalation point for the Product team and business users on functional product issues, guiding decisions within agreed financial, risk, and architectural guardrails.
• Contribute to improving delivery practices, promoting agile (e.g. SaFe, Scrum), iterative, value-driven, and data-led ways of working, including measurement of benefits and operational impact.

What you'll need

• Bachelor's or Master's degree in a relevant field (e.g. Computer Science, Information Technology, or Engineering), or equivalent experience.
• Overall 15 years, and typically 5+ years of experience in product delivery, digital solutions, business systems, or process-led technology roles.
• Proven experience defining and prioritising functional requirements (e.g. epics, features, user stories) and managing a product backlog.
• Experience working within Enterprise HR Technology, Service Management, Corporate Systems, Legal & Compliance etc.
• Experience working directly with business stakeholders to translate needs into feasible, value-led technology changes.
• Demonstrated ability to make prioritisation decisions based on business value, process impact, risk, cost, and technology constraints.
• Experience leading delivery teams or analysts through the product lifecycle, from refinement and design through testing, release, and adoption.
• Familiarity with enterprise governance requirements such as change control, security, data protection, and regulatory/compliance considerations.
• Exposure to continuous improvement approaches (e.g. automation, process simplification, user-centred enhancements) that uplift product adoption, stability, or user experience.
• Experience working within agile delivery environments and using iterative planning, delivery, and release practices.
• Knowledge of functional domains within Global Functions (e.g. HR, Finance, Legal) and familiarity with enabling platforms (e.g. ServiceNow, Atlassian).
• Understanding of product performance measures and KPIs, with the ability to drive improvements in adoption, cycle time, stability, support effort, and user experience.
• Strong communication and influencing skills, able to explain technology constraints clearly and support stakeholders in making informed product decisions.
• Skilled in coaching and guiding Product Analysts and delivery team members to meet business needs and compliance expectations.
• Able to interpret business processes, user feedback, and operational data to identify opportunities for process simplification, automation, and improved user experience.
• Comfortable working within structured governance, security, and data protection requirements.
• Strong analytical mindset, able to weigh value, risk, complexity, and cost to sequence backlog items appropriately.

Nice to have

• Industry certifications (e.g. Agile Methodologies, CPM).

Details

• Location: Bengaluru Luxor North Tower.