Sr Principal - ServiceNow Product Owner

Overview

Lead end-to-end product management of the ServiceNow platform at Northern Trust, defining strategy and roadmap across ITSM, ITOM, IRM/GRC, SecOps, HRSD, CSM and AI-enabled capabilities through a federated operating model.

What you'll do

• Define and own the ServiceNow platform vision, strategy and multi-year roadmap.
• Translate enterprise priorities into a cohesive product strategy across modules and domains.
• Lead a federated roadmap planning process across business units, ensuring alignment and prioritization.
• Drive adoption of platform-first and automation-first principles.
• Establish and enforce platform governance models (design authority, standards, data models, and architecture guardrails).
• Ensure consistent implementation of best practices, reusable components, and scalable design.
• Oversee delivery of strategic programs across ServiceNow modules in a federated partnership with assigned Capability Level Product Owners.
• Partner with engineering and operations teams to ensure resiliency, scalability, and performance.
• Define and execute the roadmap for AI/GenAI capabilities within ServiceNow (e.g., virtual agents, predictive intelligence, Now Assist).
• Identify high-impact use cases for automation of service operations, predictive incident/problem management, and intelligent workflows and self-healing systems.
• Establish governance for AI adoption, model transparency, and responsible AI usage.
• Measure and track AI-driven outcomes (deflection rates, automation %, MTTR reduction).
• Own the strategic relationship with ServiceNow and implementation partners.
• Drive vendor performance through quarterly business reviews (QBRs), value realization and KPI tracking, and innovation alignment and roadmap influence.
• Evaluate and onboard ecosystem tools and integrations to extend platform capabilities.
• Manage platform TCO including licensing, infrastructure, and operational costs.
• Develop and execute cost optimization strategies.
• Drive transparency through chargeback/showback models.
• Ensure optimal utilization of ServiceNow licenses and features.
• Define and govern the ServiceNow data strategy, including CMDB maturity and accuracy, data quality frameworks, and data ownership and stewardship.
• Enable data-driven decision making through dashboards, reporting, and analytics.
• Integrate ServiceNow data with enterprise data platforms (e.g., data lake, analytics tools).
• Act as the single point of accountability for platform outcomes.
• Partner with business stakeholders, IT operations and engineering, and risk, compliance, and audit teams.
• Facilitate alignment across a federated model with distributed ownership.
• Drive change management, adoption, and user experience improvement.

What you'll need

• 10+ years of experience in product management, ITSM/platform engineering, or enterprise platforms.
• 5+ years of deep ServiceNow platform experience across multiple modules.
• Proven experience in large-scale ServiceNow implementations in financial services or regulated environments.
• Strong understanding of ITIL / ITSM frameworks.
• Strong understanding of enterprise architecture principles.
• Strong understanding of risk and compliance requirements (SOX, audit, etc.).
• Experience managing federated product models and cross-functional stakeholders.

Nice to have

• ServiceNow certifications (e.g., CSA, CIS – ITSM/ITOM/IRM, Certified Product Owner).
• Experience with AI/ML or GenAI capabilities within ServiceNow or similar platforms.
• Exposure to cloud platforms, data platforms, and automation frameworks.
• Experience driving platform standardization and consolidation initiatives.

Details

• Location: Bangalore, India.