ServiceNow Product Owner – CSM & HRSD

Job Title: ServiceNow Product Owner – CSM & HRSD

📍 Location: Bellandur, Bangalore (Hybrid – 2 days per week onsite)

📅 Duration: 6 Months Contract (Extendable)

💼 Experience: 13+ years overall, with 8+ years of relevant ServiceNow experience

Position Overview

We are seeking a ServiceNow Product Owner with hands-on expertise in HRSD and CSM modules to drive the strategic direction, development, and implementation of these functionalities. The ideal candidate will have a deep understanding of ITSM best practices, strong stakeholder collaboration skills, and the ability to lead end-to-end ServiceNow HRSD & CSM solutions.

Key Responsibilities

Product Strategy & Vision:

✅ Develop and execute a comprehensive strategy for HRSD and CSM within ServiceNow.

✅ Define product vision, goals, and roadmap aligned with business objectives & ITSM best practices.

✅ Continuously analyze market trends, industry standards, and customer feedback to drive enhancements.

Stakeholder Collaboration:

✅ Engage with IT, Operations, and Business Units to gather requirements & prioritize features.

✅ Act as the primary point of contact between stakeholders and the development team.

✅ Conduct product demos, stakeholder meetings, and progress updates to ensure alignment.

✅ Work closely with client IT leadership on the ServiceNow roadmap for HRSD & CSM.

Product Development & Implementation:

✅ Lead the end-to-end product lifecycle, ensuring high-quality and timely delivery.

✅ Define and refine user stories, acceptance criteria, and technical specifications.

✅ Oversee the configuration, customization, and integration of ServiceNow HRSD & CSM modules.

✅ Conduct User Acceptance Testing (UAT) and facilitate stakeholder sign-off for product releases.

Process Improvement & Optimization:

✅ Identify and implement process improvements for greater efficiency in change & release management.

✅ Develop and maintain documentation, process flows, and user guides.

✅ Monitor KPIs and success metrics to track the impact of HRSD & CSM initiatives.

Governance & Compliance:

✅ Ensure compliance with ITIL, organizational policies, and industry standards.

✅ Establish governance frameworks for ServiceNow HRSD & CSM to manage risks effectively.

✅ Conduct audits & reviews to ensure adherence to best practices and identify areas for improvement.

Qualifications & Experience.

🎓 Educational Background:

✔ Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.

✔ Preferred ITIL Certification & ServiceNow Certified Implementation Specialist.

💼 Professional Experience:

✔ 13+ years of experience in ServiceNow and related tools.

✔ 8+ years of hands-on experience in ServiceNow, specifically with HRSD & CSM modules.

✔ Proven experience as a Product Owner / Product Manager within ServiceNow.

✔ Strong understanding of the ITIL framework & ITSM best practices.

🛠 Technical Skills:

✔ Hands-on expertise in ServiceNow HRSD & CSM module configuration, customization, and integration.

✔ Experience with Agile methodologies (Scrum/Kanban) and Agile tools.

✔ Ability to analyze technical requirements and translate them into actionable deliverables.

💡 Soft Skills:

✔ Excellent communication & stakeholder management skills.

✔ Strong problem-solving & analytical thinking.

✔ Ability to work independently & drive initiatives proactively.

✔ Highly organized and capable of managing multiple priorities in a fast-paced environment.