ITSM Platform/Product Owner

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Take charge of the ServiceNow platform roadmap from a tooling perspective (including configuration, development, integrations, upgrades, and platform health), ensuring alignment with both business and IT priorities.

• Collaborate with process owners (such as Incident, Change, Request, Problem, Knowledge, CMDB, etc.) to implement and enhance tooling capabilities that support their operational models (without taking ownership of the processes).

• Establish and uphold tooling governance encompassing configuration standards, SDLC controls, release management, environment strategy, audit readiness, and platform KPI reporting.

• Oversee the configuration and development of ServiceNow modules and platform features (e.g., workflows, catalog items, automation, notifications, roles, forms, UI policies, data policies, reporting/dashboards).

• Manage integration architecture and execution for ServiceNow and related enterprise systems by utilizing supported patterns (APIs/web services, SSO, directory/LDAP, identity, and governance platforms), including ongoing monitoring and operational support for integrations.

• Spearhead tooling enablement for the Service Catalog / Self-Service experience (structure, request models, fulfillment workflows, UX) in collaboration with service owners and operational teams.

• Provide tooling ownership and governance configuration for related service delivery technologies like Jira (as necessary): configuration standards, project/service template governance, workflow schemes, integration patterns, and reporting alignment with ServiceNow.

• Define and maintain the toolchain interoperability strategy (i.e., ServiceNow ↔ Jira ↔ identity ↔ monitoring ↔ asset/data sources), ensuring consistent data definitions, reliable integrations, and clear accountability for shared fields and master data.

• Lead the ITSM tooling support team responsible for planning, development, testing, releases, and platform support for the ServiceNow ecosystem.

• Oversee vendor and partner delivery for platform development and integrations, ensuring that outcomes meet architecture standards, security/compliance requirements, and operational expectations.

• Manage the CMDB platform configuration and data governance enablement (including data model, relationship model, integrations/data mapping, data quality controls, and reporting) in collaboration with risk/compliance and technical domain owners.

• Implement and sustain platform controls that promote auditability, resiliency, disaster readiness, and segregation of duties across environments and releases.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.

• 10–12+ years of overall IT experience with increasing responsibility across enterprise platforms and service delivery.

• 5+ years of experience leading ServiceNow platform initiatives in a product ownership / platform leadership capacity (including roadmap, configuration, development, upgrades).

• Proven hands-on experience in delivering configuration and custom development on ServiceNow (including workflows, catalog, data model/CMDB, reporting/PA, access controls).

• Experience in establishing and enforcing platform governance including SDLC, release/change controls, environment strategy, code/config management, testing, and audit readiness.

• Experience in regulated environments (such as pharma/animal health or similar) and working with compliance, risk, and audit teams (preferred).

🏝️ Benefits

• Healthcare and insurance benefits starting on day one.

• A 401K plan with a match and profit-sharing contribution from Zoetis.

• Four weeks of vacation.