Product Owner – ServiceNow

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

📋 Description

• Lead comprehensive business process design for customer onboarding, case management, and CRM workflows utilizing ServiceNow CSM.

• Take ownership of the product backlog, encompassing user stories, priorities, and acceptance criteria.

• Conduct workshops with stakeholders to translate business requirements into clear and actionable specifications.

• Map and convert legacy tools, data, and processes into a cohesive ServiceNow CSM solution.

• Define workflows, automation, and integrations (e.g., CSM, portals, data sources).

• Develop and maintain process documentation, requirements, and traceability artifacts.

• Provide support for UAT, validation, and release preparedness to ensure solutions align with business needs.

• Ensure compliance with client security, CAC access, and regulatory requirements.

• Facilitate client-facing requirements sessions, present options and recommendations, and achieve stakeholder consensus across business, technical, and government teams.

⛳️ Requirements

• A minimum of 8 years of experience in Business Analysis, Product Ownership, Business Process Improvement, or related fields.

• At least 5 years of experience in supporting ServiceNow implementations.

• A minimum of 3 years of experience with ServiceNow Customer Service Management (CSM).

• At least 3 years of experience in supporting federal government programs.

• Experience acting as Product Owner or backlog owner in Agile delivery settings.

• Proven experience managing or supporting technical implementation projects.

• Technical proficiency sufficient to collaborate effectively with ServiceNow architects, developers, engineers, and government stakeholders.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work arrangements

• Professional development opportunities

• Paid time off