We are seeking an experienced ITSM/ESM Product Owner to spearhead the vision, roadmap, and continuous enhancement of our enterprise service management platform. This pivotal role bridges the gap between business stakeholders, process owners, and delivery teams, ensuring our IT and non-IT service offerings deliver substantial business value and a seamless user experience.

This position is integral to driving platform evolution and maximizing its impact across the organization. You will be instrumental in aligning technological capabilities with strategic business objectives.

Key responsibilities include defining the product vision, roadmap, and enhancement strategy, alongside owning and prioritizing the product backlog based on business value, risk, and user experience.

You will engage actively with IT and business stakeholders to gather requirements and align solution priorities. Leading discovery workshops, process reviews, and functional design discussions will be central to your role.

Furthermore, you will govern platform capabilities, configuration standards, and releases, while driving process standardization, automation, and continual improvement. Defining epics, user stories, KPIs, and service measures are also core duties, requiring close coordination with various delivery and support teams.

A minimum of 10 years of experience in ITSM, enterprise service management, product ownership, or functional consulting leadership is required. A strong grasp of ITIL-aligned processes and enterprise service delivery models is essential.

Hands-on functional experience with ServiceNow, including its ITSM processes, Service Catalog, workflows, and platform configuration, is critical. The ability to translate business needs into actionable user stories and functional specifications is key.

Experience in assessing out-of-box capabilities, minimizing customizations, and working knowledge of ServiceNow integrations, CMDB, and portals are important. Proven success in roadmap planning, backlog prioritization, Agile delivery, and stakeholder management is also necessary. ITIL Foundation or equivalent certification is preferred.