Service Now CSM Technical Product Owner
Core
Guide the strategy and evolution of the ServiceNow Customer Service Management (CSM) platform to deliver operational efficiency and outstanding client experiences for the UK business.
Role type
Technical Product Owner (ServiceNow CSM)
Builds
ServiceNow CSM platform enhancements and high-value features
Domain
IT Service Management / Customer Service Management
Required skills
ServiceNow CSM platform expertise, product roadmap management, backlog prioritization, technical troubleshooting, root cause analysis, API and workflow integration, stakeholder management
Preferred skills
ServiceNow CSA or CIS certification, ITSM/ITOM/Service Portal/Flow Designer/IntegrationHub experience
Technologies
ServiceNow, Flow Designer, IntegrationHub, APIs
Responsibilities
Maintain the ServiceNow CSM product roadmap; define and prioritize the product backlog; translate business requirements into user stories; act as the primary subject matter expert for CSM capabilities; lead root cause analysis for critical incidents; troubleshoot integrations, workflows, and performance issues; ensure intuitive user experiences; build relationships with business leaders and technical teams.
Seniority
Mid-level, hands-on IC