ITSM/ ESM Product Owner

Area(s) of responsibility

Skills: ITSM/ ESM Product Owner

Experience: 9 to 12 years

Location: Mumbai/Pune/Noida

Role Purpose

The Product Owner will define and drive the vision, roadmap, governance, and continual improvement of the enterprise service management platform. The role connects business stakeholders, process owners, and delivery teams to ensure that IT and non-IT service capabilities deliver measurable business value and a consistent user experience.

Key Responsibilities

• Define the product vision, roadmap, priorities, and enhancement strategy.
• Own and prioritize the backlog based on business value, risk, operational needs, and user experience.
• Engage IT and business stakeholders to gather requirements and align solution priorities.
• Lead discovery workshops, process reviews, solution alignment, and functional design discussions.
• Govern platform capabilities, configuration standards, releases, and business approvals.
• Drive process standardization, workflow automation, self-service, and continual improvement.
• Define epics, user stories, acceptance criteria, KPIs, dashboards, and service measures.
• Coordinate with architecture, functional consulting, delivery, testing, support, and change-management teams.

Functional Coverage

• IT services: Incident, Request, Change, Problem, Knowledge, Service Level, Service Catalog, Asset, and Configuration Management.
• Business services: HR, Facilities, Procurement, Finance, Legal, Employee Services, and other shared-service workflows.

Required Skills and Experience

• 10+ years of experience in ITSM, enterprise service management, product ownership, or functional consulting/leadership.
• Strong understanding of ITIL-aligned processes and enterprise service delivery models.
• Hands-on functional experience with ServiceNow, including ITSM processes, Service Catalog, workflows, knowledge, SLAs, reporting, roles, and platform configuration concepts.
• Ability to translate business requirements into ServiceNow capabilities, process designs, user stories, acceptance criteria, and functional specifications.
• Experience assessing out-of-box capabilities, identifying configuration needs, and minimizing unnecessary customization.
• Working knowledge of ServiceNow integrations, CMDB, Employee Center or portals, mobile capabilities, and upgrade/release impacts.
• Experience owning enterprise workflow or service management platforms across IT and non-IT functions.
• Proven experience in roadmap planning, backlog prioritization, Agile or hybrid delivery, UAT, release validation, and business sign-off.
• Strong stakeholder management, workshop facilitation, analytical, and executive communication skills.

Preferred Qualifications

• ITIL Foundation or higher certification.
• Product Owner or Agile certification, such as CSPO, SAFe PO/PM, or equivalent.
• ServiceNow Certified System Administrator and/or relevant implementation certification preferred.
• Experience in enterprise service transformation or platform modernization programs.

Key Outcomes

• Improved service adoption, user satisfaction, process performance, and reporting visibility.
• Increased automation, self-service, operational efficiency, and business-value realization.
• Timely delivery of prioritized roadmap initiatives with effective platform governance.