ServiceNow Product Owner

• **This is a W2 job.
• *Candidates MUST BE local to Reston, VA

Title: ServiceNow Product Owner – CSM/ITSM/CRM

Terms of Employment:

• W2 Contract-to-Hire, 12 Months

• This is a hybrid position. Candidates must be comfortable working onsite in Reston, Virginia, a minimum of once or twice per week for whiteboarding, PI planning, and sprint sessions.

• DMV+ WV only and convertible candidates only

Overview & Responsibilities:

Work with a leading organization to serve as a strategic Senior Product Owner, driving a major, high-impact business transformation on the ServiceNow platform. This critical role requires a visionary leader to define and execute the product roadmap for a new inquiry/case management solution, leveraging core ServiceNow modules like Customer Service Management (CSM) and IT Service Management (ITSM). This is an excellent contract-to-hire opportunity for a local candidate to establish the long-term digital strategy for customer business solutions. You will…

• Drive and define the strategic product vision for the Customer’s business transformation using the ServiceNow platform.

• Own, manage, and execute the product backlog and roadmap, ensuring alignment with overall business objectives.

• Conduct discovery sessions and meetings with internal business owners (PCBSA) and external FEP plans to gather and capture detailed requirements.

• Create feature hypotheses, make data-driven decisions, and execute on the product roadmap.

• Serve as the customer-facing representative, conducting presentations to executives and management with advanced presentation and communication skills.

• Create necessary documentation and PowerPoints for product strategy and feature communication.

• Recognize, analyze, and solve complex technical and business problems related to ServiceNow implementation.

Required Qualifications:

• Minimum of 6 years of dedicated Product Owner experience

• Demonstrated, hands-on knowledge and experience with ServiceNow implementation, particularly with the CSM, ITSM, and/or CRM modules (not just using it as a ticketing system).

• Experience in product leadership roles where the candidate defined and owned the product vision and roadmap (not just executing project requirements).

• Strong knowledge of product planning and life cycle development principles.

• Experience working with multiple/larger teams, particularly within an Agile/SAFE Agile environment.

Preferred Qualifications:

• Experience with comparable CRM/CSM platforms and transformation projects (e.g., Salesforce).

• Previous experience working within the healthcare industry.

• Possession of an Advanced Degree.

• Certification as a Certified Scrum Product Owner (CSPO).

• Experience with other ServiceNow tools like CMDB and ITOM.