PpThe AO is a medically guided, not‑for‑profit organization, a global network of surgeons, and the world's leading education, innovation, and research organization specializing in the surgical treatment of trauma and musculoskeletal disorders. We are home to people from all over the world, from different backgrounds, with diverse talents and specialist areas. What binds us together is our passion for excellence, our dedication to our mission of improving patient care, and our understanding that we are stronger together: we are one AO. For more information, visit: /p h3Senior Product Owner ServiceNow ITSM (ID 2007) /h3 h3Short Description /h3 pThe ServiceNow ITSM Product Owner is responsible for the end‑to‑end ownership, implementation, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform at the AO foundation. The role ensures that ServiceNow delivers measurable business value, aligns with IT strategy, and supports efficient, standardised, and user‑centric IT service processes. This role combines the implementation of ITSM processes and ServiceNow platform across AO with an external partner, product ownership, process design, working closely with IT teams, business stakeholders, and external partners. /p h3Main Responsibilities /h3 h3Key Responsibilities /h3 ul liLead the implementation and rollout of ServiceNow ITSM modules (e.g., Incident, Problem, Change, Request, CMDB) at AO Foundation /li liDrive process standardisation and automation aligned with ITIL best practices /li liEnsure high‑quality configuration, integration, and data integrity /li liOversee platform enhancements, upgrades, and releases /li /ul h3Stakeholder Vendor Management /h3 ul liCollaborate with IT operations, service owners, and business stakeholders /li liManage and steer implementation partners and ServiceNow vendors /li liFacilitate workshops, demos, and training sessions /li liAct as the bridge between business needs and technical execution /li /ul h3Product Ownership Strategy /h3 ul liOwn the ServiceNow ITSM product vision, roadmap, and backlog /li liTranslate business and IT requirements into clear user stories and priorities /li liEnsure alignment with IT strategy, governance, and Target Operating Model /li liAct as the single point of accountability for ITSM platform decisions /li /ul h3Governance, Quality Adoption /h3 ul liDefine and enforce platform governance, standards, and documentation /li liEnsure compliance with security, data protection, and audit requirements /li liMonitor KPIs, SLAs, and user satisfactionDrive user adoption and continuous improvement /li /ul h3Main Requirements /h3 h3Education Experience /h3 ul liBachelor's degree in Computer Science, Information Technology, Business Administration, or related field. /li liProven experience as ServiceNow Product Owner, ITSM Lead, or Service Manager /li liHands‑on experience with ServiceNow ITSM implementations /li liStrong understanding of ITIL processes and service management concepts /li liExperience working in agile or hybrid delivery models /li liAbility to manage multiple stakeholders in a complex environment /li liStrong analytical, communication, and facilitation skills /li liFluent in English (German is an advantage) /li /ul h3Technical Skills /h3 ul liSolid understanding of IT infrastructure, cloud technologies, enterprise applications, and cybersecurity fundamentals. /li liExperience with project management tools (e.g., Microsoft Project, Azure DevOps, Jira, Planner). /li liFamiliarity with ITIL processes is a plus. /li /ul h3Nice to Have /h3 ul liServiceNow certifications (e.g., CSA, ITSM, CIS) /li liITIL certification (v3 or v4) /li liExperience with CMDB, CSDM, or integrations (e.g., Azure AD, monitoring tools) /li /ul h3Soft Skills /h3 ul liStrong communication and stakeholder management abilities. /li liExcellent problem‑solving and decision‑making skills. /li liHigh degree of organization and attention to detail. /li liAbility to work under pressure and manage multiple priorities. /li /ul h3Benefits /h3 ul liAn interesting and varied job in an exciting and innovative organization /li liThe opportunity to be part of a highly committed international team /li liModern infrastructure /li liHigh degree of flexibility regarding working hours and location (depending on operational requirements) /li liGenerous package of social benefits, including supplementary vacation days and pension scheme contributions /li liInternal skills training opportunities and support for continued education /li /ul /p #J-18808-Ljbffr