Senior Product Owner ServiceNow ITSM (ID 2007)
The 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, standardized, 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.
Main Responsibilities
Lead the implementation and rollout of ServiceNow ITSM modules (e.g. Incident, Problem, Change, Request, CMDB) at AO Foundation
Drive process standardization and automation aligned with ITIL best practices
Ensure high-quality configuration, integration, and data integrity
Oversee platform enhancements, upgrades, and releases
Stakeholder & Vendor Management
Collaborate with IT operations, service owners, and business stakeholders
Manage and steer implementation partners and ServiceNow vendors
Facilitate workshops, demos, and training sessions
Act as the bridge between business needs and technical execution
Product Ownership & Strategy
Own the ServiceNow ITSM product vision, roadmap, and backlog
Translate business and IT requirements into clear user stories and priorities
Ensure alignment with IT strategy, governance, and Target Operating Model
Act as the single point of accountability for ITSM platform decisions
Governance, Quality & Adoption
Define and enforce platform governance, standards, and documentation
Ensure compliance with security, data protection, and audit requirements
Monitor KPIs, SLAs, and user satisfaction
Drive user adoption and continuous improvement
Main Requirements
Education & Experience
Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
Proven experience as ServiceNow Product Owner, ITSM Lead, or Service Manager
Hands on experience with ServiceNow ITSM implementations
Strong understanding of ITIL processes and service management concepts
Experience working in agile or hybrid delivery models
Ability to manage multiple stakeholders in a complex environment
Strong analytical, communication, and facilitation skills
Fluent in English (German is an advantage)
Technical Skills
Solid understanding of IT infrastructure, cloud technologies, enterprise applications, and cybersecurity fundamentals.
Experience with project management tools (e.g., Microsoft Project, Azure DevOps, Jira, Planner).
Familiarity with ITIL processes is a plus.
Nice to Have
ServiceNow certifications (e.g. CSA, ITSM, CIS)
ITIL certification (v3 or v4)
Experience with CMDB, CSDM, or integrations (e.g. Azure AD, monitoring tools)
Soft Skills
Strong communication and stakeholder management abilities.
Excellent problem-solving and decision-making skills.
High degree of organization and attention to detail.
Ability to work under pressure and manage multiple priorities.
Benefits
An interesting and varied job in an exciting and innovative organization
The opportunity to be part of a highly committed international team
Modern infrastructure
High degree of flexibility regarding working hours and location (depending on operational requirements)
Generous pagacke of social benefits, including supplementary vacation days and pension scheme contributions
Internal skills training opportunities and support for continued education
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