Company Overview
The 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: https://www.aofoundation.org/
Senior Product Owner ServiceNow ITSM (ID 2007)
Short Description
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. The responsibilities include product ownership, process design, and working closely with IT teams, business stakeholders, and external partners.
Main Responsibilities
Key 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 package of social benefits, including supplementary vacation days and pension scheme contributions
* Internal skills training opportunities and support for continued education
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