Job Description

ServiceNow Product Owner – Observability & AIOps (ITOM)

Location: Phoenix, AZ (Onsite Daily)
Employment Type: 12-Month Contract-to-Hire
Industry: Financial Services / Banking

Overview

A leading financial services organization is seeking a ServiceNow Product Owner to lead the strategy and delivery of Observability and AIOps capabilities within the ServiceNow IT Operations Management (ITOM) suite.

This role will focus on driving visibility, event correlation, and intelligent automation across the enterprise environment. The ideal candidate brings a strong mix of ServiceNow ITOM expertise, product ownership experience, and a deep understanding of monitoring, event management, and AIOps frameworks in large-scale environments.

Key Responsibilities

• Own the product vision, roadmap, and backlog for ServiceNow ITOM (Observability & AIOps)
• Drive implementation and optimization of:
  • Event Management
  • Discovery
  • Service Mapping
  • Operational Intelligence / AIOps capabilities
• Collaborate with infrastructure, cloud, and application teams to improve end-to-end visibility
• Translate business and technical requirements into user stories and acceptance criteria
• Lead Agile ceremonies (backlog grooming, sprint planning, reviews)
• Define and track KPIs related to system performance, alert reduction, and incident prevention
• Improve event correlation, noise reduction, and root cause analysis
• Partner with stakeholders to align ITOM capabilities with business services and critical systems
• Ensure data integrity and alignment with the CMDB
• Maintain compliance with governance, risk, and regulatory requirements

Required Qualifications

• 5+ years of experience working with the ServiceNow platform
• Hands-on experience with ServiceNow ITOM, including:
  • Event Management
  • Discovery
  • Service Mapping
• Experience with Observability tools (e.g., monitoring, logging, metrics platforms)
• Proven experience as a Product Owner, Product Manager, or Business Analyst
• Strong understanding of AIOps concepts (event correlation, anomaly detection, automation)
• Experience working in Agile/Scrum environments
• Ability to write clear user stories and manage product backlogs
• Strong communication and stakeholder management skills

Preferred Qualifications

• ServiceNow certifications (e.g., Certified System Administrator, CIS-ITOM)
• Experience integrating ServiceNow with tools like:
  • Splunk, Dynatrace, AppDynamics, Datadog, etc.
• Familiarity with cloud platforms (AWS, Azure, GCP)
• Understanding of infrastructure, networking, and application architectures
• Experience in financial services or other regulated environments
• Knowledge of automation/orchestration tools and workflows

What You’ll Bring

• Strong product ownership mindset with the ability to drive strategy and execution
• Ability to connect technical observability data to business impact
• Focus on reducing operational noise and improving system reliability
• A proactive, solutions-oriented approach in a complex enterprise environment

Why This Opportunity

• Long-term contract with potential for full-time conversion
• Opportunity to lead enterprise-wide observability and AIOps initiatives
• High-visibility role working across infrastructure, cloud, and application teams
• Join a stable, well-established financial institution