Job Description

ServiceNow ITSM Technical Product Owner / Engineer
Job Category: Development / Engineering
Employment Type: Full-Time
Work Model: Remote / Hybrid - 100% Remote (WA, OR, CA,)
Department: Enterprise Information Services

Job Overview

We are seeking a highly collaborative ServiceNow ITSM Engineer / Technical Product Owner to lead the strategy, governance, and continuous improvement of IT Service Management capabilities within a complex enterprise ServiceNow environment.

This role blends the responsibilities of a technical product owner, ITSM platform engineer, and solutions architect. The individual will own the ITSM product domain, partnering with stakeholders across the organization to define the vision, roadmap, and operational maturity of ServiceNow service management processes.

This position is primarily stakeholder-facing (up tp 80–90%), requiring strong communication skills and the ability to translate complex technical capabilities into actionable strategies for business and technology leaders. The role requires a balance of architectural thinking, platform expertise, and stakeholder leadership to ensure ServiceNow delivers measurable value across the enterprise.

You will partner with developers, testers, and program managers early in the development lifecycle to design, operate, and continuously improve large-scale services that support IS teams, non-IS departments, and clinical caregivers. The role focuses on building resilient, scalable, and operationally effective ITSM solutions that improve service quality, cost efficiency, and caregiver satisfaction.

Success in this role requires someone who can combine technical leadership, product ownership, and stakeholder engagement to modernize service management processes and drive operational excellence.

Role Summary

The ServiceNow ITSM Engineer / Technical Product Owner is responsible for defining the vision, roadmap, and governance model for ServiceNow ITSM capabilities.

This role requires a strong technical background in ServiceNow combined with product leadership responsibilities. The individual will work closely with stakeholders to understand operational needs, define strategic priorities, and translate requirements into well-architected platform solutions.

The position also requires collaboration with global development teams to guide technical implementation and ensure solutions align with enterprise architecture and platform standards.

This role is responsible for ensuring ServiceNow ITSM capabilities support operational reliability, service transparency, and enterprise-wide service delivery.

Key Responsibilities

ITSM Product Ownership & Strategy

• Own the ITSM product vision, roadmap, and long-term strategy
• Partner with business and technology stakeholders to define service management priorities
• Translate stakeholder needs into platform capabilities and prioritized backlog items
• Provide guidance on best practices, platform capabilities, and architectural decisions
• Ensure ITSM capabilities align with enterprise service management strategy

Stakeholder Engagement & Communication

• Serve as the primary liaison between technical teams and business stakeholders
• Translate technical architecture and platform capabilities into clear business outcomes
• Facilitate discussions that align service owners, engineering teams, and leadership around shared objectives
• Provide guidance to stakeholders on platform capabilities, tradeoffs, and implementation strategies
• Build trusted relationships with stakeholders and influence decision-making across the organization

ServiceNow Architecture & Solution Design

• Translate business and operational requirements into scalable ServiceNow ITSM solutions
• Define service architecture that supports incident, problem, change, and knowledge management
• Provide architectural guidance to engineering teams and development partners
• Ensure ServiceNow solutions are resilient, secure, and aligned with enterprise architecture standards
• Evaluate when capabilities should be implemented within ServiceNow versus external platforms

Agile Product Delivery

• Work closely with developers, testers, and program managers to deliver ITSM capabilities
• Translate requirements into epics, features, and user stories
• Participate in backlog prioritization, sprint planning, and release management
• Partner with distributed engineering teams to ensure consistent delivery standards
• Ensure releases are predictable, reliable, and aligned with operational KPIs

Operational Excellence & Platform Reliability

• Drive continuous improvement of service management processes and workflows
• Ensure ITSM capabilities support operational transparency and service reliability
• Participate in root cause analysis and service improvement initiatives
• Contribute to disaster recovery readiness and platform resilience
• Ensure monitoring, alerting, and operational telemetry support uptime and performance goals

Governance & Best Practices

• Establish governance standards for ITSM workflows and service management practices
• Reduce unnecessary platform customization and encourage best-practice implementation
• Ensure ITSM processes align with enterprise service management standards
• Drive adoption of platform standards across service teams

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or related discipline
• 6+ years of experience in ServiceNow engineering, architecture, or ITSM platform roles
• Strong expertise in ServiceNow ITSM modules (Incident, Problem, Change, Knowledge Management)
• Experience acting as a technical product owner or platform owner
• Proven ability to work with enterprise stakeholders and translate requirements into technical solutions
• Experience designing scalable solutions in complex enterprise environments
• Strong analytical and problem-solving skills
• Demonstrated ability to influence technical and business stakeholders
• Experience working in Agile delivery environments

Preferred Qualifications

• ServiceNow certifications such as CSA, CAD, or ITSM certification
• Experience with enterprise service management frameworks such as ITIL
• Experience working in large, complex enterprise organizations
• Experience guiding platform modernization or service management transformation initiatives
• Familiarity with integration architectures and enterprise platform ecosystems

What Success Looks Like

• A clearly defined and executed ITSM roadmap
• Improved consistency and maturity of service management processes
• Strong stakeholder alignment around platform capabilities and priorities
• Measurable improvements in service reliability, response times, and operational efficiency
• Reduced unnecessary customization and stronger architectural discipline
• Predictable, high-quality ServiceNow releases supporting enterprise operations

Who You Are

You are both a technical expert and a strategic partner. You understand how ServiceNow fits within a broader enterprise ecosystem and can guide stakeholders toward the right solution—even when that means challenging assumptions.

You are comfortable engaging with executives, service owners, engineers, and architects while maintaining a clear vision for how service management should evolve.

Most importantly, you understand that ITSM is not just about ticketing systems—it is about enabling reliable services that support caregivers, patients, and the broader organization.