ServiceNow, Product Owner

Role Description

You will be the platform steward for ServiceNow, driving reliability, availability, security, and continuous improvement. You’ll design scalable solutions, lead enhancements and integrations, and ensure compliance with CSV/GxP requirements. Partnering across IT Operations, Cybersecurity, Enterprise Architecture, QA/ITQ, and business stakeholders, you’ll enable high-quality service delivery and measurable outcomes for the organization.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field; or equivalent combination of education and experience.

5+ years managing and maintaining large, enterprise systems in complex, matrixed organizations, with 3+ years directly administering and enhancing ServiceNow.

Expertise in ServiceNow architecture and administration, integrations (APIs, Integration Hub, MID Servers), CMDB/Discovery, and platform governance/security.

Experience operating in regulated environments with CSV/GxP or comparable compliance frameworks.

Strong communication skills and customer focus; ability to translate business needs into technical solutions and articulate trade-offs.

Methodical problem-solving with attention to detail; comfortable working with limited supervision and substantial latitude to plan, prioritize, and execute.

Requirements

Lead platform operations and reliability for ServiceNow (ITSM, ITOM, CMDB, Discovery, Catalog/Request, Integration Hub; potentially SPM/HRSD).

Design solutions and implement enhancements, integrations, and workflow automation aligned to governance, security, and performance best practices.

Champion ITIL/ITSM processes (Incident, Problem, Change, Request, Knowledge, Configuration), define KPIs/SLAs, and drive continual service improvement.

Manage upgrades, patches, and release cycles; evaluate vendor updates for impact, test thoroughly, and coordinate deployment and change readiness.

Ensure compliance in a regulated environment; lead/participate in Computer Software Validation (CSV) activities and maintain complete, audit-ready documentation (e.g., 21 CFR Part 11, Annex 11).

Provide second-level support and enable first-level support with clear SOPs, work instructions, and knowledge articles; guide junior team members and vendors.

Coordinate cross-functional projects and delivery (Agile/Waterfall/Hybrid); manage backlogs, requirements, designs, testing, releases, and post-implementation support.

Preferred qualifications

ServiceNow certifications: CSA, CAD, CIS (e.g., ITSM, Discovery, APM, HRSD), and ITOM.

ITIL Foundation v3/v4; intermediate ITIL certifications are a plus.

Project management certifications (PMP, PRINCE2, Scrum Master) and experience with DevOps/CI/CD for ServiceNow.

Familiarity with data privacy, access management, audit requirements, SOX controls, and life-sciences regulations (21 CFR Part 11, Annex 11).

Any combination of education and experience, which would provide an equivalent background to deliver against role expectations.

Benefits

Medical, dental, vision, and prescription drug coverage with the option of a Health Savings Account with company contributions.

Industry leading 401(k) savings plan.

Insurance coverage and employee assistance programs.

Various wellness incentives.

Paid vacation time, sick time, and company holidays.