ServiceNow ITSM Product Owner

About the role

Forged Fiber is hiring a ServiceNow ITSM Product Owner in Dallas, Texas. The role owns the vision, roadmap, governance and continual improvement of the IT Service Management (ITSM) platform, acting as business owner for ITSM capabilities so that ServiceNow supports operational excellence, service delivery, governance and business objectives. It works with IT Operations, Infrastructure, Security, Application Owners and business stakeholders.

Key responsibilities

• Define and maintain the ITSM roadmap, prioritise enhancements and recommend platform expansion beyond ITSM and CMDB
• Own core ITSM processes: Incident Management (including Major Incident Management), Request Fulfillment, Change Enablement, Problem Management, Knowledge Management, Service Catalog Management and Configuration Management (CMDB)
• Set process standards, drive standardisation across technology teams, identify automation opportunities and align with ITIL best practices
• Manage the ServiceNow backlog and prioritisation, run governance and stakeholder review meetings, and report on platform performance and value
• Support business continuity, disaster recovery and operational resilience, including service ownership, dependency data, CMDB, Service Mapping and Discovery, and continuity testing and audit readiness
• Act as business owner for ServiceNow consulting and managed service engagements, gathering requirements and coordinating improvements

Required profile

• 5+ years of experience in IT Service Management, Product Ownership, IT Operations or Service Delivery leadership
• Experience managing ITSM processes and governance, and with cross-functional stakeholders and senior leadership
• Ability to explain complex technical concepts to non-technical audiences

Required skills

• Strong understanding of ITIL principles and service management best practices
• Preferred: ServiceNow Certified System Administrator (CSA), ITIL Foundation, CSPO/SAFe or equivalent Product Owner certification
• Preferred: experience with CMDB, Service Mapping, ITOM, Asset Management and Flexera software asset management

What we offer

• Anticipated base salary range of $106,000 - $133,000, varying by location
• Health, life and voluntary lifestyle benefits and other perks