Sr ServiceNow Product Manager / Product Owner

Senior ServiceNow Product Manager / Product Owner to lead product direction for Human Resources Service Delivery (HRSD) and employee-experience initiatives. This role will convert HR and employee needs into a prioritized ServiceNow roadmap, define the right minimum viable product, and guide delivery partners through implementation and enhancement work. The engagement is contract consulting/staff augmentation, with an expected start as soon as practical in Q4 2026 and an initial duration of at least six months.

Indianapolis hybrid is preferred, approximately two to three days per week onsite; exceptional non-Indianapolis candidates may be considered for the right long-term fit.

Responsibilities:

• Own or co-own the product vision, roadmap, backlog, prioritization framework, and delivery outcomes for HRSD and related employee-experience capabilities.
• Partner with HR, employee services, IT, architecture, security, compliance, communications, and implementation partners to establish a common product direction.
• Translate HR and employee-service needs into product requirements, user stories, acceptance criteria, process designs, and measurable outcomes.
• Define minimum viable product scope and phased delivery plans while maintaining a roadmap for future enhancements.
• Lead discovery of employee journeys, HR case types, request types, knowledge needs, approvals, notifications, and handoffs.
• Guide HRSD capabilities such as HR case management, HR services, employee inquiries, knowledge, lifecycle events, HR catalog items, employee communications, and reporting as applicable.
• Maintain the product backlog, prioritization criteria, release objectives, dependencies, risks, and decisions.
• Serve as the primary business/product voice during implementation-partner planning, design sessions, demos, testing, and release reviews.
• Coordinate user acceptance testing, business readiness, communications, training, adoption, and post-go-live feedback.
• Define product metrics and balance near-term delivery commitments with long-term maintainability, standardization, and platform strategy.
• Provide coaching and knowledge transfer to internal product managers, product owners, and business analysts.

Qualifications:

• Five or more years of product management, product ownership, or business-platform leadership experience.
• Strong ServiceNow product-management or product-owner experience in at least one major domain such as ITSM, HRSD, CMDB/CSDM, ITOM, ITAM, Service Catalog, Knowledge Management, or employee experience.
• Demonstrated ability to transfer product-management and process-design experience into newer areas such as HRSD, employee experience, or conversational service.
• Experience owning a backlog and roadmap across multiple stakeholders or delivery teams.
• Experience leading discovery, requirements, user-story development, prioritization, demos, user acceptance testing, and release readiness.
• Experience working with implementation partners, managed service providers, or distributed delivery teams.
• Strong facilitation, communication, writing, and stakeholder-management skills.
• Experience translating complex HR or employee-service processes into simple, intuitive user experiences.
• Preferred: ServiceNow HRSD implementation or product-owner experience from discovery through go-live and enhancement.
• Preferred: Employee Center, Virtual Agent, conversational AI, Moveworks, Employee Works, global HR/shared services, change management, or regulated-industry experience.

Tools and Technologies:

ServiceNow; HRSD; Employee Center; Virtual Agent; conversational AI; Moveworks; Employee Works; ITSM; CMDB/CSDM; ITOM; ITAM; Service Catalog; Knowledge Management; case management; lifecycle events; product roadmaps; backlogs; user stories; user acceptance testing.