ServiceNow Product Owner

***This is a W2 job.

**Candidates MUST BE local to Reston, VA

Title: ServiceNow Product Owner - CSM/ITSM/CRM

Terms of Employment:

W2 Contract-to-Hire, 12 Months

This is a hybrid position. Candidates must be comfortable working onsite in Reston, Virginia, a minimum of once or twice per week for whiteboarding, PI planning, and sprint sessions.

DMV+ WV only and convertible candidates only

Overview & Responsibilities:

Work with a leading organization to serve as a strategic Senior Product Owner, driving a major, high-impact business transformation on the ServiceNow platform. This critical role requires a visionary leader to define and execute the product roadmap for a new inquiry/case management solution, leveraging core ServiceNow modules like Customer Service Management (CSM) and IT Service Management (ITSM). This is an excellent contract-to-hire opportunity for a local candidate to establish the long-term digital strategy for customer business solutions. You will

Drive and define the strategic product vision for the Customer s business transformation using the ServiceNow platform.

Own, manage, and execute the product backlog and roadmap, ensuring alignment with overall business objectives.

Conduct discovery sessions and meetings with internal business owners (PCBSA) and external FEP plans to gather and capture detailed requirements.

Create feature hypotheses, make data-driven decisions, and execute on the product roadmap.

Serve as the customer-facing representative, conducting presentations to executives and management with advanced presentation and communication skills.

Create necessary documentation and PowerPoints for product strategy and feature communication.

Recognize, analyze, and solve complex technical and business problems related to ServiceNow implementation.

Required Qualifications:

Minimum of 6 years of dedicated Product Owner experience

Demonstrated, hands-on knowledge and experience with ServiceNow implementation, particularly with the CSM, ITSM, and/or CRM modules (not just using it as a ticketing system).

Experience in product leadership roles where the candidate defined and owned the product vision and roadmap (not just executing project requirements).

Strong knowledge of product planning and life cycle development principles.

Experience working with multiple/larger teams, particularly within an Agile/SAFE Agile environment.

Preferred Qualifications:

Experience with comparable CRM/CSM platforms and transformation projects (e.g., Salesforce).

Previous experience working within the healthcare industry.

Possession of an Advanced Degree.

Certification as a Certified Scrum Product Owner (CSPO).

Experience with other ServiceNow tools like CMDB and ITOM.