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Capability Lead - ITSM

Tekfortune Inc.United States🇺🇸United States

Why this role stands out

This role offers a fantastic opportunity to shape the future of employee experience by leading critical ITSM and Employee Center initiatives within a reputable company. You'll thrive here if you're a proactive Product Owner with a strong ServiceNow background, eager to drive strategic improvements and influence organizational adoption. Take the next step in your career and apply for this exciting contract-to-hire position.

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationUnited States
Stakeholder ManagementProcess ImprovementServiceNow

Job description

ITSM & SPM & ITAM Product Owner / Capability Lead

Remote - 6-month remote (After you get hired by the client, converted to hybrid; you will relocate those location)

Locations: Open to relocation.

• Kansas City – Overland Park (just outside Kansas City): 11401 Lamar Ave Overland Park, KC 66211

• North Carolina – Cary (just outside Raleigh) 175 Regency Woods Place Cary, NC 27518

Required Qualifications

  • Experience serving as a Product Owner, Capability Owner, Product Manager, or similar leadership role within a ServiceNow environment.
  • Strong background in IT Service Management (ITSM) processes and best practices.
  • Experience owning product roadmaps, backlogs, and enhancement prioritization.
  • Proven success driving capability maturity and organizational adoption.
  • Strong stakeholder management, facilitation, and communication skills.
  • Ability to translate business needs into product improvements and strategic initiatives.
  • Experience leading governance, process improvement, and operational transformation efforts.
  • Self-starter with the ability to drive initiatives independently and influence without direct authority.

Required ServiceNow Experience

  • Employee Center
  • Employee Center Pro
  • IT Service Management (ITSM)
  • Incident Management
  • Request Management
  • Change Management
  • Knowledge Management
  • Backlog Management
  • Product Roadmap Ownership
  • Stakeholder Engagement and Governance

Preferred Qualifications

  • Experience with AI-enabled service management capabilities and employee self-service solutions.
  • Experience improving employee experience through ServiceNow platform enhancements.
  • Familiarity with workflow automation and digital transformation initiatives.
  • Experience in large enterprise environments with multiple stakeholder groups.
  • Knowledge of ServiceNow reporting, dashboards, and platform analytics.

Technical Expectations

  • Primarily focused on product ownership, governance, strategy, stakeholder management, and capability maturity.
  • Approximately 10% hands-on involvement within the ServiceNow platform.
  • Ability to perform light configuration and effectively collaborate with administrators, developers, and technical teams.
  • Comfortable participating in solution discussions and evaluating enhancement requests.

Current Challenges and Focus Areas

The selected candidate will help client address several key initiatives, including:

  • Maturing Employee Center and Employee Center Pro capabilities and user adoption.
  • Improving and standardizing Incident, Request, and Change Management processes.
  • Reducing excessive customization and driving alignment to best practices where appropriate.
  • Establishing Knowledge Management governance, ownership, and lifecycle processes.
  • Enhancing employee self-service experiences.
  • Developing and executing a long-term capability roadmap aligned with business objectives.

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