Short Description The ServiceNow ITSM Product Owner is responsible for the end to end ownership, implementation, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform at the AO foundation. The role ensures that ServiceNow delivers measurable business value, aligns with IT strategy, and supports efficient, standardized, and user centric IT service processes. This role combines the implementation of ITSM processes and ServiceNow platform across AO with an external partner.

Main Responsibilities Key Responsibilities Lead the implementation and rollout of ServiceNow ITSM modules (e.g. Incident, Problem, Change, Request, CMDB) at AO Foundation Drive process standardization and automation aligned with ITIL best practices Ensure high-quality configuration, integration, and data integrity Oversee platform enhancements, upgrades, and releases Stakeholder & Vendor Management Collaborate with IT operations, service owners, and business stakeholders Manage and steer implementation partners and ServiceNow vendors Facilitate workshops, demos, and training sessions Act as the bridge between business needs and technical execution Product Ownership & Strategy Own the ServiceNow ITSM product vision, roadmap, and backlog Translate business and IT requirements into clear user stories and priorities Ensure alignment with IT strategy, governance, and Target Operating Model Act as the single point of accountability for ITSM platform decisions Governance, Quality & Adoption Define and enforce platform governance, standards, and documentation Ensure compliance with security, data protection, and audit requirements Monitor KPIs, SLAs, and user satisfaction Drive user adoption and continuous improvement