**About Us** **Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.** **Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.** **But the heartbeat of SHI is our employees – all 6,000 of them.** **If you join our team, you’ll enjoy:** + **Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.** + **Continuous professional growth and leadership opportunities.** + **Health, wellness, and financial benefits to offer peace of mind to you and your family.** + **World-class facilities and the technology you need to thrive – in our offices or yours.** **Job Summary** We are seeking an experienced and proactive Senior Product Owner with ServiceNow expertise to lead and optimize our internal applications. This role is central to our product development, driving the creation and enhancement of ServiceNow products by translating business strategy into actionable solutions. It ensures our platform aligns with company goals and user needs, maximizing technology investments. The Senior Product Owner will define and communicate the product vision, strategy, and roadmap for ServiceNow modules like ITSM, ITOM, ITAM, TPSM, and GRC. Collaborating with cross-functional teams, this role prioritizes enhancements and manages a robust product backlog. Working in an Agile environment, you’ll oversee development, ensure successful feature delivery, and continuously enhance processes and user experience. **Role Description** + Define and maintain the product vision, strategy, and roadmap for ServiceNow (ITSM, ITOM, ITAM, TPSM, GRC), ensuring alignment with company goals and best practices. + Develop and manage a prioritized product backlog. Write clear user stories with defined acceptance criteria. Adjust priorities based on feedback and evolving needs. + Collaborate with stakeholders (IT, business units, process owners) to gather and prioritize requirements. Serve as the main contact for product-related inquiries. + Work with development teams to ensure shared understanding of requirements. Provide guidance during sprints and remove blockers. + Lead Agile ceremonies including backlog grooming, sprint planning, and reviews. Apply Agile/Scrum principles to manage complex products and interdependencies. + Review and accept completed work, ensuring it meets quality standards and delivers value. + Oversee ServiceNow design and configuration, guiding minimal customization to maintain stability and upgradability. + Ensure module integration and alignment, collaborating with architects and product owners to manage dependencies. + Implement change management for platform updates. Communicate changes, provide training, and support adoption. + Monitor platform performance, gather feedback, and propose enhancements to improve efficiency, experience, and data quality. + Drive continuous improvement by evaluating new ServiceNow features and best practices. + Uphold governance and compliance, ensuring ITIL-aligned processes, data integrity, and audit readiness. + Lead high-impact projects, managing high-risk initiatives and ensuring consistent value delivery. **Behaviors and Competencies** + Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably. + Business Acumen: Can evaluate market trends and competitive landscape to identify opportunities and risks. + Collaboration: Can proactively seek out diverse perspectives, facilitate open communication among team members, and drive toward consensus and action. + Communication: Can effectively communicate complex ideas and information to diverse audiences and can facilitate effective communication between others. + Data Analysis: Can apply complex analytical methods and algorithms for predictive modeling and can interpret and communicate the results effectively. + Detail-Oriented: Can manage complex tasks or projects, identifying errors or inconsistencies, and ensuring all details are addressed, necessary corrections are made, and quality is maintained. + Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas. + Follow-Through: Can independently track progress, make necessary adjustments, and ensure the successful completion of complex projects. + Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods. + Problem-Solving: Can proactively identify potential problems, initiate preventive measures, and propose and contribute to innovative solutions. **Skill Level Requirements** + Ability to oversee and direct projects to completion, ensuring goals are met, resources are utilized efficiently, and stakeholders are satisfied - Intermediate + Familiarity with enterprise resource planning (ERP) systems, including the ability to navigate, utilize, and integrate these systems to streamline business processes and improve operational efficiency - Intermediate + Proficiency in using Dynamics CRM to manage customer relationships, track sales, and streamline business processes through automation and data analysis - Intermediate + Experience in various project management frameworks such as Agile, Waterfall, and Scrum to effectively plan, execute, and close projects - Intermediate + Demonstrates a working knowledge of current and evolving technologies including Cloud, Security, IoT, and Digital Workplace - Intermediate **Other Requirements** + Completed Bachelor's in Computer Science, Information Systems, Business Administration, or related field, or relevant work experience required + ServiceNow Certified System Administrator (CSA) certification required + 7+ years in product management, ownership, or business analysis, with a strong record of delivering product vision and strategy in Agile environments. + 3+ years hands-on with ServiceNow as an admin, developer, or product owner, including ITSM, ITOM, ITAM, or GRC. + Familiarity with core ITSM processes (Incident, Change, Request, CMDB, Asset Management). GRC experience is a plus. + Proven ability to translate business needs into user stories and manage a product backlog. + Solid understanding of ITIL and ITSM best practices. + Experience with full lifecycle ServiceNow implementations or major upgrades. + Strong collaboration with cross-functional teams and stakeholders. + Integration experience with enterprise systems (e.g., directory services, CRM, monitoring tools) is a plus. + Ability to travel 10% **Preferred Certifications:** + **ServiceNow CIS** (ITSM, ITOM, or GRC) + **ITIL 4 Foundation** + **CSPO** or equivalent Agile certification + Additional certifications (e.g., ServiceNow Developer, ATF, PMP) are assets. The estimated annual pay range for this position is $120,000 - $165,000 which includes a base salary. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending. Equal Employment Opportunity – M/F/Disability/Protected Veteran Status