Purpose

Serves as the primary liaison between client stakeholders and internal delivery teams, ensuring ServiceNow-based solutions drive measurable customer and business outcomes. Represents the customer voice during roadmap planning, backlog prioritization, and feature development, while supporting adoption, process improvement, and long-term relationship management.

Essential Functions

70% – Customer Adoption & Value Delivery

- Guide customers through discovery, adoption, and post-adoption support.

- Conduct deep-dive requirement sessions and map workflows to ServiceNow capabilities.

- Analyze feedback, user behavior, and KPIs to optimize customer adoption.

- Act as the accountable owner for customer success and operational enablement.

10% – Customer Engagement & Communication

- Serve as the primary customer contact for updates, onboarding, and solution usage.

- Collaborate with technical teams to translate MVPs into detailed user stories.

- Provide education, training, and post-adoption performance reviews.

10% – Agile & Team Enablement

- Promote Agile mindset, coach new team members, mentor Product Owners.

- Support process improvements that enhance delivery agility and efficiency.

Qualifications

- Bachelor’s degree (or +4 yrs experience in lieu). - 6+ years in IT/business analysis, development, systems analysis; or 4+ years Product Owner experience.

- Experience with ServiceNow implementation and workflows.

- Healthcare experience preferred.

Skills

- Strong communication & stakeholder management

- Knowledge of Agile, product lifecycle, business process analysis

- Ability to analyze/solve complex problems

- Advanced MS Office skills

Certifications (Preferred)

- Certified Scrum Product Owner

- ServiceNow product certifications