ITSM & Employee Experience Capability Owner / Product Owner

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ITSM & Employee Experience Capability Owner / Product Owner
Location: Kansas City, MO (Preferred) or Raleigh, NC
Work Arrangement: 3 days Hybrid in a week
Employment Type: 6-Month Contract-to-Hire


Position Summary
Client is seeking an experienced ITSM & Employee Experience Capability Owner / Product Owner to lead the strategy, roadmap, adoption, and ongoing maturity of the organization's ServiceNow-based ITSM and Employee Experience capabilities.
This role will serve as the primary owner and advocate for the platform, partnering with business and technology stakeholders to drive continuous improvement, governance, and user adoption. The ideal candidate is a strong communicator and relationship builder who can connect technology investments to business value, bring stakeholders along on the journey, and advance the maturity of established capabilities across the enterprise.
This is primarily a product ownership and capability leadership role rather than a technical administration position. The successful candidate will own the roadmap, backlog, enhancement prioritization, and capability vision while maintaining a basic level of hands-on platform involvement when needed.

Key Responsibilities

• Own the overall vision, strategy, roadmap, and maturity of the ITSM and Employee Experience capabilities.
• Serve as the primary point of contact for stakeholders, business partners, and technology teams.
• Manage and prioritize the product backlog based on business value, user feedback, and strategic initiatives.
• Lead stakeholder engagement sessions to identify opportunities for process improvements and platform enhancements.
• Drive adoption and continuous improvement of Employee Center and Employee Center Pro.
• Establish and strengthen knowledge management governance, processes, and content ownership models.
• Partner with IT leadership and process owners to improve Incident Management, Request Management, and Change Management capabilities.
• Communicate capability value, success metrics, and roadmap priorities across the organization.
• Ensure alignment with established operating models, governance processes, and organizational objectives.
• Facilitate requirement gathering, enhancement prioritization, and release planning activities.
• Identify opportunities to incorporate AI, automation, and self-service capabilities into future roadmaps.
• Measure and report on platform performance, adoption, and user experience outcomes.

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.

Ideal Candidate Profile
The ideal candidate has successfully inherited an existing ITSM or Employee Experience capability and led it to the next level of maturity. They can provide concrete examples of owning a roadmap, managing a backlog, driving stakeholder alignment, establishing governance, and improving service experiences across an enterprise organization. This individual is a strategic thinker who can articulate a vision while also ensuring execution through effective prioritization, communication, and cross-functional leadership.




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careers@tekfortune.com

. To view all the jobs available in the USA and Asia please visit our website at https://www.tekfortune.com/careers/ .