Job Description – Product Owner (CRM) – ServiceNow

Location: Santa Clara, CA (Onsite/Hybrid)
Experience: 8+ Years

Position Overview

We are seeking an experienced Product Owner – CRM (ServiceNow) to drive the strategy, roadmap, and execution of CRM-related initiatives within the ServiceNow ecosystem. The ideal candidate will act as the bridge between business stakeholders, customer operations teams, engineering teams, and ServiceNow platform teams to deliver scalable, customer-centric solutions that enhance customer engagement, service delivery, and operational efficiency.

This role requires strong experience in ServiceNow CRM and Customer Service Management (CSM), Agile product ownership, stakeholder management, and enterprise-scale digital transformation programs.

Key Responsibilities

Product Strategy & Roadmap

• Define and own the CRM product vision, roadmap, and backlog aligned with business objectives.
• Collaborate with business stakeholders to identify opportunities for improving customer experience and operational efficiency.
• Translate business needs into product requirements, user stories, and acceptance criteria.
• Prioritize product features and enhancements based on business value and customer impact.

ServiceNow CRM & CSM Ownership

• Lead implementation and optimization of ServiceNow CRM, Customer Service Management (CSM), and related modules.
• Drive adoption of ServiceNow best practices and platform capabilities.
• Partner with platform architects and development teams to design scalable CRM solutions.
• Ensure alignment with enterprise architecture and governance standards.

Agile Product Management

• Own and manage the product backlog.
• Conduct sprint planning, backlog grooming, and release planning activities.
• Work closely with Scrum teams to ensure timely delivery of high-quality solutions.
• Define and monitor KPIs, product success metrics, and customer satisfaction metrics.

Stakeholder Management

• Engage with executive leadership, business teams, customer operations, sales, support, and IT organizations.
• Facilitate workshops, requirements gathering sessions, and product demonstrations.
• Provide regular updates on roadmap progress, risks, and business outcomes.

Data & Analytics

• Analyze customer journey data and operational metrics to drive product decisions.
• Leverage reporting and dashboards to monitor CRM effectiveness and service performance.
• Identify opportunities for automation, self-service, and AI-driven customer engagement.

Innovation & Continuous Improvement

• Evaluate emerging ServiceNow capabilities including AI, GenAI, Agentic AI, and workflow automation.
• Drive process improvements and digital transformation initiatives.
• Recommend enhancements that improve customer experience and operational efficiency.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.
• 8+ years of experience in Product Management/Product Ownership.
• 5+ years of experience working with ServiceNow platforms.
• Hands-on experience with:
  • ServiceNow Customer Service Management (CSM)
  • ServiceNow CRM solutions
  • Case Management
  • Knowledge Management
  • Service Portal / Employee Center
  • Workflow Automation
• Strong experience with Agile/Scrum methodologies.
• Experience managing enterprise-scale CRM implementations.
• Strong analytical and problem-solving skills.
• Excellent stakeholder management and communication skills.

Preferred Qualifications

• Experience in high-tech, semiconductor, SaaS, or enterprise software environments.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow CSM Implementation Specialist Certification.
• Product Owner Certification (CSPO/PSPO).
• Experience with AI-driven customer service solutions.
• Familiarity with Salesforce CRM and CRM migration programs.
• Experience integrating ServiceNow with ERP, CRM, and customer support platforms.