HI Business Product Owner 
Santa Clara, CA

This position reports to: HI Global Product Owner

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive. We work hard but try not to take ourselves too seriously.  We are highly adaptable and constantly evolving.  We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better. 

About the HI Business Product Owner Role:

The HI Business Product Owner (BPO) role, located in Santa Clara, CA is instrumental in supporting the ongoing growth and success of ServiceNow. The BPO is responsible for ensuring that all products and operational processes are efficient, effective, and provide an exceptional experience for internal users and external customers.

The ideal candidate will provide a cover letter along with their application and resume.

What you get to do in this role:

• Own product area(s) providing strategic direction, delivering product improvements and creating great customer experiences
• Identify gaps and issues, design problem solutions, including the definition and collection of clear, actionable business requirements
• Drive product improvements from definition, implementation through adoption, measuring performance
• Align product improvements with other BPOs, product organization and other interfacing processes
• Document solutions and processes, create KB articles and develop training for your areas
• Manage Problem tickets and intake of new Demand records for your product areas
• Define and promote business product changes which continuously increase maturity and sustain each level of maturity
• Monitor and report on performance against KPIs and process health.
• Provide product feedback to Product teams while adopting out-of-box features and supporting tools

Required Skills and Experience:

• Solid product ownership experience
• Experience setting product direction and designing future state in alignment with corporate strategy
• Partnering with business units, understanding business pain points and designing solutions
• Establishing and growing strong working relationships with stakeholders, leadership and team members
• Effective at understanding the business, how it operates, what it values, it's goals and challenges
• Experience learning and owning tooling capabilities (in platform, custom, 3rd party) in support of a product
  • Demonstrated change agent - challenge the status quo in everything you do, ask “why” and “why not”
  • Experience helping a team reach the next level - delivering increasing levels of performance/outcomes
  • Established qualitative and quantitative measures and KPIs to determine impact and business value
  • Provided clear and proactive communication in fast-paced environment with quick and succinct responses
  • Has exceptional writing skills: documenting all product-related artifacts and all communications
  • Driving projects end-to-end from requirements/use cases, development, testing, readiness to deployment
  • Ability to move from macro to micro view: care about the broader impact, make other areas successful
  • Designed and implementing processes, governance and procedures
  • Facilitating prioritization of customer requests and full cycle program and project delivery
  • Experience facilitating planning meetings, workshops, reviews, retrospectives, etc.
  • Preparing and communicating best practices, case studies, etc.
  • Communicating new and improved processes and products to the organization

In order to be successful in this role, we need someone who has:

• A minimum of 5 years of product or process ownership experience
• A bachelor’s degree or equivalent experience in Computer Information Systems or a related field
• Demonstrated the ability to effectively lead and work with cross-functional and international work teams
• Highest integrity: follows through on every commitment small and large
• Excellent communication, negotiation, persuasion and presentation skills
• Consistently demonstrated a willing to take on new work and is comfortable with ambiguity.
• Modeled a “team attitude” - we win as a team and together we rise
• Highest integrity – after committing to do something, follows-up and gets it done
• Track record of driving aggressive deadlines, does everything possible to meet timelines
• Experience of working with urgency and follows-up with tenacity
• Collaborated with multiple business units and teams, driving cross functional groups to actional outcomes
• Exceptional leadership, people, organizational and planning skills
• Excellent reporting and data analysis skills
• Prioritized initiatives based on vision and strategic goals
• Successful track record on diving into the details and while keeping sight of the overall product goals

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at (408) 501-8550, or [email protected] for assistance.