AI ServiceNow Business Product Owner

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Was Sie tun werden

Job Title: AI Product Owner – ServiceNow

Reports To: Head of Solutions Hub Digital Product & Experience

Job Overview

As the AI Product Owner – ServiceNow, you will own the vision, roadmap, and delivery of generative and agentic AI capabilities within our ServiceNow ecosystem. Partnering with module Product Owners across HRSD, S2P, and other domains, you’ll design and deliver intelligent automation—leveraging Now Assist, AI Agents, predictive intelligence, and agentic workflows—to elevate service experiences and operational efficiency.

Key Responsibilities

• AI Product Strategy & Vision

• • Define and evolve the strategic vision for AI-powered enhancements in ServiceNow.

  • Identify and prioritize opportunities to embed AI—Now Assist, AI Agents, predictive intelligence—across HRSD, S2P, WSD, Virtual Agent and other modules

  • Keep pace with AI trends and ServiceNow innovations to shape roadmap direction.

• Stakeholder Engagement & Cross-Module Alignment

• • Collaborate with module Product Owners and Operational teams to translate their roadmaps into AI-driven user outcomes.

  • Serve as principal liaison between Product Owners, Tech & Data, AI Squad and Platform teams to drive alignment on AI initiatives.

  • Continually refine value propositions and user stories based on business needs

  • Evangelize AI capabilities and educate business partners on key capabilities and future opportunities for AI usage

  • Partner with OCM teams to determine best change management approaches to maximize adoption and value from new capabilities

• Discovery & Backlog Management

• • Lead discovery sessions to uncover AI-driven use cases across ServiceNow modules.

  • Craft, groom, and prioritize user stories in collaboration with module PO teams and engineering.

  • Write clear acceptance criteria and ensure stories reach Definition of Ready/Done

  • Ensure enhancement requests meet the fit criteria for AI uses cases (as opposed to more traditional automation capabilities); redirecting to module Product Owners when traditional automation tools are a better fit

• Delivery & Agile Governance

• • Work with engineering teams (including Platform and Agile delivery teams) to support sprint planning and execution.

  • Monitor development progress, ensure rigorous testing, and validate AI solution delivery

  • Drive process improvements for an SDLC fit-for-purpose for deployment of AI capabilities

  • Track KPIs—e.g., reduction in manual effort, automation rates, user satisfaction—with emphasis on measurable business impact.

• Continuous Improvement

• • Iterate AI features based on feedback, usage analytics, and evolving best practices.

  • Advocate for improvements in processes, tooling, and design to support quality and scalability

  • Monitor metrics for adoption, performance and value realization, to communicate to leadership achievement in delivering desired business outcomes

Qualifications

• Education: Bachelor’s degree in Business, Computer Science, Engineering, or a related field

• Experience:

• • 5–7+ years in Product Management or Product Ownership, with at least 2–3 years leading AI-driven initiatives.

  • Proven track record delivering AI/ML-based solutions in enterprise environments, preferably on ServiceNow.

  • Direct experience with ServiceNow AI modules (Now Assist, AI Agents, predictive intelligence, etc.) is strongly preferred

  • Experience working with module POs (HRSD, S2P, etc.), aligning cross-functional roadmap execution.

  • Deep understanding of Agile/Scrum. Familiarity with JIRA/Confluence or similar tools.

• Certifications:

• • ServiceNow Certified System Administrator or AI module certifications.

  • Certified Scrum Product Owner (CSPO) or similar.

  • AI/ML training or certification a plus.

• Skills:

• • Exceptional stakeholder management and communication, capable of aligning business and technical stakeholders.

  • Strong analytical skills—comfortable using data for prioritization and measuring outcome-based impact.

  • Business acumen with ability to translate complex problems into scalable, automated solutions.

  • Familiarity with data governance, privacy, and compliance in AI contexts.

Benefits & Working Environment

• Competitive compensation and benefits package.

• Opportunities for AI training and professional development.

• Collaborative, innovation-focused, and inclusive workplace culture.

Why Join Us?

• Be at the forefront of AI innovation in ServiceNow.

• Shape enterprise-wide service experiences by partnering across HRSD, S2P, and other modules.

• Drive measurable impact, delivering intelligent automation that enhances efficiency and user satisfaction.

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