Product Owner, Service Now

IT Service CenterUS Exempt RegularFull timeStateside Exempt 3.1Location: Adelphi, MD (Hybrid)

Summary:

The Product Owner for our ITSM product (ServiceNow) offerings will define and drive the strategic direction of our ITSM services and processes. The ServiceNow Product Owner will ensure that our ServiceNow ITSM solutions align with our organizational goals, enhance the user experience, and continuously evolve to meet the ever-changing demands of the business and operations organizations. The ServiceNow Product Owner will contribute to the creation and maintenance of the product roadmap and ensure alignment with the overarching product strategy and market trends.

Duties and Responsibilities:

• Collaborate with the operations, digital platform, and business leadership to define and execute the product strategy for our ServiceNow ITSM offerings.

• Gather, prioritize, and manage product requirements from stakeholders, customers, and cross-functional teams. Clearly communicate these requirements to the development teams.

• Contribute to the creation and maintenance of the product roadmap. Ensure that it aligns with the overarching product strategy and market trends.

• Maintain a well-defined and prioritized product backlog.

• Work closely with development teams to provide guidance, answer questions, perform testing, and ensure successful delivery of product features.

• Champion a user-centric design and development approach.

• Coordinate testing and validation activities to ensure that developed features meet requirements, quality, and performance standards.

• Engage with process owners and stakeholders to understand their needs, gather feedback, and drive continuous improvement.

Skills:

• Exceptional customer service skills

• ServiceNow ITSM experience

• Strong self-motivation and initiative skills

• Ability to be flexible and adaptive in an evolving IT organization.

• Excellent oral and written communication skills

• Strong organizational and multi-tasking skills

• A focus on continual improvement 

• Ability to collaborate in a team setting

• Strong analytical and problem-solving skills

Education & Experience Requirements:

Experience:

• 5+ years of ServiceNow experience

Preferred Experience Requirements:

Education:

• Bachelor's Degree

Experience:

• ServiceNow Certified Implementation Specialist in IT Service Management (CIS-ITSM) certification

Certifications:

• ITIL Service Management/Lifecycle certification (v2 or above)

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu. 

Benefits Package Highlights:

• Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
• Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
• Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
• Flexible Spending Accounts: Available for medical and dependent care expenses.
• Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
• Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
• Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$61,000.00 - $71,800.00