ServiceNow Product Owner

About the job

To own and transform ServiceNow into Masdar's centralised enterprise workflow and service management platform, driving standardisation, automation, and measurable adoption across IT, HR, Facilities, and Corporate Services, owning the end-to-end product strategy, roadmap, governance, and vendor delivery.

The ServiceNow Product Manager is accountable for evolving ServiceNow from a traditional IT ticketing tool into a comprehensive digital workflow engine: advancing ITIL and ITOM maturity, centralising service requests securely and compliantly across all business functions, enabling scalable automation and AI-powered virtual agent capabilities (Now Assist / Virtual Agent), and providing clear visibility into adoption and value realisation.

The role retains internal ownership of platform direction, architecture standards, and development governance in a multi-vendor delivery model, holding implementation partners accountable to outcome-based SLAs and ensuring Masdar is never dependent on a vendor for platform IP, runbooks, or configuration knowledge.

Key Accountabilities :

• Own and define the ServiceNow product vision and multi-year roadmap , transitioning from an ITSM tool to Masdar's enterprise workflow and service management platform across IT, HR, Facilities, and Corporate Services.
• Manage and prioritize the product backlog by business value, standardization, and automation potential; enforce an Out-of-the-Box (OOTB) adoption-first strategy to minimize customization and technical debt.
• Maintain a rolling 3-year platform business case , quantifying the value of ServiceNow expansion and using it to justify roadmap investment decisions to the Director.
• Conduct annual ServiceNow platform health assessments, covering technical debt, upgrade readiness, OOTB deviation index, license utilization, an-d integration dependency risks , presenting findings and a remediation roadmap to the Director.
• Drive centralization of all service requests into ServiceNow across IT (ITSM, ITOM, ITAM, SecOps), HR Shared Services (HRSD), and Facilities / Corporate Services.
• Own and maintain a ServiceNow Function Onboarding Playbook , a standardized process for bringing new business functions onto the platform, covering requirements assessment, process mapping, OOTB configuration, UAT, training, and hyper care. Target onboarding time: 8–12 weeks per function.
• Maintain a Shadow Tool Register , tracking all service management, ticketing, and workflow tools operating outside ServiceNow across Masdar and its entities; define and execute a consolidation roadmap to eliminate duplicates within an approved timeline, with quarterly progress reported to the Director.
• Partner with Finance to ensure ServiceNow financial management modules or integrations support transparent IT cost allocation and chargeback.
• Define a ServiceNow governance model for Masdar's 100%-owned entities , determining which entities share the core instance, which require federated configurations, and how data sovereignty and access controls are managed across entity boundaries.
• Lead the evolution of ITIL v4-aligned processes , incident, problem, change, and request management , ensuring ServiceNow drives process discipline, not just ticket logging.
• Define and own the CMDB data governance model , including CI ownership by domain, discovery rules, reconciliation processes, and a CMDB accuracy KPI (target: >90% CI accuracy for production systems)
• Mature ITOM capabilities , CMDB data quality and governance, discovery and service mapping, event management , focusing on data accuracy and usability, not just tool deployment.
• Establish a Problem Management Centre of Excellence , going beyond reactive problem records to proactive trend analysis, identifying systemic failure patterns across the estate, and presenting monthly problem intelligence to the Senior Manager, IT Operations and the Director.
• Evolve ServiceNow Event Management as the enterprise event correlation layer , integrating IT monitoring tools (Azure Monitor, Dynatrace) and OT alerting systems into a unified event stream, reducing alert noise through correlation rules.
• Enable and expand ServiceNow Virtual Agent and Now Assist , improving service-desk coverage and automating common requests without increasing headcount.
• Start with high-volume, low complexity use cases (password reset, access requests, FAQs) and expand based on adoption data and data quality; define a formal ROI gate before each expansion phase.
• Ensure Virtual Agent supports Arabic and English interaction , required for Masdar's UAE-based workforce and field operations teams; validate language support before any enterprise-wide rollout.
• Evaluate and pilot ServiceNow's Now Assist (GenAI) capabilities , including AI-generated case summaries, knowledge article suggestions, and agent-assist features, ensuring all GenAI features comply with Masdar's AI governance framework before deployment to production.
• Align Virtual Agent roadmap with the Service Delivery Lead to support L0/L1 ticket-reduction goals; report deflection rate and automation ROI to the Senior Manager, IT Operations monthly
• Build and mature the 'IT-for-IT' automation layer , request workflows, approval automation, incident routing and triage , and expand beyond IT to cross-functional workflows (employee onboarding, contract approvals, access certification)
• Maintain a Workflow Automation Library , a published catalogue of approved, reusable automation patterns available to all business functions onboarding to ServiceNow; functions must use library patterns before requesting custom workflows
• Define and track adoption and maturity KPIs , % of services routed through ServiceNow, ticket categorization accuracy, automation/self-service usage, CMDB completeness , establishing baseline within 60 days of role start.
• Develop and maintain three distinct dashboard layers in ServiceNow: Operational (real-time SLA and queue metrics for domain leads), Management (weekly adoption and backlog status for Senior Manager), and Executive (monthly platform health and roadmap status for Director and CDO).

Preferred Qualifications:

• Bachelor’s degree in IT, computer science, or a related field; relevant certifications preferred.
• ServiceNow Certified System Administrator (CSA) — required.
• ServiceNow Certified Implementation Specialist — ITSM (CIS-ITSM) — required.
• ServiceNow Certified Implementation Specialist — ITOM (CIS-ITOM) — required given CMDB and event management mandate.
• ServiceNow Certified Implementation Specialist — HRSD (CIS-HRSD) — desirable given HR expansion mandate.
• ITIL v4 Managing Professional or equivalent — required.
• Certified Scrum Product Owner (CSPO) or equivalent product management certification — desirable.

Preferred Experience:

• 7–10+ years in ServiceNow product ownership or platform leadership, with ITSM transformation / standardization and platform adoption across multiple business functions.
• Experience managing ServiceNow in outsourced / vendor-led environments; large, complex organizations preferred.
• Demonstrated experience managing ServiceNow implementation partners under outcome-based delivery models.
• Experience in the energy, utilities, or asset-intensive sector preferred; familiarity with UAE regulatory environment (NESA, ADIO,DOE) an asset.

Job-Specific Skills:

• ServiceNow platform — ITSM, ITOM, CMDB, HRSD, Virtual Agent, Now Assist, Integration Hub, and platform governance (primary skill area).
• ITIL v4 process expertise — incident, problem, change, request, and service level management.
• Product management — backlog prioritization, roadmap governance, business case development, and value realization tracking.
• Vendor and license governance — outcome-based SLAs, enterprise agreement management, and anti-lock-in practices.
• FinOps discipline — platform cost allocation, chargeback models, and license utilization optimization.
• AI and automation — ServiceNow Now Assist/GenAI, Virtual Agent, and AI governance compliance.