ServiceNow Product Owner

Masdar (Abu Dhabi Future Energy Company); Abu Dhabi; On-site; AED 420,000 - 660,000; Full time

Job summary

Masdar, a leading Abu Dhabi energy company, seeks a strategic ServiceNow Product Manager to evolve the platform beyond ITSM into enterprise workflow and service management across IT, HR, Facilities and Corporate Services. You will own the end-to-end roadmap, drive automation, AI-driven capabilities, and governance with multi-vendor partners.

You will oversee platform health, cost management, and data governance, delivering measurable value and standardisation across the organisation.

Qualifications

• Bachelor's degree in IT, computer science, or a related field.
• Relevant certifications in ServiceNow and ITIL are desirable.

Responsibilities

• Own and define the ServiceNow product vision and multi-year roadmap across IT, HR, Facilities and Corporate Services.
• Manage and prioritise the product backlog by business value, standardisation and automation potential.
• Lead platform governance, health assessments, and cost management with implementation partners.
• Drive centralisation of all service requests into ServiceNow and enable scalable automation and AI capabilities.
• Establish a CMDB data governance model and governance for ITOM, event management and service mapping.

Skills

ServiceNow platform

ITIL v4 process

Product backlog prioritisation

Vendor & licence governance

FinOps & cost allocation

AI governance

Stakeholder management

Education

Bachelor's degree in IT / Computer Science

Tools

ServiceNow ITSM

ServiceNow ITOM

CMDB

Now Assist

Job description

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, standardisation and automation potential, enforce an Out-of-the-Box OOTB adoption-first strategy to minimise customisation 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, licence utilisation and integration dependency risks presenting findings and a remediation roadmap to the Director.
• Drive centralisation 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 standardised process for bringing new business functions onto the platform covering requirements assessment, process mapping, OOTB configuration, UAT, training and hypercare. 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 gt 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.

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, standardisation and platform adoption across multiple business functions.
• Experience managing ServiceNow in outsourced, vendor-led environments large complex organisations 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 prioritisation, roadmap governance, business case development and value realisation tracking.
• Vendor and licence governance outcome-based SLAs, enterprise agreement management and anti-lock-in practices.
• FinOps discipline platform cost allocation chargeback models and licence utilisation optimisation.
• AI and automation ServiceNow Now Assist GenAI Virtual Agent and AI governance compliance.
• Strong stakeholder management ability to engage HR Finance Facilities and business unit heads on platform adoption.

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 / standardisation and platform adoption across multiple business functions.Experience managing ServiceNow in outsourced / vendor-led environments; large, complex organisations 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 prioritisation, roadmap governance, business case development, and value realisation tracking.Vendor and licence governance outcome-based SLAs, enterprise agreement management, and anti-lock-in practices.FinOps discipline platform cost allocation, chargeback models, and licence utilisation optimisation.AI and automation ServiceNow Now Assist/GenAI, Virtual Agent, and AI governance compliance.Strong stakeholder management ability to engage HR, Finance, Facilities, and business unit heads on platform adoption.