Product Owner

Synechron; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

Synechron is seeking an experienced Product Owner / Business Analyst for ITOM & CMDB to steer governance, backlog, and continuous improvement of IT Operations Management and Configuration Management capabilities.

The role collaborates with Infrastructure, Cloud, Applications, Service Desk, Security, Operations, Architecture, and business stakeholders to define ITOM/CMDB requirements, prioritize the backlog, improve CI data quality, and align with ServiceNow CSDM principles.

Qualifications

• Experience defining ITOM and CMDB requirements for large environments.
• Strong CMDB governance, data quality, and lifecycle management.
• Ability to translate business needs into epics, features and user stories.
• Proven track record delivering product roadmaps with stakeholders.

Responsibilities

• Own ITOM/CMDB product vision and backlog; prioritize by value and risk.
• Lead backlog refinement, sprint planning, demos, and reviews.
• Coordinate with IT, security, and business stakeholders to gather requirements.
• Define MVP scope and phased delivery; ensure acceptance criteria are met.
• Track benefits, adoption, data-quality improvements, and outcomes.
• Ensure CMDB governance standards, CI ownership, and lifecycle policies.
• Support discovery, service mapping, and data integration initiatives.

Skills

Product ownership

Backlog management

CMDB governance

ServiceNow ITOM

Discovery

Service Mapping

Stakeholder management

Tools

ServiceNow

CMDB

Discovery

Job description

We are looking for an experienced Product Owner / Business Analyst – ITOM & CMDB to lead the enhancement, governance, and continuous improvement of IT Operations Management and Configuration Management capabilities.

The successful candidate will work with Infrastructure, Cloud, Applications, Service Desk, Security, Operations, Architecture, and business stakeholders to define ITOM and CMDB requirements, prioritize the product backlog, improve configuration-item data quality, and ensure alignment with ServiceNow CSDM principles.

The role requires strong knowledge of CMDB governance, ServiceNow ITOM, Discovery, service mapping, configuration-item lifecycle management, and stakeholder-driven product delivery.

Key Responsibilities:

Product Ownership and Backlog Management:

• Own and maintain the ITOM and CMDB product vision and roadmap.
• Gather requirements from Infrastructure, Cloud, Applications, Service Desk, Security, Operations, and business teams.
• Translate business and operational needs into epics, features, user stories, and acceptance criteria.
• Prioritize the product backlog based on business value, risk, data quality, operational impact, and dependencies.
• Lead backlog refinement, sprint planning, demos, and stakeholder reviews.
• Define MVP scope and phased delivery plans.
• Coordinate with development, platform, architecture, and implementation teams.
• Accept or reject delivered functionality based on agreed acceptance criteria.
• Track product benefits, adoption, data-quality improvements, and delivery outcomes.

CMDB Governance:

• Define and maintain CMDB governance standards, processes, roles, and responsibilities.
• Establish configuration-item ownership and accountability.
• Define CI naming, classification, lifecycle, relationship, and data-quality standards.
• Establish processes for CI creation, updates, certification, retirement, and archival.
• Define governance for duplicate, stale, orphaned, incomplete, or incorrectly classified CIs.
• Develop CMDB health metrics and reporting.
• Monitor completeness, correctness, compliance, conformity, and relationship quality.
• Coordinate CMDB audits and remediation activities.
• Maintain CMDB policies, procedures, standards, and operating models.

ITOM and Discovery:

• Support ServiceNow ITO:M capabilities, including:Discovery.
• Service Mapping.
• Event Management.
• Cloud Discovery, where applicable.
• Define Discovery requirements, schedules, credentials, patterns, and data sources.
• Analyze Discovery results and resolve identification, reconciliation, and classification issues.
• Support mapping of technical infrastructure to business and application services.
• Define requirements for service maps, dependencies, and relationships.
• Coordinate integration of CMDB data from cloud, network, endpoint, server, database, application, and monitoring tools.
• Ensure Discovery and integration data follows CMDB governance and CSDM standards.

CSDM Alignment:

• Apply ServiceNow Common Service Data Model principles to CMDB and service-management processes.
• Define and maintain service, application, technical, business, and supporting-service relationships.
• Support alignment of service offerings, business applications, application services, technical services, and infrastructure CIs.
• Identify and remediate CSDM data-model gaps.
• Guide stakeholders on correct service and CI classification.
• Ensure CMDB and ITOM enhancements support the agreed CSDM roadmap.

Stakeholder Management:

• Act as the primary link between technical teams, service owners, process owners, platform teams, and business stakeholders.
• Facilitate workshops and requirements sessions.
• Resolve ambiguity and conflicting requirements.
• Communicate complex CMDB and ITOM concepts clearly to technical and non-technical stakeholders.
• Coordinate with vendors, ServiceNow partners, and implementation teams.
• Provide product status, roadmap, risk, dependency, and data-quality updates.

Testing and Delivery:

• Define functional requirements, user stories, acceptance criteria, and test scenarios.
• Support SIT, UAT, regression testing, and production validation.
• Validate Discovery, service mapping, CI relationships, event data, integrations, and CMDB health.
• Manage defects, data-quality issues, and remediation actions.
• Support release planning, change management, implementation readiness, and post-release validation.