ServiceNow Capability Owner - ITSM & Employee Experience

Black & Veatch Corporation; Overland Park (KS); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Health, dental, and vision benefits

Flexible work schedules

Company 401k with match

Tuition reimbursement

Performance-based bonus program

Job summary

Black & Veatch Corporation is seeking a ServiceNow Capability Owner to serve as the domain authority for ITSM. You will own the capability roadmap, prioritize the backlog, and govern requests to ensure scalable, business-aligned results.

The role balances Scrum team work with stakeholder engagement and guides AI-enabled features across Now Assist, Predictive Intelligence, and Virtual Agent. You will partner with architects and developers to translate business needs into outcomes while ensuring

Qualifications

• 8–10 years in product ownership or Agile delivery.
• Hands-on ServiceNow platform experience (implementation, administration, or development).
• ITIL service management knowledge.
• BS in IT/CS or related field; experience considered in lieu of degree.
• Excellent communication and stakeholder management.

Responsibilities

• Act as domain authority and product owner for ITSM capability.
• Define strategy, roadmap, and vision for the domains.
• Own, groom, and prioritize the capability backlog with acceptance criteria.
• Lead AI capability enablement (Now Assist, Predictive Intelligence, Virtual Agent).
• Collaborate with architects and developers to move work forward.
• Mentor technical team and lead stakeholder workshops.

Skills

Product Ownership

Agile Delivery

ITIL

Stakeholder Management

Leadership

Education

BS in Information Technology or Computer Science

Tools

ServiceNow

ITSM Platform Core

CSA or PO credentials (preferred)

Job description

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ServiceNow Capability Owner - ITSM & Employee Experience

Date: Sep 25, 2026

Location: Overland Park, KS, US Cary, NC, US

Company: Black & Veatch Family of Companies

Together, we own our company, our future, and our shared success.

As an employee-owned company, our people are Black & Veatch. We put them at the center of everything we do and empower them to grow, explore new possibilities and use their diverse talents and perspectives to solve humanity's biggest challenges in an ever-evolving world. With over 100 years of innovation in sustainable infrastructure and our expertise in engineering, procurement, consulting and construction, together we are building a world of difference.

Company : Black & Veatch Corporation

Opportunity Type : Staff

Project Only Hire : No

Why Black & Veatch?

At Black & Veatch, you’ll be part of work that matters—designing, creating, and building the infrastructure communities rely on every day, from concept through execution.

We care about how the work gets done as much as what we build. Safety is built into every decision, and people look out for each other—speaking up, collaborating, and doing the right thing because it affects real lives.

You’ll work alongside teams solving complex challenges and turning ideas into solutions that perform in the real world—gaining hands‑on experience across projects, technologies, and disciplines.

Ownership shows up in how we work. We take responsibility for outcomes, follow through on commitments, and take pride in what we deliver. As a 100% employee‑owned company, employees share in the long‑term success we build together.

With flexible ways of working and meaningful development opportunities, you’ll build a career you can be proud to stand behind.

The Opportunity

We are seeking a ServiceNow Capability Owner to serve as the domain authority and product owner for the ITSM capability on the ServiceNow platform. In this role, the Capability Owner is the product owner: a single accountable leader for the capability maturity, backlog health, prioritization, stakeholder alignment, and governance discipline of these domains.

This role owns capability outcomes, not configuration or development. You will define the roadmap, shape and prioritize the backlog, keep incoming requests on the correct governance path, and ensure platform investments translate into scalable, business‑aligned results. You will partner closely with architects and developers to move work forward, while shielding the delivery team from direct, unmanaged stakeholder demands so they can protect delivery capacity.

As a Product Owner, you stand at the center of everything, translating business needs into actionable outcomes. Half your time is with the Scrum team, shaping stories, answering questions, joining sprint ceremonies, and making sure what is being built stays on track. The other half is with your stakeholders, gathering feedback, validating progress, and ensuring the solution actually fits the business.

As Black & Veatch accelerates its AI‑native platform strategy, this role requires a strong understanding of ServiceNow’s AI ecosystem, including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI capabilities. The Capability Owner will identify high‑value AI use cases, define requirements for AI‑powered features, and drive adoption of intelligent automation across the ITSM workflows.

Key Responsibilities

Product Ownership & Capability Strategy

• Act as the domain authority and product owner for ITSM accountable for capability maturity, outcomes, and enhancement of existing platform capabilities.
• Define and execute the product strategy, roadmap, and vision for the domains, aligned to enterprise goals.
• Own, groom, and prioritize the capability backlog; translate business needs into structured, high‑quality user stories and acceptance criteria.
• Balance competing priorities across business value and outcomes, risk and compliance, and platform health and scalability.

ServiceNow Platform Knowledge & Solution Alignment

• Apply strong, practical knowledge of ServiceNow core capabilities, Service Catalog, and the ITSM Platform Core module to shape fit‑for‑purpose solutions.
• Define and maintain end‑to‑end business processes within the domains and their cross‑domain touchpoints.
• Bring technical fluency to discussions of architecture, API integrations, and data flow between ServiceNow and connected systems, without performing configuration or development yourself.
• Drive standardization and alignment to out‑of‑the‑box capabilities and platform‑first design principles.
• Lead AI capability enablement across the domains, identifying and prioritizing high‑value use cases (Now Assist, Predictive Intelligence, Virtual Agent, AI Search), defining requirements for GenAI summarization, classification, routing, and conversational AI, and ensuring responsible AI, data privacy, and governance alignment.

Agile Delivery & Scrum Team Collaboration

• Spend roughly half your time with the Scrum team, shaping stories, answering questions, joining sprint ceremonies (planning, refinement, review, retrospective), and keeping what is being built on track.
• Operate within Agile frameworks (Scrum, SAFe) and apply ITIL service management practices to backlog and process decisions.
• Maintain backlog readiness and support Agile execution; coordinate UAT, release validation, and adoption readiness from an ownership and acceptance standpoint rather than hands‑on build.

Stakeholder Management, Leadership & Team Mentoring

• Spend roughly the other half of your time with stakeholders, gathering feedback, validating progress, and ensuring the solution actually fits the business.
• Serve as the primary interface between business stakeholders and the delivery team; facilitate workshops to gather, refine, and challenge requirements before they enter the backlog.
• Lead change and communication across a large, diverse group of stakeholders, routing incoming requests onto the correct governance path.
• Mentor and guide technical team members, fostering a collaborative, high‑performance culture, and shield developers and administrators from direct, unmanaged stakeholder asks to preserve delivery capacity.

Analytical Excellence & Value Realization

• Identify gaps, reduce complexity, and simplify without compromising requirements or platform standards.
• Improve process maturity, automation, and adoption within the domains, working autonomously and across technology, data, and functional teams to deliver agreed outcomes.
• Drive measurable results such as operational efficiency, cost optimization, and improved user experience.

Communication & Executive Reporting

• Define, track, and report KPIs that measure capability performance and value delivered.
• Present complex technical concepts and roadmap decisions clearly to business leaders and stakeholders through strong verbal and written communication.

Preferred Qualifications

• Product Ownership & Experience: 5+ years in product ownership, business analysis, or Agile delivery, with hands‑on ServiceNow platform experience (implementation, administration, or development) and a proven ability to define and execute product strategy, roadmap, and vision aligned with enterprise goals.
• ServiceNow Platform Knowledge: Strong, practical understanding of ServiceNow core capabilities, Service Catalog, and relevant functional modules, particularly ITSM with technical fluency to discuss architecture, API integrations, and data flow between ServiceNow and connected systems.
• Methodologies & Frameworks: Strong knowledge of Agile frameworks (Scrum, SAFe) and ITIL service management practices; ITIL 4 Foundation certification, with ServiceNow Certified System Administrator (CSA) or Certified Product Owner credentials preferred.
• Leadership & Stakeholder Management: Excellent communication, facilitation, and stakeholder management skills, with proven experience leading change across large, diverse stakeholder groups and mentoring technical teams to build a collaborative, high‑performance culture.
• Analytical & Delivery Excellence: Keen eye for gaps, complexity reduction, and simplification without compromising requirements; exceptionally organized, detail‑oriented self‑starter who functions autonomously and delivers agreed outcomes across technology, data, and functional teams.
• Education & Communication: BS in Information Technology, Computer Science, Business, or a related field (additional experience accepted in lieu of degree), with excellent verbal and written communication and the ability to present complex technical concepts to business leaders.
• Certified Product Owner or Product Manager
• Familiarity with enterprise process frameworks, including ITIL, knowledge governance
• Experience defining AI use cases in ServiceNow or similar platforms, including Generative AI concepts and responsible AI governance
• Experience in cross‑functional ServiceNow implementations or platform transformations

Minimum Qualifications

• 8-10 years experience
• All applicants must be able to complete pre‑employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Work Environment/Physical Demands

Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.

Job Grade

017

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Black & Veatch is committed to being an employer of choice by creating a valuable work experience that keeps our people engaged, productive, safe and healthy.

Our comprehensive benefits portfolio is a key component of this commitment and offers an array of health care benefits including but not limited to medical, dental and vision insurances along with disability and a robust wellness program.

To support a healthy work‑life balance, we offer flexible work schedules, paid vacation and holiday time, sick time, and dependent sick time.

A variety of additional benefits are available to our professionals, including a company‑matched 401k plan, adoption reimbursement, tuition reimbursement, vendor discounts, an employment referral program, AD&D insurance, pre‑taxed accounts, voluntary legal plan and the B&V Credit Union. Professionals may also be eligible for a performance‑based bonus program.

We are proud to be a 100 percent ESOP‑owned company. As employee‑owners, our professionals are empowered to drive not only their personal growth, but the company’s long‑term achievements - and they share in the financial rewards of the success through stock ownership.

By valuing diverse voices and perspectives, we cultivate an authentically inclusive environment for professionals and are able to provide innovative and effective solutions for clients.

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