ServiceNow Capability Owner - ITSM & Employee Experience

Black & Veatch; Overland Park (KS); On-site; USD 85,000 - 135,000; Full time

Job summary

Black & Veatch is seeking a ServiceNow Capability Owner to lead ITSM domain strategy and product ownership on the Now platform. You will define roadmaps, manage backlogs, and govern requests while partnering with architects and developers to deliver scalable, business-aligned outcomes across AI-enabled ITSM workflows.

You will balance time between the Scrum team and stakeholders, translating business needs into tangible features, and ensuring governance discipline and platform investments drive

Qualifications

• Must have experience as a Product Owner for ITSM on ServiceNow.
• Ability to define roadmap, governance, and backlog prioritization for domain maturity.
• Strong collaboration with architects and developers to translate business needs into outcomes.

Responsibilities

• Own ITSM capability maturity, outcomes, and enhancement of platform capabilities.
• Define and execute product strategy, roadmap, and vision aligned to enterprise goals.
• Shield delivery team from unmanaged stakeholder demands to protect delivery capacity.
• Partner with stakeholders for feedback and governance over AI-enabled features.

Skills

ServiceNow

ITSM

Product ownership

Agile/Scrum

Stakeholder management

AI capabilities awareness

Now Assist

Predictive Intelligence

Virtual Agent

Generative AI

Tools

Now Assist

Predictive Intelligence

Virtual Agent

Generative AI

ServiceNow Platform

Job description

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

Req Id : 117283

Opportunity Type : Staff

Relocation eligible : No

Full time/Part time : Full-Time

Project Only Hire : No

Visa Sponsorship Available: 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,