ServiceNow ITSM Product Owner

AT&T inc.; Dallas (TX); On-site; USD 106,000 - 133,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Wellbeing perks

Job summary

Forged Fiber is seeking a ServiceNow ITSM Product Owner to lead the vision, roadmap, governance, and continual improvement of the ITSM platform. You will partner with IT Operations, Security, and business stakeholders to drive process maturity and platform adoption.

Responsibilities include backlog management, governance facilitation, CMDB governance, and ensuring ITIL-aligned processes support resilience and service quality across FF37's operations.

Qualifications

• 5+ years of experience in IT Service Management, Product Ownership, IT Operations, or Service Delivery leadership.
• Experience managing ITSM processes and governance.
• Strong understanding of ITIL principles and service management best practices.
• Experience working with cross-functional stakeholders and senior leadership.
• Demonstrated ability to communicate complex technical concepts to non-technical audiences.

Responsibilities

• Define process standards and governance.
• Drive process standardization across technology teams.
• Identify bottlenecks and opportunities for automation.
• Ensure alignment with ITIL best practices.
• Manage the ServiceNow backlog and enhancement prioritization process.
• Facilitate governance and stakeholder review meetings.
• Partner with ServiceNow administrators, developers, and vendors.
• Ensure platform capabilities align with business priorities and compliance requirements.
• Provide leadership reporting on platform performance and value realization.

Skills

ITIL knowledge

Stakeholder communication

Product Ownership

ITSM governance

Job description

About Forged Fiber

At Forged Fiber, our mission is bold but simple: deliver fast, reliable, future-proof connectivity that builds the foundation for everything online. As we execute, we believe the right way to do something is the only way. This foundation guides how the company builds, operates, and maintains a state-of-the-art open-access fiber network platform that empowers millions.

Forged Fiber is about more than building a network. It is about people. Every role matters. Every contribution counts. Together, employees create impact through teamwork, trust, and a shared commitment to excellence.

The Role

The ServiceNow ITSM Product Owner is responsible for the vision, roadmap, governance, and continual improvement of FF37's ServiceNow IT Service Management (ITSM) platform. This role serves as the business owner for ITSM capabilities and ensures ServiceNow supports operational excellence, service delivery, governance, and business objectives.

The ServiceNow ITSM Product Owner partners with IT Operations, Infrastructure, Security, Application Owners, and business stakeholders to drive process maturity, platform adoption, automation, CMDB governance, and operational resilience.

ITSM Strategy & Roadmap

• Define and maintain the ServiceNow ITSM roadmap.
• Prioritize platform enhancements and business requirements.
• Assess ServiceNow capabilities beyond ITSM and CMDB and develop recommendations for future platform expansion aligned to business objectives.
• Drive platform enhancements that improve service quality, user experience, automation, and operational efficiency.

Service Management Process Ownership:

Serve as the business owner for core ITSM processes including:

• Incident Management, including Major Incident Management
• Request Fulfillment
• Change Enablement
• Problem Management
• Knowledge Management
• Service Catalog Management
• Configuration Management (CMDB)

Responsibilities include:

• Defining process standards and governance.
• Driving process standardization across technology teams.
• Identifying bottlenecks and opportunities for automation.
• Ensuring alignment with ITIL best practices.

ServiceNow Governance and Platform Leadership

• Manage the ServiceNow backlog and enhancement prioritization process.
• Facilitate governance and stakeholder review meetings.
• Partner with ServiceNow administrators, developers, and vendors.
• Ensure platform capabilities align with business priorities and compliance requirements.
• Provide leadership reporting on platform performance and value realization.

Business Continuity, Disaster Recovery & Operational Resilience

• Partners with Business Continuity Disaster Recovery, Infrastructure, Security and Application Owners to ensure ServiceNow supports FF37's resiliency and recovery objectives.

• Establish governance for service ownership, application ownership, and dependency management data required to support continuity planning and recovery activities.
• Drive prioritization of CMDB, Service Mapping, Discovery, and service relationship initiatives that improve visibility into critical business services and technology dependencies.
• Ensure Incident, Major Incident, Change Enablement, and Configuration Management processes incorporate continuity and recovery requirements.
• Support identification and documentation of critical business services, supporting applications, infrastructure dependencies, operational contacts, and recovery-related information within ServiceNow.
• Collaborate with stakeholders to support continuity exercises, disaster recovery testing, audit readiness, and operational resilience initiatives.

Vendor & Partner Oversight

• Serve as the business owner for ServiceNow-related consulting and managed service engagements.
• Gather and prioritize business requirements from stakeholders.
• Coordinate platform improvements across technology and business teams.
• Communicate roadmap progress, risks, and opportunities to leadership.

Required Qualifications

• 5+ years of experience in IT Service Management, Product Ownership, IT Operations, or Service Delivery leadership.
• Experience managing ITSM processes and governance.
• Strong understanding of ITIL principles and service management best practices.
• Experience working with cross-functional stakeholders and senior leadership.
• Demonstrated ability to communicate complex technical concepts to non-technical audiences.

Preferred Experience

• ServiceNow Certified System Administrator (CSA)
• ITIL Foundation Certification
• Product Owner certification (CSPO, SAFe, or equivalent)
• Experience with CMDB, Service Mapping, ITOM, or Asset Management.
• Experience with Flexera software asset management.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges:

$106,000 - $133,000

Forged Fiber offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing.

What to Expect Next

Background Screening

If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements.

Forged Fiber 37 Services, LLC participates inE‑Verifyand will provide the federal government with your Form I‑9 information to confirm that you are authorized to work in the United States.Employers can only useE‑Verifyonce you have accepted a job offer and completed the Form I‑9.

Equal Employment Opportunities

It is the policy of Forged Fiber to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. In addition, Forged Fiber will provide reasonable accommodation for qualified individuals with disabilities and is a fair change employer and does not initiate a background check until after an offer is made.

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