ServiceNow Product Owner

Insight Global; Chicago (IL); On-site; USD 120,000 - 160,000; Full time

Job summary

Insight Global is seeking a ServiceNow Product Owner to own the strategic roadmap for ServiceNow automation and AI initiatives. The role focuses on reducing Level 1 help desk demand via self-service and intelligent automation, driving ROI through metrics and data-driven decisions.

The ideal candidate will work with developers, architects, QA, vendors, and executives to advance enterprise ITSM transformation and adoption of cutting-edge AI solutions.

Qualifications

• 5-7+ years of IT/product ownership experience.
• Experience with ServiceNow ITSM modules.
• Experience owning and prioritizing a product roadmap.
• Strong metrics-driven decision making and analytics skills.
• Knowledge of Flow Designer, orchestration, and integration patterns.
• Experience directing and evaluating developer work.
• Strong stakeholder communication and reporting skills.

Responsibilities

• Own the strategic roadmap for ServiceNow automation and AI initiatives.
• Focus on reducing Level 1 help desk demand through self-service, virtual agent, and intelligent automation.
• Leverage operational data and business metrics to identify automation opportunities and measure ROI.
• Collaborate with ServiceNow developers, architects, QA, vendors, and executive stakeholders to drive adoption.
• Lead roadmap strategy, vendor management, and continuous improvement in ITSM transformation.

Skills

Product ownership

IT experience

Roadmap prioritization

Metrics analytics

Stakeholder communication

ServiceNow familiarity

Flow Designer

Orchestration

Integration patterns

Vendor management

Developer oversight

Tools

ServiceNow ITSM

Now Assist

Virtual Agent

Predictive Intelligence

Flow Designer

Job description

• 5-7+ years of relevant IT/Product ownership experience
• Experience with ServiceNow ITSM modules
• Hands-on familiarity with Now Assist, Virtual Agent, and Predictive Intelligence
• Experience owning and prioritizing a product roadmap
• Strong metric-driven decision making and analytics skills
• Knowledge of Flow Designer, orchestration, and integration patterns
• Experience directing and evaluating developer work
• Strong stakeholder communication and reporting skills

Nice to Have Skills & Experience

• ServiceNow CIS-ITSM Certification
• ServiceNow Now Assist Skill Kit Certification
• Experience with ServiceNow Xanadu or Yokohama releases
• Background in Problem Management
• AI and automation strategy experience within ServiceNow

Job Description

Insight Global is seeking a ServiceNow Product Owner for a top insurance and risk management client. This individual will own the strategic roadmap for ServiceNow automation and AI initiatives with a strong focus on reducing Level 1 help desk demand through self-service, virtual agent capabilities, and intelligent automation. The ideal candidate will leverage operational data and business metrics to identify automation opportunities, prioritize investments, and measure ROI. This person will work closely with ServiceNow developers, architects, QA resources, vendors, and executive stakeholders to drive adoption of cutting-edge AI and automation solutions. The role offers an opportunity to influence enterprise-wide ITSM transformation efforts while leading roadmap strategy, vendor management, and continuous improvement initiatives within a rapidly growing organization.