Senior Product Owner ServiceNow ITSM (ID 2007)
Davos Platz, CH
Short Description
The ServiceNow ITSM Product Owner is responsible for the end to end ownership, implementation, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform at the AO foundation. The role ensures that ServiceNow delivers measurable business value, aligns with IT strategy, and supports efficient, standardized, and user centric IT service processes.
This role combines the implementation of ITSM processes and ServiceNow platform across AO with an external partner. product ownership, process design, working closely with IT teams, business stakeholders, and external partners.
Main Responsibilities
Key Responsibilities
- Lead the implementation and rollout of ServiceNow ITSM modules (e.g. Incident, Problem, Change, Request, CMDB) at AO Foundation
- Drive process standardization and automation aligned with ITIL best practices
- Ensure high-quality configuration, integration, and data integrity
- Oversee platform enhancements, upgrades, and releases
Stakeholder & Vendor Management
- Collaborate with IT operations, service owners, and business stakeholders
- Manage and steer implementation partners and ServiceNow vendors
- Facilitate workshops, demos, and training sessions
- Act as the bridge between business needs and technical execution
Product Ownership & Strategy
- Own the ServiceNow ITSM product vision, roadmap, and backlog
- Translate business and IT requirements into clear user stories and priorities
- Ensure alignment with IT strategy, governance, and Target Operating Model
- Act as the single point of accountability for ITSM platform decisions
Governance, Quality & Adoption
- Define and enforce platform governance, standards, and documentation
- Ensure compliance with security, data protection, and audit requirements
- Monitor KPIs, SLAs, and user satisfaction
- Drive user adoption and continuous improvement
Main Requirements
Education & Experience
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field.
- Proven experience as ServiceNow Product Owner, ITSM Lead, or Service Manager
- Hands on experience with ServiceNow ITSM implementations
- Strong understanding of ITIL processes and service management concepts
- Experience working in agile or hybrid delivery models
- Ability to manage multiple stakeholders in a complex environment
- Strong analytical, communication, and facilitation skills
- Fluent in English (German is an advantage)
Technical Skills
- Solid understanding of IT infrastructure, cloud technologies, enterprise applications, and cybersecurity fundamentals.
- Experience with project management tools (e.g., Microsoft Project, Azure DevOps, Jira, Planner).
- Familiarity with ITIL processes is a plus.
Nice to Have
- ServiceNow certifications (e.g. CSA, ITSM, CIS)
- ITIL certification (v3 or v4)
- Experience with CMDB, CSDM, or integrations (e.g. Azure AD, monitoring tools)
Soft Skills
- Strong communication and stakeholder management abilities.
- Excellent problem-solving and decision-making skills.
- High degree of organization and attention to detail.
- Ability to work under pressure and manage multiple priorities.
Wir bieten
- Eine interessante und abwechslungsreiche Tätigkeit in einem spannenden und innovativen Unternehmen
- Die Möglichkeit, Teil eines hoch engagierten internationalen Teams zu sein
- Moderne Infrastruktur
- Hohe Flexibilität in Bezug auf Arbeitszeiten und Arbeitsort (je nach betrieblichen Erfordernissen)
- Attraktive Anstellungsbedingungen und Sozialleistungen, zusätzliche Urlaubstage und höhere Pensionskassenbeiträge
- Eine ausgeprägte Weiterbildungskultur und Unterstützung bei individuellen Entwicklungsmöglichkeiten