Description:
Red Hat is seeking a highly skilled and motivated ServiceNow Configuration Management Database (CMDB) Product Owner to join the ServiceNow Center of Excellence (CoE) team. As the ServiceNow Product Owner, you will play a crucial role in leading the development and overall management of the CMDB within ServiceNow. The Product Owner will collaborate with the Platform Product Manager and global, cross-functional teams to ensure the successful delivery of solutions that align with business goals and compliance requirements.
What You Will Do
Product Vision & Roadmap
- Collaborate with the Platform Product Manager and business stakeholders to communicate and execute on a product vision and strategy for the ServiceNow CMDB, aligned with platform, regulatory, and compliance requirements.
- Maintain strong relationships with the Platform Product Manager and key stakeholders to ensure alignment and engagement.
- Develop and maintain a detailed product roadmap based on the overall vision, outlining key milestones, feature releases, and short- and long-term goals.
- Coordinate dependencies by partnering with other product owners and product managers at Red Hat.
- Stay current on ServiceNow capabilities as new features and functionality are offered. Including, but not limited to:
- CMDB
- Discovery
- Service Mapping
- Workspaces
- Integration capabilities
- Data architecture & retention
Backlog & Product Management
- Own and prioritize the product backlog, defining acceptance criteria and organizing demands (epics, features, user stories, defects, incidents, requests and vulnerabilities) based on business value, regulatory priorities, and feedback.
- Collaborate with the Platform Product Manager, stakeholders, and IT teams to gather and refine requirements while ensuring alignment with organizational goals.
- Work closely with cross-functional teams to drive development and maintain alignment with the product vision.
- Ensure the development team has a well-groomed backlog with support from ServiceNow CoE Business Systems Analysts.
- Manage escalations and lead issue investigations to ensure timely resolutions.
Configuration Manager
- Develop, implement and maintain processes for CMDB data governance, ensuring data accuracy, completeness and compliance.
- Promote CMDB utilization and value across key processes and with key stakeholders.
- Manage the onboarding/change/offboarding of configuration items and services.
- Manage the integration health for the CMDB with other sources of truth.
- Evangelize ServiceNow's Common Service Data Model (CSDM)framework to optimize the benefits of leveraging CSDM within the CMDB.
Red Hat Compliance
- Stay current with Red Hat compliance, audit requirements, and Platform compliance requirements to ensure solutions are compliant.
- Monitor and manage data quality metrics, ensuring compliance with organizational standards and industry regulations.
Testing And Validation
- Coordinate with stakeholders to ensure the solution is thoroughly tested and validated.
- Accountable for accepting/rejecting solutions via demo.
User Training And Support
- In coordination with the Platform Product Manager ensure the development of user training materials and support documentation, ensuring that staff can effectively use the solution.
- Perform other duties as assigned
Performance Reporting & Metrics
- Define and track key performance indicators (KPIs) for the CMDB to measure its value and effectiveness.
- Present regular updates on CMDB health, usage, and improvements to leadership and stakeholders.
What You Will Bring
- 5 years+ experience as a Product Owner or similar role with expertise in ServiceNow CMDB.
- Bachelor’s degree in Information Technology/Computer Science or combination of work experience and certifications within ServiceNow.
- Extensive hands-on experience managing and maturing a CMDB within a ServiceNow platform, including in-depth knowledge of ITOM Discovery, Service Mapping and core ITSM processes.
- Experience with Agile Methodologies, including scrum.
- Strong understanding of ITIL/ITSM processes, including Configuration Management.
- Practical use of the CSDM framework within ServiceNow
- Excellent communication, interpersonal, and problem-solving skills.
- Ability and flexibility to work independently and collaboratively in a globally dispersed team environment.
- Strong analytical and critical thinking skills.