Product Owner - ServiceNow

About this role

The Product Owner will lead business process definition, backlog ownership, requirements analysis, and stakeholder alignment for a ServiceNow CSM-based CRM implementation in a secure ServiceNow environment. This role will assist in translating the client's current customer-facing portal, registration, onboarding, migration tracking, dashboards, and support workflows into a secure, governed, and scalable ServiceNow CSM operating model.
This is a Senior Product Owner / Lead Business Analyst level position responsible for business process leadership, stakeholder alignment, backlog ownership, requirements governance, and client-facing facilitation.
At ServBeyond Solutions, you will join a growing GovCon company recognized for both growth and service, including Inc. 5000 recognition and a 2026 Service to the Citizen Award. We are building on that momentum by investing in talented people, disciplined systems, and the capabilities needed to support our next stage of growth. This role offers the opportunity to help deliver mission-focused technology solutions, partner directly with business, technical, and government stakeholders, and make a visible impact by improving how mission teams access, manage, and deliver critical services.
Primary Responsibilities

Lead
end-to-end business process design for customer onboarding, case management, and CRM workflows in ServiceNow CSM

Own and manage the product backlog, including user stories, priorities, and acceptance criteria

Conduct stakeholder workshops and translate business needs into clear, implementable requirements

Map and transform legacy tools, data, and processes into a unified ServiceNow CSM solution

Define workflows, automation, and integrations (e.g., CSM, portals, data sources)

Create and maintain process documentation, requirements, and traceability artifacts

Support UAT, validation, and release readiness to ensure solutions meet business needs

Ensure alignment with client security, CAC access, and compliance requirements

Facilitate client-facing requirements sessions, present options and recommendations, and drive stakeholder consensus across business, technical, and government teams.

Support technical implementation planning by translating business needs into ServiceNow solution requirements and collaborating with architects, developers, engineers, and program leadership.

Must-Have Experience

Experience delivering ServiceNow CSM implementations or enhancements in enterprise environments

Proven background in hybrid roles (Business Process Lead / Product Owner / Business Analyst)

Strong expertise in customer service/CRM processes (case management, onboarding, portals, workflows)

Hands-on experience in Agile delivery (user stories, backlog management, UAT, releases)

Ability to translate business needs into technical requirements for ServiceNow solutions

Experience working in regulated environments, preferably federal

Exposure to data migration, integrations, and legacy system transformation

Strong stakeholder management across business, technical, and government teams

Required Experience

Minimum 8 years of experience in Business Analysis, Product Ownership, Business Process Improvement, or related disciplines.

Minimum 5 years of experience supporting ServiceNow implementations.

Minimum 3 years of experience with ServiceNow Customer Service Management (CSM).

Minimum 3 years of experience supporting federal government programs.

Experience serving as Product Owner or backlog owner in Agile delivery environments.

Experience managing or supporting technical implementation projects.

Technical acumen sufficient to partner effectively with ServiceNow architects, developers, engineers, and government stakeholders.

Required Technical Skills

Strong knowledge of ServiceNow CSM modules (accounts, contacts, case management, portals, knowledge, SLAs)

Ability to define workflows and automation using Flow Designer, playbooks, and lifecycle stages

Understanding of data models and migration (tables, relationships, data mapping, import processes)

Experience with integrations (CSM, APIs, IntegrationHub, external systems)

Familiarity with CSM/ITSM interaction and case-to-incident workflows

Knowledge of reporting and analytics (dashboards, KPIs, Performance Analytics)

Ability to define role-based access and security requirements (CAC, data visibility, permissions)

Familiarity with Jira and GitLab in Agile delivery environments.

Required Soft Skills

Strong stakeholder management and workshop facilitation skills across business, technical, and government teams

Excellent communication skills (translating complex requirements into clear, actionable outputs)

Ability to work effectively in regulated environments with structured processes and compliance needs

Strong analytical and problem-solving skills for breaking down complex business processes

High-quality documentation and organization skills for audit-ready artifacts

Collaborative mindset to work across cross-functional teams (product, engineering, security, data)

Ability to drive decision-making, prioritization, and change management

Awareness of security and data sensitivity in government environments

Strong executive communication and presentation skills; business savvy and comfortable in client-facing discussions.

Ability to lead requirements workshops, communicate tradeoffs, and align stakeholders around clear decisions and next steps.

Certifications

ServiceNow certifications: CSA (preferred), CIS-CSM (strongly preferred), CIS-ITSM (nice to have)

Agile certifications: CSPO, PSPO, SAFe, PMI-ACP (preferred for product ownership)

Security+ or equivalent (for 8570/8140 compliance, if required)

Additional (nice to have): ITIL Foundation, CBAP/PMI-PBA, ServiceNow micro-certifications

Candidates without ServiceNow certifications may still be considered if they have strong applicable years of experience and can obtain certification within an agreed timeframe,…