Role: Lead ServiceNow Product Owner
W2 Contract-to-Hire: 12 Months
Location: Reston, VA
Overview & Responsibilities:
Lead the visionary product strategy for a critical, new program—the FEP hub migration—to build a comprehensive Contact Center Solution based on ServiceNow CSM and ITSM modules. This is a strategic role requiring a "visionary" mindset, capable of defining a multi-year roadmap, building business cases for new features (like AI), and leading a large-scale ServiceNow transformation program.
You will…
• Lead the product vision and define the multi-year roadmap for the new Contact Center Solution.
• Drive and lead a large-scale ServiceNow program transformation, focusing on implementation, not just utilizing the tool.
• Ideate and evaluate new features (e.g., AI features), determining their business value and building business cases for leadership approval.
• Serve as a customer-facing leader, capable of developing presentations and documentation to translate technical information to customers.
• Write user stories based on ServiceNow requirements and work with the team to execute the roadmap.
• Support numerous meetings with business owners, customers, and internal teams to facilitate roadmap work.
Required Qualifications:
• Experience leading large-scale ServiceNow program transformation.
• Experience with ServiceNow implementation using CSM and ITSM modules.
• Proven ability to define multi-year product roadmaps and articulate product vision.
• Strong customer-facing communication and presentation skills.
• Certified Scrum Product Owner (CSPO) or equivalent Product Owner certification.
Preferred Qualifications:
• ServiceNow certification.
• Prior healthcare experience.
• Experience in developing business cases for, or implementing, AI features
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