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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Product Ownership within IT Service Management, focusing on managing product backlogs, translating business requirements into deliverable outcomes, and driving continual improvement across ServiceNow and related platforms. Strong analytical, communication, and stakeholder management skills are essential for effective prioritization and governance.
Highest-signal resume keywords
Product Ownership ExperienceServiceNow ExperienceIT Service Management ToolingAgile Principles and Delivery PracticesITIL v3 or ITIL 4 Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Product Backlog ManagementUser Story DevelopmentAcceptance Criteria DefinitionDelivery PlanningData AnalysisIncident ManagementChange ManagementProblem ManagementService Catalogue ManagementReporting
Soft Skills
Analytical Problem-SolvingCommunication SkillsFacilitation SkillsStakeholder ManagementAttention to Detail
Tools & Technologies
ServiceNowNexthinkHappySignalsCMDBPower BI
Certifications & Qualifications
ITIL v3 CertificationITIL 4 Certification
Industry Keywords
Financial ServicesRegulated EnvironmentEnterprise SystemsPlatform DeliveryGovernance
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Own and manage the ServiceNow product backlog
- Translate roadmap themes, stakeholder demand and operational insight into user stories, acceptance criteria and delivery outcomes
- Maintain the IT Service Management tooling product roadmap
- Define product objectives, outcomes and success measures
- Assess new demand through structured intake
- Lead refinement, prioritisation and sizing conversations
- Coordinate allocation of prioritised work across delivery resources
- Track delivery progress, manage dependencies and support testing, release planning, change communications and adoption
- Drive continual improvement across ServiceNow ITSM processes, service catalogue, request fulfilment, workflow, knowledge, reporting and Employee Center
- Partner with Configuration, Service Management, App Services, technical teams, suppliers and business stakeholders
- Improve adoption, usability, governance, data quality and business value
- Use platform data, stakeholder feedback and operational insight to identify pain points and improvement opportunities
- Facilitate decisions on priorities, scope, trade-offs, dependencies and outcomes
- Communicate product direction, delivery status, risks and decisions to technical and non-technical audiences
- Provide demonstrations, release updates and knowledge-sharing sessions
- Ensure tooling changes meet governance, change, testing, security and compliance expectations
- Maintain product documentation, decision records, requirements, acceptance criteria and release notes
- Support audit, assurance and reporting activity
- Investigate recurring issues, prioritise sustainable fixes and reduce operational risk
- Potentially own adjacent App Services products including Nexthink and HappySignals
- Connect insights from ServiceNow, Nexthink, HappySignals and other platforms to improvement activity
Requirements
What you’ll need- Proven Product Ownership experience in a technology, service management, enterprise systems or platform delivery environment
- Experience owning or managing a product backlog, including intake, refinement, prioritisation, sizing, delivery planning and acceptance criteria
- Experience working with IT Service Management tooling in a medium or large enterprise environment
- ServiceNow experience highly preferred; experience with any ITSM platform essential
- Practical understanding of ITSM processes such as Incident, Request, Change, Problem, Knowledge and Service Catalogue
- Experience working with technical delivery teams, analysts, platform administrators, suppliers and business stakeholders
- Experience using Agile principles and delivery practices, including backlog refinement, sprint planning, delivery tracking, testing and release activity
- Experience translating business requirements, user needs and operational pain points into clear, deliverable product outcomes
- Experience managing competing stakeholder priorities and making transparent trade-offs based on value, risk, effort and strategic alignment
- Strong analytical and problem-solving capability
- Strong communication, facilitation and stakeholder management skills
- Clear understanding of Product Ownership responsibilities
- Ability to prioritise effectively in a fast-paced environment
- Strong attention to detail and commitment to documentation, governance and traceability
- Commercial and pragmatic mindset
- Confidence to lead product conversations and make evidence-based recommendations
- Collaborative, self-motivated and accountable approach
- Hands-on ServiceNow experience desirable
- ServiceNow certifications or module-specific training desirable
- Experience with Nexthink, HappySignals, CMDB, Configuration Management, discovery, dependency mapping, reporting, data analysis, dashboards or Power BI desirable
- ITIL v3 or ITIL 4 certification, or equivalent practical experience, desirable
- Experience in financial services or another regulated environment desirable
Benefits
Comp & perks- Bonus
- Contributory pension
- Annual leave
- Hiscox days
- Private medical cover
- Hybrid working to support work-life balance
- A wide range of additional benefits