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.

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, subject to internal approval.

Security Requirements

• CAC Eligibility: Must be eligible to obtain and maintain CAC credentials for secure program access.
• Clearance: Ability to obtain and maintain a Secret security clearance if required by the program.
• Authentication: Ability to utilize Department of War (DoW) Common Access Card (CAC) primary authentication mechanisms for secure, identity-validated administrative access.

Compensation and Market Alignment

The anticipated annual compensation range for this position is $130,000 to $140,000, commensurate with relevant experience, ServiceNow CSM expertise, federal program background, clearance/CAC eligibility, certifications, and overall alignment with the role's senior Product Owner / Lead Business Analyst responsibilities. This range is intended to reflect market positioning for a specialized ServiceNow CSM product ownership role requiring strong business process leadership, stakeholder facilitation, backlog governance, technical implementation partnership, and experience supporting secure, regulated government environments.