Position Summary

This role owns the roadmap for ServiceNow automation and AI implementation, with a primary objective of deflecting & achieving automation around L1 helpdesk volume by eliminating routine support demand rather than simply accelerating existing processes. The role is built around three pillars: roadmap ownership and prioritization, data-driven automation and continuous improvement, and vendor partnership with knowledge transfer and stakeholder enablement. The Product Owner verifies Product capability against vendor claims, recommends vendor and partner decisions for leadership approval, and works alongside existing ServiceNow developers, architects, and QA staff to translate the roadmap into implementation, without duplicating their hands-on build work.

Primary Responsibilities

Pillar 1: Roadmap Ownership and Prioritization

The Product Owner owns the roadmap and prioritization logic for automation and AI initiatives across ITSM, sequencing deflection work ahead of post-creation automation and ensuring the roadmap reflects a clear line of sight from baseline data to deployed capability.

• Own and maintain the automation and AI roadmap across the five ITSM process areas: incident, request, knowledge, problem, and change.
• Sequence deflection work ahead of post-creation automation investment, in line with established ROI logic.
• Define and track readiness thresholds for each process area based on baseline metrics.
• Prioritize incident types for Virtual Agent deflection based on volume, deflection potential and data quality.
• Own deflection rate, human-touched ticket volume, and ROI metrics as primary success measures.
• Report progress against baseline metrics and flag when deflection plateaus, signaling readiness to shift investment toward post-creation automation.
• Build and maintain the business case supporting continued automation and AI investment.

Pillar 2: Data-Driven Automation and Continuous Improvement

The Product Owner uses incident, escalation, and CSAT to identify high-volume, automatable pain points, verify actual Product capability against vendor claims, and validates the impact of deployed solutions through ongoing monitoring.

• Analyze incidents, escalation, and ticket data to identify high-volume, high-friction topics suitable for automation or Virtual Agent deflection.
• Verify actual GenAI activation state directly in the Now Assist Admin panel rather than relying on vendor or marketing materials.
• Distinguish true Now Assist capability from legacy Predictive Intelligence and Agent Assist functionality.
• Partner with the Architect on design decisions including NLU training, Virtual Agent topic structure, and CMDB integration points.
• Partner with QA on acceptance criteria for deflection accuracy and release readiness.
• Monitor deployed automations post-launch, identifying underperforming flows and driving continuous improvement.
• Direct existing ServiceNow developers on build priorities without performing duplicate hands-on implementation work.

Pillar 3: Vendor Partnership, Knowledge Transfer, and Stakeholder Enablement

The Product Owner evaluates and recommends vendor and partner decisions, holds those partners accountable to knowledge-transfer commitments so implementation expertise moves in-house, and partners with stakeholders across the ITSM organization to build support for new capabilities and drive adoption.

• Evaluate vendor and partner capability, delivery history, and risk factors such as vertical specialization mismatches.
• Manage competitive RFP processes when needed, including scoring criteria and reference checks.
• Bring vendor and partner recommendations to leadership for final approval; final selection authority sits with the ITSM Initiative Lead.
• Hold vendors and partners accountable to scope, timeline, and knowledge-transfer commitments so implementation expertise transfers in-house.
• Communicate roadmap status, risks, and tradeoffs to leadership and other stakeholders.
• Coordinate with problem management to route recurring incident types into root-cause elimination efforts.
• Manage expectations with end users and support staff as L1 ticket volume and agent responsibilities shift.

Qualifications

Required

• Demonstrated experience with ServiceNow ITSM modules and hands-on familiarity with Now Assist, Virtual Agent, and Predictive Intelligence.
• Experience owning a product roadmap or similar prioritization function, including metric-driven decision making.
• Working knowledge of Flow Designer, orchestration, and integration patterns sufficient to direct and evaluate developer work.
• Experience evaluating vendors or implementation partners, including RFP processes.
• Strong written and verbal communication skills for stakeholder reporting.

Preferred

• ServiceNow CIS-ITSM certification.
• ServiceNow Now Assist Skill Kit certification or equivalent hands-on experience.
• Experience with ServiceNow releases Xanadu or Yokohama.
• Background in problem management or root-cause elimination disciplines.

The expected salary range for this position is $ 100,000 to $120,000 and will be impacted by factors such as the successful candidate's skills, experience and working location, as well as the specific position's business line, scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HAS and 401(k) accounts, paid-time-off benefits such as vacation, sick, personal, floating holidays and company holidays. In addition, eligible annual bonuses, equity and commissions may be available for some positions.

Department Information Technology

Required Experience: 5-7 years of relevant experience

Required Travel: Negligible

Required Education: Bachelor's degree (4-year degree)