Product Owner – IT Service Management

Role Overview

• Define and maintain the vision and roadmap for IT Service Management solutions aligned with organizational goals;
• Act as the central point of contact between stakeholders, including IT teams, business units, and end-users;
• Gather, analyze, and prioritize business and functional requirements for ITSM tools and processes;
• Maintain and prioritize the product backlog, ensuring alignment with business value and technical feasibility;
• Collaborate closely with development teams to ensure timely and high-quality delivery of ITSM solutions;
• Participate in Agile ceremonies such as sprint planning, reviews, and retrospectives;
• Advocate for user experience and usability, ensuring ITSM tools are intuitive and effective;
• Organize and oversee training and support activities to ensure successful adoption of ServiceNow solutions;
• Define and monitor KPIs and performance metrics to evaluate ITSM effectiveness;
• Provide regular reporting and insights to stakeholders on product performance and improvement opportunities;
• Drive continuous improvement initiatives, incorporating user feedback and industry best practices;
• Stay up to date with ServiceNow capabilities, ITSM trends, and digital transformation practices;
• Identify and mitigate risks related to ITSM processes and tools, ensuring compliance with policies and standards;
• Ensure alignment with ITIL best practices to improve service delivery and operational excellence.

Requirements

• University degree in Computer Science, Information Technology, Business Informatics, or alternative training with relevant professional experience;
• Several years of relevant professional experience in IT Service Management, Product Ownership, or similar roles;
• Proven experience working with ServiceNow ITSM platform, including modules such as Incident, Change, Problem Management, Service Catalog, and CMDB;
• Strong understanding of ITIL framework and best practices for service lifecycle management;
• Experience working in Agile environments (Scrum, Kanban) and participating in Agile ceremonies;
• Experience in product management or product ownership, ideally within ITSM or enterprise platforms;
• Strong experience in stakeholder management and requirements engineering;
• Ability to translate business needs into functional and technical requirements;
• Experience in training, user support, and change management initiatives;
• Fluent in English, spoken and written;
• Relevant certifications are a plus: ServiceNow Certified System Administrator, ServiceNow Certified Implementation Specialist, ITIL Foundation Certification, Certified Scrum Product Owner / ScrumMaster;
• Strong communication and interpersonal skills with the ability to collaborate across technical and business teams;
• Analytical mindset with the ability to derive insights and support data-driven decisions;
• Ability to drive user-centric design and ensure usability of solutions;
• Proactive attitude with a focus on continuous improvement and innovation.

Tech Stack

• ITSM
• ServiceNow

Benefits

• Onboarding & Integration: we help you settle in quickly through our onboarding program and a team that supports you;
• Health & Life Insurance: we provide private health plans and life insurance, so you can have peace of mind;
• Discounts: enjoy discounts from our partners on activities, trainings, goods etc.;
• Bookster Subscription: are you a passionate reader? Then you can borrow your favorite books from the Bookster Library;
• Professional Development: with our variety of projects and teams, you'll be able to learn new skills, develop and shape the career path that fits you best;
• Bonuses: performance bonuses reward your achievements, and through referral bonuses we thank you for helping our team grow;
• Gift for Special Occasions: celebrate Easter, 8th of March or the Winter Holiday;
• Vacation Days: we truly believe in long-term partnerships, and we’re committed to supporting your well-being with a generous vacation policy from the start of your journey with us;
• Meal Tickets: we’re happy to offer meal tickets as part of your everyday benefits, helping make your lunch breaks more enjoyable;
• Flexibility: you can balance your work and personal life with arrangements tailored to your job and responsibilities.