Product Owner CRM (ServiceNow)

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Overview
Seeking an experienced Product Owner to lead the strategy, roadmap, and delivery of CRM solutions within the ServiceNow platform. This role partners with business, customer operations, and technology teams to deliver scalable solutions that enhance customer experience and operational efficiency.

Key Responsibilities

• Own the CRM product vision, roadmap, and backlog.
• Translate business requirements into user stories and prioritized features.
• Lead implementation and optimization of ServiceNow CRM, CSM, Case Management, Knowledge Management, and Workflow Automation.
• Partner with development teams to deliver solutions using Agile/Scrum methodologies.
• Manage stakeholder engagement, product releases, and performance metrics.
• Drive automation, self-service, AI, and continuous improvement initiatives.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 8+ years of Product Management/Product Owner experience.
• 5+ years of ServiceNow platform experience.
• Hands-on experience with ServiceNow CSM, CRM, Case Management, Knowledge Management, Service Portal/Employee Center, and Workflow Automation.
• Strong Agile/Scrum, stakeholder management, and analytical skills.
• Experience leading enterprise CRM implementations.
• ServiceNow CSA and/or CSM certifications.
• CSPO/PSPO certification.
• Experience with Salesforce, CRM migrations, AI-driven customer service solutions, and ServiceNow integrations with ERP/CRM platforms.
• Background in high-tech, semiconductor, SaaS, or enterprise software environments.