Principal Lead - Service Now ITSM Consultant - Remote Eligible

Servicenow Itms Product Owner

We are seeking an experienced and driven ServiceNow ITSM Product Owner with specialized expertise in the IT Service Management (ITSM) module. The ideal candidate will play a pivotal role in driving the strategic direction, configuration, and continuous improvement of the ServiceNow platform, and will be responsible for leading the strategy, roadmap, and execution of our ServiceNow ITSM platform. This role will collaborate closely with stakeholders across IT, business units, and external partners to deliver scalable, user-centric solutions that align with our enterprise service management goals.

Key Responsibilities:

• Strategic Planning: Collaborate with key stakeholders to understand business objectives and translate them into ServiceNow platform initiatives.
• Develop and maintain a roadmap for the ITSM, ensuring alignment with organizational goals and industry best practices.
• Lead the design and implementation of ITSM, including configuration, customization, and integration with other systems.
• Stay abreast of ServiceNow updates and new features to leverage the latest capabilities for improved efficiency and user experience.
• Work closely with business units to gather requirements and define user stories for enhancements and new features.
• Prioritize backlog items based on business value, strategic goals, and user needs.
• Collaborate with cross-functional teams, including IT, HR, and other business units, to ensure the ServiceNow platform meets diverse needs.
• Function as a liaison between technical teams and end-users to facilitate effective communication and understanding.
• Implement effective change management strategies to ensure smooth adoption of new features and processes.
• Provide training and documentation for end-users to maximize platform utilization.
• Plan and manage product releases, coordinating with development, testing, and deployment teams.
• Monitor release progress and resolve any roadblocks or issues that arise during implementation.
• Define clear acceptance criteria for user stories and work closely with ServiceNow teams to ensure comprehensive testing.
• Coordinate and support user acceptance testing, gathering feedback and ensuring the solution meets business needs.
• Proactively identify opportunities for process improvements, user experience enhancements, and efficiency gains.
• Stay up to date with ServiceNow platform capabilities and industry best practices.
• Communicate project statuses, updates, and progress to stakeholders at various levels of the organization.
• Address questions, concerns, and feedback to ensure alignment and transparency.
• Manage relationships with ServiceNow vendors and stay informed about platform updates, releases, and best practices.
• Evaluate and recommend third-party applications or integrations to enhance the platform.

Required Skills & Qualifications:

Technical Expertise:

• 10-14 years of total ServiceNow experience with 4+ years of experience as Product Owner/Function consultant in ITSM module.
• Service Now Scripting experience – JavaScript, Angular JX, Jelly, XML, etc.
• Experience in implementation of workflows, flow designer, script includes, client scripts, policies, etc.
• Design and implement ITSM Modules in ServiceNow, including but not limited to Incident Management, Problem Management, Request Management, Change Management, Configuration Management, Service Portal.
• Experienced in Service Now SOAP and REST Integration.
• Experience with Agile/Scrum methodologies.

Certifications:

• ServiceNow Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS) in ITSM
• ITIL 4 Practitioner / Advanced Certifications

Preferred Qualifications:

• Experience securing large-scale ServiceNow implementations in regulated industries (finance, healthcare, government).
• Strong problem-solving, analytical, and communication skills to interact with technical and non-technical stakeholders.
• Knowledge of HRSD, Sec Ops and other modules.

Location: Hyderabad

Timings: 2:00 PM till 10:30 PM (IST)

About Our Company: Ameriprise India LLP has been providing client based financial solutions to help clients plan and achieve their financial objectives for 125 years. We are a U.S. based financial planning company headquartered in Minneapolis with a global presence. The firm's focus areas include Asset Management and Advice, Retirement Planning and Insurance Protection. Be part of an inclusive, collaborative culture that rewards you for your contributions and work with other talented individuals who share your passion for doing great work. You'll also have plenty of opportunities to make your mark at the office and a difference in your community. So if you're talented, driven and want to work for a strong ethical company that cares, take the next step and create a career at Ameriprise India LLP.

Ameriprise India LLP is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, genetic information, age, sexual orientation, gender identity, disability, veteran status, marital status, family status or any other basis prohibited by law.