Job Title: Lead Product Owner
Location: Reston, VA (Hybrid onsite)
Duration: 12 Months+
Job Purpose:
Drives value to both customers and the business by serving as the primary liaison between client stakeholders and internal delivery teams. Partners with customers to guide plan discovery, adoption, and post-adoption support, ensuring that product solutions deliver measurable business outcomes. Represents the voice of the customer in backlog prioritization, roadmap planning, and feature development, while fostering long-term client relationships built on trust and service excellence. ServiceNow expertise is essential to effectively manage product backlogs, streamline workflows, and deliver customer-centric solutions.
ESSENTIAL FUNCTIONS:
70% Enable successful customer adoption of solutions by working closely with clients to understand their operational needs, translate those needs into product capabilities, and ensure the current system supports their workflows. Serve as the trusted advisor guiding customers through discovery, adoption, and post-adoption support. Conduct in-depth discovery sessions with customers to capture operational requirements, pain points, and desired outcomes. Map customer processes against product capabilities to identify gaps, opportunities, and adoption pathways. Analyze customer feedback and usage data to continuously refine understanding of adoption challenges and opportunities. Identify key stakeholders and champions within customer organizations to support adoption efforts. Assess readiness for change and tailor adoption strategies accordingly. Develop metrics and KPIs to measure adoption success and inform ongoing improvements. Serve as the accountable owner for customer success across product adoption and lifecycle management.
10% Act as the primary point of contact for customer accounts, providing proactive communication, updates, and support throughout the adoption journey. Guide customers through onboarding and implementation, ensuring smooth transitions and effective use of product capabilities. Partner with business analysts and technologists to break down MVPs into actionable user stories that reflect customer priorities. Provide post-adoption support, including performance reviews, feedback sessions, and continuous improvement planning. Educate customers and internal stakeholders on product features, best practices, and value realization.
10% Support culture change to improve delivery agility. Provide coaching to team members who are new to Scrum and Agile practices. Supports team building and team development by utilizing the abilities and skills of individuals, and fostering a feedback culture. Mentors Product Owners to ensure their success.
Required Experience:
8-10 years Product Owner experience
Experience in ServiceNow Platform implementation in large scale business transformation projects
Previous healthcare experience
ServiceNow experience is required
Leading ServiceNow programs (CSM, ability to write user stories based on ServiceNow)
Customer Facing role, good communication skills, ability to build roadmaps, create presentations, documentations, meetings with business owners, owners and facilitates the roadmaps and work.
Looking ground up product. Visionary person required
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