Managed Service ServiceNow Product Owner

Description

At CDW, we make it happen, together. Trust, connection, and commitment are at the heart of how we work together to deliver for our customers. It's why we're coworkers, not just employees. Coworkers who genuinely believe in supporting our customers and one another. We collectively forge our path forward with a level of commitment that speaks to who we are and where we're headed. We're proud to share our story and Make Amazing Happen at CDW.

Job Summary

As the Managed Services ServiceNow Product Owner, you should have excellent knowledge of the scrum framework, with all its artifacts and techniques. You'll also need the ability to coordinate people and projects (occasionally facilitating changes) with your mind set on deliverables. The ServiceNow Product Owner plays a key role in driving development, adoption, and value of the ServiceNow platform for Managed Services. We're looking for a motivated, experienced ServiceNow Product Owner to shape strategy, define the roadmap, and deliver impactful capabilities. This role will initially lead a critical initiative to consolidate two legacy systems into a single, modern delivery platform. Afterward, the Product Owner will continue evolving the platform based on business priorities. Success in this role requires strong collaboration with stakeholders, technical teams, and leadership to ensure ServiceNow supports operational excellence, customer experience, and innovation. The ideal candidate is a strategic thinker with a passion for digital platforms, strong communication skills, and the ability to influence and drive cross-functional results.

What you will do:

• Coordinate sprints, retrospective meetings and daily stand-ups
• Coach team members in Agile frameworks
• Facilitate internal release communication and effective collaboration
• Be the point of contact for external communications (e.g. from customers or stakeholders)
• Work with process owners to managed backlogs and develop acceptance criteria for new feature requests
• Resolve conflicts and remove obstacles that occur
• Help teams implement changes effectively
• Ensure deliverables are up to quality standards at the end of each sprint
• Guide development teams to higher scrum maturity
• Act as the primary Product Owner for the Greenfield project, leading the deployment of a new ServiceNow instance to support all Managed Services customers and coworkers
• Serve as the central liaison between business stakeholders and the ServiceNow development team, translating business needs into prioritized platform requirements
• Define, manage, and continuously refine the ServiceNow product backlog based on business value, customer outcomes, and strategic priorities
• Develop user stories and acceptance criteria, maintaining a clear, actionable backlog aligned with agile best practices
• Collaborate closely with ServiceNow administrators, process owners, developers, and architects to deliver high-quality, scalable, and sustainable solutions
• Communicate product vision, roadmap updates, and release plans effectively to leadership, stakeholders, and impacted teams
• Ensure platform governance standards are met, including security, performance, scalability, and user experience best practices
• Monitor platform usage, customer feedback, and key performance indicators to identify improvement opportunities and drive continuous platform optimization
• Utilize ServiceNow as a critical enabler of business capabilities by helping teams leverage the platform to enhance processes, services, and customer experiences
• Stay current on ServiceNow product releases, industry trends, and emerging technologies to guide platform evolution and strategic planning
• Build strong relationships with internal stakeholders, process owners, and subject-matter experts to ensure platform alignment with business needs
• Partner with other CDW application support teams to ensure system integrations, dependencies, and roadmaps are aligned
• Align customer experience strategies with broader CDW initiatives to deliver a consistent and superior coworker and customer experience

What we expect of you:

• Bachelor's degree in engineering, computer science, or information systems, or related field and 5 years of experience as a Product Owner, Business Analyst, or similar role supporting ServiceNow or enterprise platforms , OR
• 9 years of experience as a Product Owner, Business Analyst, or similar role supporting ServiceNow or enterprise platforms
• Master's degree preferred
• Scrum Master or Product Owner certification required
• Experience with Agile technologies and tools and working within Agile/Scrum environments
• Excellent organizational, communication, and stakeholder management skills.
• Strong knowledge of ServiceNow modules (ITSM, CSM, ITOM, etc.) and platform capabilities.
• Proven ability to translate business needs into actionable user stories and functional requirements.
• ServiceNow certifications such as Certified System Administrator (CSA), Certified Application Specialist (CAS), or Certified Implementation Specialist (CIS) are a plus
• Experience with ServiceNow ITSM, CSM, or custom application development preferred.
• Understanding of ITIL principles and ITSM best practices preferred.
• Familiarity with ServiceNow reporting, dashboards, and performance analytics preferred.
• Ability to influence and drive decisions across multiple stakeholder groups preferred.

Pay range: $86,800 - $119,544 depending on experience and skill set

Annual bonus target of 10% subject to terms and conditions of plan

Benefits overview: https://cdw.benefit-info.com/

Salary ranges may be subject to geographic differentials

We make technology work so people can do great things.

CDW is a leading multi-brand provider of information technology solutions to business, government, education and healthcare customers in the United States, the United Kingdom and Canada. A Fortune 500 company and member of the S&P 500 Index, CDW helps its customers to navigate an increasingly complex IT market and maximize return on their technology investments. Together, we unite. Together, we win. Together, we thrive.

CDW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other basis prohibited by state and local law.