Product Strategy, Roadmap and Value Management

- Own and maintain the product roadmap for IT Service Management tooling, with ServiceNow as the primaryplatform focus.
- Translate strategic priorities, service management needs and user feedback into a prioritised backlog ofenhancements, fixes and continuous improvement activity.
- Define and communicate product objectives, outcomes and success measures, ensuring the backlog remains aligned to business value, risk, user experience and operational need.
- Assess new demand through structured intake, clarifying business outcomes, feasibility, dependencies, sizingassumptions and prioritisation options.
- Support a value-focused approach to technology delivery, balancing colleague experience, control, resilience, adoption and efficient use of delivery capacity.

Backlog Ownership, Refinement and Delivery

- Own the ServiceNow backlog and ensure work is appropriately captured, refined, prioritised, estimated and ready for delivery.
- Create and refine user stories, acceptance criteria, business rules and delivery requirements in partnership with analysts, engineers, configuration specialists and stakeholders.
- Lead refinement, prioritisation and sizing conversations, ensuring delivery teams have the required context to allocate and progress work effectively.
- Coordinate allocation of prioritised work across delivery resources, making trade-offs transparent and escalating decisions where required.
- Track delivery progress, manage dependencies and support testing, release planning, change communications and adoption activity.

ServiceNow Platform Ownership and Adoption





- Drive continual improvement of ServiceNow capabilities across ITSM processes, service catalogue, request fulfilment, workflow, knowledge, reporting and Employee Center where applicable.
- Partner with the Configuration Analyst to ensure platform changes consider CMDB, Configuration Item data,

dependency mapping, reporting, governance and data quality impacts.

- Work with Service Owners, Service Management teams and support functions to improve adoption, usability and consistency of ServiceNow processes and experiences.
- Use platform data, stakeholder feedback and operational insight to identify recurring pain points, improvement opportunities and adoption barriers.
- Promote simple, supportable and well-governed platform configuration that improves colleague experience and reduces operational effort.

Stakeholder Engagement and Product Leadership

- Act as a trusted partner for stakeholders across Service Management, EUX, App Services, technology teams, suppliers and business functions.
- Facilitate explicit decision-making around priorities, scope, trade-offs, dependencies and expected outcomes.
- Communicate product direction, delivery status, risks and decisions clearly to both technical and non-technical audiences.
- Lead product conversations across internal teams and third-party suppliers,



ensuring delivery activity remains focused on agreed business outcomes.
- Provide demonstrations, release updates and knowledge-sharing sessions to support successful adoption of new or changed capability.

Governance, Risk and Operational Excellence

- Ensure ServiceNow and related tooling changes are delivered in line with agreed governance, change, testing, security and compliance expectations.
- Maintain clear product documentation, decision records, requirements, acceptance criteria and release notes where required.
- Support audit, assurance and reporting activity by ensuring product decisions, platform changes and backlog priorities are traceable and well documented.
- Work with support and technical teams to investigate recurring issues, prioritise sustainable fixes and reduce operational risk.
- Contribute to the maturity of App Services as a product-led capability, including improved intake, prioritisation, roadmap management and delivery governance.

App Services Products

- Where required, take Product Ownership responsibility for adjacent App Services products such as Nexthink and HappySignals.
- Identify opportunities to use Digital Employee Experience, observability and colleague feedback tooling to improve service quality and colleague experience.
- Work with EUX and operational teams to connect insights from ServiceNow, Nexthink, HappySignals and other platforms into meaningful improvement activity.
- Ensure adjacent products have clear ownership, appropriate stakeholder engagement, defined value outcomes and a manageable delivery backlog.

📌 Product Owner (India)
🏢 Trigent Software
📍 India