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Senior Product Owner ServiceNow ITSM (ID 2007) – AO Foundation | JobRevolt

Über den Job

The AO is a medically guided, not-for-profit organization, a global network of surgeons, and the world's leading education, innovation, and research organization specializing in the surgical treatment of trauma and musculoskeletal disorders. The ServiceNow ITSM Product Owner is responsible for the end to end ownership, implementation, and continuous improvement of the ServiceNow IT Service Management (ITSM) platform at the AO foundation. This role combines the implementation of ITSM processes and ServiceNow platform across AO with an external partner, product ownership, process design, working closely with IT teams, business stakeholders, and external partners.

Aufgaben

Lead the implementation and rollout of ServiceNow ITSM modules (Incident, Problem, Change, Request, CMDB) at AO Foundation
Drive process standardization and automation aligned with ITIL best practices
Ensure high-quality configuration, integration, and data integrity
Oversee platform enhancements, upgrades, and releases
Collaborate with IT operations, service owners, and business stakeholders
Manage and steer implementation partners and ServiceNow vendors
Facilitate workshops, demos, and training sessions
Act as the bridge between business needs and technical execution
Own the ServiceNow ITSM product vision, roadmap, and backlog
Translate business and IT requirements into clear user stories and priorities
Ensure alignment with IT strategy, governance, and Target Operating Model
Act as the single point of accountability for ITSM platform decisions
Define and enforce platform governance, standards, and documentation
Ensure compliance with security, data protection, and audit requirements
Monitor KPIs, SLAs, and user satisfaction
Drive user adoption and continuous improvement

Profil

Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field
Proven experience as ServiceNow Product Owner, ITSM Lead, or Service Manager
Hands on experience with ServiceNow ITSM implementations
Strong understanding of ITIL processes and service management concepts
Experience working in agile or hybrid delivery models
Ability to manage multiple stakeholders in a complex environment
Strong analytical, communication, and facilitation skills
Fluent in English (German is an advantage)
Solid understanding of IT infrastructure, cloud technologies, enterprise applications, and cybersecurity fundamentals
Experience with project management tools (Microsoft Project, Azure DevOps, Jira, Planner)
Familiarity with ITIL processes is a plus
Nice to have: ServiceNow certifications (CSA, ITSM, CIS)
Nice to have: ITIL certification (v3 or v4)
Nice to have: Experience with CMDB, CSDM, or integrations (Azure AD, monitoring tools)
Strong communication and stakeholder management abilities
Excellent problem-solving and decision-making skills
High degree of organization and attention to detail
Ability to work under pressure and manage multiple priorities

Benefits

An interesting and varied job in an exciting and innovative organization
The opportunity to be part of a highly committed international team
Modern infrastructure
High degree of flexibility regarding working hours and location (depending on operational requirements)
Generous package of social benefits, including supplementary vacation days and pension scheme contributions
Internal skills training opportunities and support for continued education

Senior Product Owner ServiceNow ITSM (ID 2007)

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Über den Job

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