Lead ServiceNow Product Owner

Role: Lead ServiceNow Product Owner

W2 Contract-to-Hire: 12 Months

Location: Reston, VA

• This position is hybrid. Candidates must be comfortable working onsite in Reston, VA, once or twice per week – plus mandatory in-person Sprint and PI Planning sessions.

Overview & Responsibilities:

Lead the visionary product strategy for a critical, new program—the FEP hub migration—to build a comprehensive Contact Center Solution based on ServiceNow CSM and ITSM modules. This is a strategic role requiring a "visionary" mindset, capable of defining a multi-year roadmap, building business cases for new features (like AI), and leading a large-scale ServiceNow transformation program.

You will…

• Lead the product vision and define the multi-year roadmap for the new Contact Center Solution.

• Drive and lead a large-scale ServiceNow program transformation, focusing on implementation, not just utilizing the tool.

• Ideate and evaluate new features (e.g., AI features), determining their business value and building business cases for leadership approval.

• Serve as a customer-facing leader, capable of developing presentations and documentation to translate technical information to customers.

• Write user stories based on ServiceNow requirements and work with the team to execute the roadmap.

• Support numerous meetings with business owners, customers, and internal teams to facilitate roadmap work.

Required Qualifications:

• Experience leading large-scale ServiceNow program transformation.

• Experience with ServiceNow implementation using CSM and ITSM modules.

• Proven ability to define multi-year product roadmaps and articulate product vision.

• Strong customer-facing communication and presentation skills.

• Certified Scrum Product Owner (CSPO) or equivalent Product Owner certification.

Preferred Qualifications:

• ServiceNow certification.

• Prior healthcare experience.

• Experience in developing business cases for, or implementing, AI features