ServiceNow Product Owner

A leading New York City Education Organization is seeking a ServiceNow Product Owner to own the strategy, roadmap, and value delivery of the ServiceNow platform, with a primary focus on reporting, analytics, and business process optimization. This role ensures ServiceNow is designed to drive insight, automation, and measurable outcomes across Technology, HR, and enterprise partners.

***This is a long-term contract opportunity with a potential to convert to a permanent role, with an in-office requirement three days per week in Downtown Manhattan***

RESPONSIBILITIES

Platform & Product Ownership

• Own the ServiceNow product vision, roadmap, and success metrics.


• Govern platform standards, data quality, reporting consistency, and change management.


• Partner with Technology, HR, Security, and Systems teams on integrations and platform evolution.

Reporting & Analytics

• Design and maintain executive and operational dashboards, KPIs, and data models.


• Leverage ServiceNow reporting and Performance Analytics to identify trends, gaps, and optimization opportunities.


• Translate data into actionable insights for leadership and stakeholders.

Business Process Optimization

• Evaluate and redesign enterprise processes using ServiceNow workflows and automation.


• Reduce manual effort, improve cycle times, and enhance the employee experience.


• Measure and communicate the impact of process improvements.

Platform Enablement

• Provide hands-on oversight of configuration to ensure alignment with product and process intent.


• Manage releases, environments (DEV/UAT/PROD), and platform hygiene.


• Ensure solutions are scalable, documented, and measurable.

Collaboration

• Act as a strategic partner to cross-functional teams, translating business needs into platform solutions.


• Support enterprise initiatives (e.g., new school openings) through scalable workflows and reporting.

REQUIRED QUALIFICATIONS

• 5 years of hands-on ServiceNow experience; reporting and Performance Analytics strongly preferred.


• Proven experience owning enterprise workflows, dashboards, and KPIs.


• Strong analytical skills with a track record of driving process improvements through data.


• Excellent communication and stakeholder management skills.


• Bachelor's degree or equivalent experience.

REQUIRED TRAITS

• Product-oriented, data-driven thinker.


• Comfortable bridging business processes and technical configuration.


• Focused on outcomes, scalability, and continuous improvement.


• Collaborative, influential, and detail-oriented.