ServiceNow Operational Product Owner

Quick Facts

• Role: ServiceNow Operational Product Owner

• Focus: ServiceNow operational ownership, service quality, and continuous improvement

Description

Own the operational excellence and continuous development of the ServiceNow platform and related services. You act as the interface between business stakeholders, technical teams, service delivery, and clients to ensure the platform supports operational needs with stability, scalability, and continuous evolution. You translate business and service requirements into user stories and acceptance criteria, coordinate releases and upgrades, and support DevOps-style operations.

Responsibilities

• Take operational ownership of the ServiceNow platform: service quality, stability, and continuous improvement
• Support a DevOps approach (incidents, test case creation, peer testing, continuous improvements)
• Perform development and configuration (workflows, business rules and scripts, portals and workspaces, custom apps)
• Use REST/SOAP API integration expertise with HR enterprise systems
• Translate business/service needs into user stories, acceptance criteria, and delivery priorities
• Coordinate across stakeholders: developers, consultants, architects, service delivery managers, and business users
• Design, implement, and optimize ServiceNow modules such as HRSD, ITSM, ITOM, CMDB, CSM, and Service Portal
• Ensure processes follow operational excellence and ITIL best practices
• Monitor performance, usage, incidents, change requests, and service KPIs
• Coordinate releases, upgrades, cloning, testing, and deployment planning
• Support incident, problem, change, request, and major incident processes from a platform ownership perspective
• Maintain documentation for processes, configurations, decisions, user stories, and operational handovers
• Drive governance, standardization, maintainability, and upgrade readiness
• Identify risks, dependencies, improvement opportunities, and automation potential
• Communicate with stakeholders via workshops, service reviews, and decision-making processes

Requirements

• Professional experience as a Product Owner, ServiceNow Developer, ServiceNow Consultant, Business Analyst, or similar role
• Hands-on ServiceNow technical consulting/development experience with strong HR Service Delivery (HRSD) experience
• Strong knowledge of ITSM processes, especially Incident, Change, Problem, Request, and Major Incident Management
• Experience with backlog management, prioritization, stakeholder management, and requirement clarification
• Ability to translate business needs into actionable requirements and user stories
• Understanding of Agile delivery methods, release planning, testing, and continuous improvement
• Strong analytical, organizational, and communication skills
• Proactive, solution-oriented mindset with strong ownership
• Ability to work independently and coordinate across multiple teams and stakeholders
• Fluent English (written and spoken)

Benefits

• Opportunity to take ownership of ServiceNow operational excellence and platform development
• International client environments and ServiceNow delivery projects
• Collaboration with experts across consulting, development, operations, and managed services
• Professional development and certification opportunities
• Flexible working models and attractive workplace in Wrocław
• Hands-on, team-oriented culture with short decision-making paths