Product Owner - ServiceNow
The Product Owner will lead business process definition, backlog ownership, requirements analysis, and stakeholder alignment for a ServiceNow CSM-based CRM implementation in a secure ServiceNow environment. This role will assist in translating the client's current customer-facing portal, registration, onboarding, migration tracking, dashboards, and support workflows into a secure, governed, and scalable ServiceNow CSM operating model.
This is a Senior Product Owner / Lead Business Analyst level position responsible for business process leadership, stakeholder alignment, backlog ownership, requirements governance, and client-facing facilitation.
At ServBeyond Solutions, you will join a growing GovCon company recognized for both growth and service, including Inc. 5000 recognition and a 2026 Service to the Citizen Award. We are building on that momentum by investing in talented people, disciplined systems, and the capabilities needed to support our next stage of growth. This role offers the opportunity to help deliver mission-focused technology solutions, partner directly with business, technical, and government stakeholders, and make a visible impact by improving how mission teams access, manage, and deliver critical services.
Primary Responsibilities
- Lead
end-to-end business process design for customer onboarding, case management, and CRM workflows in ServiceNow CSM
- Own and manage the product backlog, including user stories, priorities, and acceptance criteria
- Conduct stakeholder workshops and translate business needs into clear, implementable requirements
- Map and transform legacy tools, data, and processes into a unified ServiceNow CSM solution
- Define workflows, automation, and integrations (e.g., CSM, portals, data sources)
- Create and maintain process documentation, requirements, and traceability artifacts
- Support UAT, validation, and release readiness to ensure solutions meet business needs
- Ensure alignment with client security, CAC access, and compliance requirements
- Facilitate client-facing requirements sessions, present options and recommendations, and drive stakeholder consensus across business, technical, and government teams.
- Support technical implementation planning by translating business needs into ServiceNow solution requirements and collaborating with architects, developers, engineers, and program leadership.
Must-Have Experience
- Experience delivering ServiceNow CSM implementations or enhancements in enterprise environments
- Proven background in hybrid roles (Business Process Lead / Product Owner / Business Analyst)
- Strong expertise in customer service/CRM processes (case management, onboarding, portals, workflows)
- Hands-on experience in Agile delivery (user stories, backlog management, UAT, releases)
- Ability to translate business needs into technical requirements for ServiceNow solutions
- Experience working in regulated environments, preferably federal
- Exposure to data migration, integrations, and legacy system transformation
- Strong stakeholder management across business, technical, and government teams
Required Experience
- Minimum 8 years of experience in Business Analysis, Product Ownership, Business Process Improvement, or related disciplines.
- Minimum 5 years of experience supporting ServiceNow implementations.
- Minimum 3 years of experience with ServiceNow Customer Service Management (CSM).
- Minimum 3 years of experience supporting federal government programs.
- Experience serving as Product Owner or backlog owner in Agile delivery environments.
- Experience managing or supporting technical implementation projects.
- Technical acumen sufficient to partner effectively with ServiceNow architects, developers, engineers, and government stakeholders.
Required Technical Skills
- Strong knowledge of ServiceNow CSM modules (accounts, contacts, case management, portals, knowledge, SLAs)
- Ability to define workflows and automation using Flow De