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ITSM & Employee Experience Capability Owner Product Owner
Job Location:
Job Location:
Kansas City, MO - USA
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
8 September 2026 (13 days ago)
Posted:
Application Deadline:
6 December 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Tekfortune is a fast-growing consulting firm specialized in permanent contract & project-based staffing services for worlds leading organizations in a broad range of this quickly changing economic landscape virtual recruiting and remote work are critical for the future of work. To support the active project demands and skills gaps our staffing experts can help you find the best job for you.
ITSM & Employee Experience Capability Owner / Product Owner
Location: Kansas City MO (Preferred) or Raleigh NC
Work Arrangement: 3 days Hybrid in a week
Employment Type: 6-Month Contract-to-Hire
Position Summary
Client is seeking an experienced ITSM & Employee Experience Capability Owner / Product Owner to lead the strategy roadmap adoption and ongoing maturity of the organizations ServiceNow-based ITSM and Employee Experience capabilities.
This role will serve as the primary owner and advocate for the platform partnering with business and technology stakeholders to drive continuous improvement governance and user adoption. The ideal candidate is a strong communicator and relationship builder who can connect technology investments to business value bring stakeholders along on the journey and advance the maturity of established capabilities across the enterprise.
This is primarily a product ownership and capability leadership role rather than a technical administration position. The successful candidate will own the roadmap backlog enhancement prioritization and capability vision while maintaining a basic level of hands-on platform involvement when needed.
Key Responsibilities
The selected candidate will help Client address several key initiatives including:
The ideal candidate has successfully inherited an existing ITSM or Employee Experience capability and led it to the next level of maturity. They can provide concrete examples of owning a roadmap managing a backlog driving stakeholder alignment establishing governance and improving service experiences across an enterprise organization. This individual is a strategic thinker who can articulate a vision while also ensuring execution through effective prioritization communication and cross-functional leadership.
For more information and other jobs available please contact our recruitment team at . To view all the jobs available in the USA and Asia please visit our website at .
ITSM & Employee Experience Capability Owner / Product Owner
Location: Kansas City MO (Preferred) or Raleigh NC
Work Arrangement: 3 days Hybrid in a week
Employment Type: 6-Month Contract-to-Hire
Position Summary
Client is seeking an experienced ITSM & Employee Experience Capability Owner / Product Owner to lead the strategy roadmap adoption and ongoing maturity of the organizations ServiceNow-based ITSM and Employee Experience capabilities.
This role will serve as the primary owner and advocate for the platform partnering with business and technology stakeholders to drive continuous improvement governance and user adoption. The ideal candidate is a strong communicator and relationship builder who can connect technology investments to business value bring stakeholders along on the journey and advance the maturity of established capabilities across the enterprise.
This is primarily a product ownership and capability leadership role rather than a technical administration position. The successful candidate will own the roadmap backlog enhancement prioritization and capability vision while maintaining a basic level of hands-on platform involvement when needed.
Key Responsibilities
- Own the overall vision strategy roadmap and maturity of the ITSM and Employee Experience capabilities.
- Serve as the primary point of contact for stakeholders business partners and technology teams.
- Manage and prioritize the product backlog based on business value user feedback and strategic initiatives.
- Lead stakeholder engagement sessions to identify opportunities for process improvements and platform enhancements.
- Drive adoption and continuous improvement of Employee Center and Employee Center Pro.
- Establish and strengthen knowledge management governance processes and content ownership models.
- Partner with IT leadership and process owners to improve Incident Management Request Management and Change Management capabilities.
- Communicate capability value success metrics and roadmap priorities across the organization.
- Ensure alignment with established operating models governance processes and organizational objectives.
- Facilitate requirement gathering enhancement prioritization and release planning activities.
- Identify opportunities to incorporate AI automation and self-service capabilities into future roadmaps.
- Measure and report on platform performance adoption and user experience outcomes.
- Experience serving as a Product Owner Capability Owner Product Manager or similar leadership role within a ServiceNow environment.
- Strong background in IT Service Management (ITSM) processes and best practices.
- Experience owning product roadmaps backlogs and enhancement prioritization.
- Proven success driving capability maturity and organizational adoption.
- Strong stakeholder management facilitation and communication skills.
- Ability to translate business needs into product improvements and strategic initiatives.
- Experience leading governance process improvement and operational transformation efforts.
- Self-starter with the ability to drive initiatives independently and influence without direct authority.
- Employee Center
- Employee Center Pro
- IT Service Management (ITSM)
- Incident Management
- Request Management
- Change Management
- Knowledge Management
- Backlog Management
- Product Roadmap Ownership
- Stakeholder Engagement and Governance
- Experience with AI-enabled service management capabilities and employee self-service solutions.
- Experience improving employee experience through ServiceNow platform enhancements.
- Familiarity with workflow automation and digital transformation initiatives.
- Experience in large enterprise environments with multiple stakeholder groups.
- Knowledge of ServiceNow reporting dashboards and platform analytics.
- Primarily focused on product ownership governance strategy stakeholder management and capability maturity.
- Approximately 10% hands-on involvement within the ServiceNow platform.
- Ability to perform light configuration and effectively collaborate with administrators developers and technical teams.
- Comfortable participating in solution discussions and evaluating enhancement requests.
The selected candidate will help Client address several key initiatives including:
- Maturing Employee Center and Employee Center Pro capabilities and user adoption.
- Improving and standardizing Incident Request and Change Management processes.
- Reducing excessive customization and driving alignment to best practices where appropriate.
- Establishing Knowledge Management governance ownership and lifecycle processes.
- Enhancing employee self-service experiences.
- Developing and executing a long-term capability roadmap aligned with business objectives.
The ideal candidate has successfully inherited an existing ITSM or Employee Experience capability and led it to the next level of maturity. They can provide concrete examples of owning a roadmap managing a backlog driving stakeholder alignment establishing governance and improving service experiences across an enterprise organization. This individual is a strategic thinker who can articulate a vision while also ensuring execution through effective prioritization communication and cross-functional leadership.
For more information and other jobs available please contact our recruitment team at . To view all the jobs available in the USA and Asia please visit our website at .
