ServiceNow Product Owner

This role owns the roadmap for ServiceNow automation and AI implementation with a primary objective of deflecting & achieving automation around L1 helpdesk volume by eliminating routine support demand rather than simply accelerating existing processes. The role is built around three pillars: roadmap ownership and prioritization data-driven automation and continuous improvement and vendor partnership with knowledge transfer and stakeholder enablement. The Product Owner verifies Product capability against vendor claims recommends vendor and partner decisions for leadership approval and works alongside existing ServiceNow developers architects and QA staff to translate the roadmap into implementation without duplicating their hands-on build work.

The Product Owner owns the roadmap and prioritization logic for automation and AI initiatives across ITSM sequencing deflection work ahead of post-creation automation and ensuring the roadmap reflects a clear line of sight from baseline data to deployed capability.

• Own and maintain the automation and AI roadmap across the five ITSM process areas: incident request knowledge problem and change.
• Sequence deflection work ahead of post-creation automation investment in line with established ROI logic.
• Define and track readiness thresholds for each process area based on baseline metrics.
• Prioritize incident types for Virtual Agent deflection based on volume deflection potential and data quality.
• Own deflection rate human-touched ticket volume and ROI metrics as primary success measures.
• Report progress against baseline metrics and flag when deflection plateaus signaling readiness to shift investment toward post-creation automation.
• Build and maintain the business case supporting continued automation and AI investment.

The Product Owner uses incident escalation and CSAT to identify high-volume automatable pain points verify actual Product capability against vendor claims and validates the impact of deployed solutions through ongoing monitoring.

• Analyze incidents escalation and ticket data to identify high-volume high-friction topics suitable for automation or Virtual Agent deflection.
• Verify actual GenAI activation state directly in the Now Assist Admin panel rather than relying on vendor or marketing materials.
• Distinguish true Now Assist capability from legacy Predictive Intelligence and Agent Assist functionality.
• Partner with the Architect on design decisions including NLU training Virtual Agent topic structure and CMDB integration points.
• Partner with QA on acceptance criteria for deflection accuracy and release readiness.
• Monitor deployed automations post-launch identifying underperforming flows and driving continuous improvement.
• Direct existing ServiceNow developers on build priorities without performing duplicate hands-on implementation work.

The Product Owner evaluates and recommends vendor and partner decisions holds those partners accountable to knowledge-transfer commitments so implementation expertise moves in-house and partners with stakeholders across the ITSM organization to build support for new capabilities and drive adoption.

• Evaluate vendor and partner capability delivery history and risk factors such as vertical specialization mismatches.
• Manage competitive RFP processes when needed including scoring criteria and reference checks.
• Bring vendor and partner recommendations to leadership for final approval; final selection authority sits with the ITSM Initiative Lead.
• Hold vendors and partners accountable to scope timeline and knowledge-transfer commitments so implementation expertise transfers in-house.
• Communicate roadmap status risks and tradeoffs to leadership and other stakeholders.
• Coordinate with problem management to route recurring incident types into root-cause elimination efforts.
• Manage expectations with end users and support staff as L1 ticket volume and agent responsibilities shift.

Required

• Demonstrated experience with ServiceNow ITSM modules and hands-on familiarity with Now Assist Virtual Agent and Predictive Intelligence.
• Experience owning a product roadmap or similar prioritization function including metric-driven decision making.
• Working knowledge of Flow Designer orchestration and integration patterns sufficient to direct and evaluate developer work.
• Experience evaluating vendors or implementation partners including RFP processes.
• Strong written and verbal communication skills for stakeholder reporting.

Preferred

• ServiceNow CIS-ITSM certification.
• ServiceNow Now Assist Skill Kit certification or equivalent hands-on experience.
• Experience with ServiceNow releases Xanadu or Yokohama.
• Background in problem management or root-cause elimination disciplines.

JOIN OUR TEAM

Do you believe in the power of innovation collaboration and transformation Do you thrive in a supportive and client focused work environment Are you looking for an opportunity to help build and drive change in a rapidly growing and evolving organization When you joinHUB International you will be part of a community of learners and doers focused on our Core Values: entrepreneurship teamwork integrity accountability and service.

The expected salary range for this position is $ 100000 to $120000 and will be impacted by factors such as the successful candidates skills experience and working location as well as the specific positions business line scope and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance FSA HAS and 401(k) accounts paid-time-off benefits such as vacation sick personal floating holidays and company addition eligible annual bonuses equity and commissions may be available for some positions.

HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity national origin religion age color sex sexual orientation gender identity disability or veterans status or any other characteristic protected by local state or federal laws rules or regulations.

E-Verify Program

We endeavor to make this website accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact the recruiting team. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.