Product Owner (ServiceNow)

Role Overview: We are seeking a visionary and execution-focused Product Owner for ServiceNow to lead our global transition from legacy systems to a modern, integrated platform. This is a Greenfield implementation; you will have the rare opportunity to architect the ecosystem from scratch, rather than managing a pre-existing technical debt.

As the "CEO of the Product," you will own the journey from initial strategy and vendor selection through to global rollout. You will be the bridge between business stakeholders, process owners, and technical architects, ensuring that ServiceNow isn't just a ticketing tool, but a core engine for business transformation.

Core Responsibilities

1. Strategy & Roadmap Development

Vision Setting: Define the long-term ServiceNow strategy, starting with IT Service Management (ITSM) and expanding into ITOM, HRSD, or CSM based on business value.

Greenfield Planning: Develop the phased implementation roadmap, prioritizing "quick wins" while building a foundation for long-term scalability.

Value Realization: Establish clear KPIs to measure the success of the implementation (e.g., reduction in Mean Time to Resolve, automated request fulfillment rates).

2. Project Leadership & Execution

End-to-End Implementation: Act as the Project Manager for the implementation phase, managing timelines, budgets, and resource allocation.

Requirement Synthesis: Translate ambiguous business needs into concrete user stories and functional requirements.

Stakeholder Management: Navigate complex organizational structures to gain buy-in for standardized processes, resisting the urge to over-customize the platform.

3. Team & Process Orchestration

Architectural Oversight: Partner closely with Solution Architects to ensure the platform build follows "Out of the Box" (OOTB) best practices to minimize future maintenance.

Business Process Re-engineering: Lead workshops with department heads to simplify and modernize business processes before they are built into the platform.

Vendor & Partner Management: Manage the relationship with implementation partners (SI) to ensure delivery remains on track and meets quality standards.

Key Requirements:

Experience: 7+ years in Product Ownership or Project Management, specifically leading Greenfield ServiceNow implementations.

Domain Knowledge: Deep understanding of ITIL processes and the ServiceNow product suite (ITSM, ITOM, SPM/ITBM).

Technical Acumen: Ability to challenge Solution Architects on technical designs while remaining focused on business outcomes.

Process Design: Proven ability to lead Business Process Mapping and simplify complex workflows.

Project Management: Experience with Agile/Scrum methodologies and managing large-scale software deployments.

Argyll Scott Singapore Pte Ltd
EA License No. 16S8105
Koh Ching Wen (Xu Jingwen)
EA Reg No: R1108631