Product Owner ServiceNow

Project overview

Context

Within an IT department, the ITSM team is preparing the migration to a transverse ITSM platform. The platforms concerned are based on ServiceNow (Xanadu version). In an Agile context, the Product Owner will join a team composed of a Product Manager, a Product Owner, and three developers working on the Requests, Incidents, Changes, and Problems modules, as well as on interfaces and the technical-functional configuration of the platforms.

Mission

The service covers ServiceNow / CMDB Product Ownership and support for CMDB implementation, ensuring alignment with needs, standards, and ServiceNow's CSDM 5.0 model.

Main Responsibilities

Technical Environment

Expected Deliverables

Essential Skills / Qualities:

ServiceNow and CMDB, CSDM 5.0 and configuration management, Product Ownership in Agile/Scrum environment, ITSM and incident, change, problem, and request processes, SAFe and ITIL V3 certification, Jira, Confluence, and Microsoft 365

Desirable Skills / Qualities:

Notions of observability

• Work in synergy with the Product Manager and the team of Business Analysts and developers according to the Agile methodology.
• Take charge of Features created by the Product Manager, write associated User Stories, and track their progress with the Product Owner.
• Organize workshops to gather requirements and propose CMDB construction solutions aligned with standards and the CSDM 5.0 model.
• Produce ITSM reports for the Configuration Manager, particularly on the health of the CMDB in production, and build dashboards adapted to stakeholder needs.
• Organize acceptance testing phases with clients for developments and communicate on achievements after their production deployment, notably through Release Notes.
• Create and organize documentation for the operation of ServiceNow platforms, as well as user guides and self-learning videos.
• Participate in Agile ceremonies for the team and the department.
• Contribute to the coordination of a multidisciplinary Scrum team and facilitate skills transfer during reversibility.
• ITSM and configuration management: ServiceNow (Xanadu), CMDB, CSDM 5.0
• ITSM Modules: Requests, Incidents, Changes, Problems
• Methods and tools: Agile, Scrum, SAFe, Jira, Confluence, Klaxoon
• Office tools: Microsoft 365
• Repositories and practices: ITIL V3, DevOps, GDPR
• Backlog management and User Story breakdown
• Impact analysis and risk management plan
• Meeting minutes, schedules, and action plans, particularly for deployment and monitoring
• Technical-functional documentation
• User guides and self-learning videos
• During the reversibility phase: reversibility plan, validation checklist, reporting, summary, and acceptance certificate

Project details

Yes — 2 days/week

• Start: flexible
• Remote: hybrid
• Location: 92130 Issy-les-Moulineaux, France, FR
• Rate: 75-75 EUR/h
• Languages: French