Product Owner, ServiceNow CMDB

Red Hat is seeking a highly skilled and motivated ServiceNow Configuration Management Database (CMDB) Product Owner to join the ServiceNow Center of Excellence (CoE) team. As the ServiceNow Product Owner, you will play a crucial role in leading the development and overall management of the CMDB within ServiceNow.  The Product Owner will collaborate with the Platform Product Manager and global, cross-functional teams to ensure the successful delivery of solutions that align with business goals and compliance requirements.

What you will do:

Product Vision & Roadmap 

• Collaborate with the Platform Product Manager and business stakeholders to communicate and execute on a product vision and strategy for the ServiceNow CMDB, aligned with platform, regulatory, and compliance requirements.

• Maintain strong relationships with the Platform Product Manager and key stakeholders to ensure alignment and engagement.

• Develop and maintain a detailed product roadmap based on the overall vision, outlining key milestones, feature releases, and short- and long-term goals.

• Coordinate dependencies by partnering with other product owners and product managers at Red Hat.

• Stay current on ServiceNow capabilities as new features and functionality are offered. Including, but not limited to:

  • CMDB

  • Discovery

  • Service Mapping

  • Workspaces

  • Integration capabilities

  • Data architecture & retention

Backlog & Product Management: 

• Own and prioritize the product backlog, defining acceptance criteria and organizing demands (epics, features, user stories, defects, incidents, requests and vulnerabilities) based on business value, regulatory priorities, and feedback.

• Collaborate with the Platform Product Manager, stakeholders, and IT teams to gather and refine requirements while ensuring alignment with organizational goals.

• Work closely with cross-functional teams to drive development and maintain alignment with the product vision.

• Ensure the development team has a well-groomed backlog with support from  ServiceNow CoE Business Systems Analysts.

• Manage escalations and lead issue investigations to ensure timely resolutions.

Configuration Manager

• Develop, implement and maintain processes for CMDB data governance, ensuring data accuracy, completeness and compliance.

• Promote CMDB utilization and value across key processes and with key stakeholders.

• Manage the onboarding/change/offboarding of configuration items and services.

• Manage the integration health for the CMDB with other sources of truth.

• Evangelize ServiceNow's Common Service Data Model (CSDM)framework to optimize the benefits of leveraging CSDM within the CMDB.

Red Hat Compliance: 

• Stay current with Red Hat compliance, audit requirements, and Platform compliance requirements to ensure solutions are compliant. 

• Monitor and manage data quality metrics, ensuring compliance with organizational standards and industry regulations.

Testing and Validation: 

• Coordinate with stakeholders to ensure the solution is thoroughly tested and validated.

• Accountable for accepting/rejecting solutions via demo.

User Training and Support: 

• In coordination with the Platform Product Manager ensure the development of user training materials and support documentation, ensuring that staff can effectively use the solution.

• Perform other duties as assigned

Performance Reporting & Metrics

• Define and track key performance indicators (KPIs) for the CMDB to measure its value and effectiveness.

• Present regular updates on CMDB health, usage, and improvements to leadership and stakeholders.

What you will bring:

• 5 years+ experience as a Product Owner or similar role with expertise in ServiceNow CMDB.

• Bachelor’s degree  in Information Technology/Computer Science or combination of work experience and certifications within ServiceNow.

• Extensive hands-on experience managing and maturing a CMDB within a ServiceNow platform, including in-depth knowledge of ITOM Discovery, Service Mapping and core ITSM processes.

• Experience with Agile Methodologies, including scrum. 

• Strong understanding of ITIL/ITSM processes, including Configuration Management.

• Practical use of the CSDM framework within ServiceNow

• Excellent communication, interpersonal, and problem-solving skills.

• Ability and flexibility to work independently and collaboratively in a globally dispersed team environment.

• Strong analytical and critical thinking skills.

Nice to have:

• ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) - CMDB certification.

• ITIL v4 Foundation Certification or higher.

• Experience managing large-scale CMDBs in a complex enterprise environment.

• Knowledge of ServiceNow Discovery, Service Mapping, and other ITOM modules

• Experience within the Scaled Agile Framework (SAFe)

The salary range for this position is $106,910.00 - $176,470.00. Actual offer will be based on your qualifications.

Pay Transparency

Red Hat determines compensation based on several factors including but not limited to job location, experience, applicable skills and training, external market value, and internal pay equity. Annual salary is one component of Red Hat’s compensation package. This position may also be eligible for bonus, commission, and/or equity. For positions with Remote-US locations, the actual salary range for the position may differ based on location but will be commensurate with job duties and relevant work experience. 

About Red Hat

Red Hat is the world’s leading provider of enterprise open source software solutions, using a community-powered approach to deliver high-performing Linux, cloud, container, and Kubernetes technologies. Spread across 40+ countries, our associates work flexibly across work environments, from in-office, to office-flex, to fully remote, depending on the requirements of their role. Red Hatters are encouraged to bring their best ideas, no matter their title or tenure. We're a leader in open source because of our open and inclusive environment. We hire creative, passionate people ready to contribute their ideas, help solve complex problems, and make an impact.

Benefits
●    Comprehensive medical, dental, and vision coverage
●    Flexible Spending Account - healthcare and dependent care
●    Health Savings Account - high deductible medical plan
●    Retirement 401(k) with employer match
●    Paid time off and holidays
●    Paid parental leave plans for all new parents
●    Leave benefits including disability, paid family medical leave, and paid military leave
●    Additional benefits including employee stock purchase plan, family planning reimbursement, tuition reimbursement, transportation expense account, employee assistance program, and more! 

Note: These benefits are only applicable to full time, permanent associates at Red Hat located in the United States. 

Diversity, Equity & Inclusion at Red Hat
Red Hat’s culture is built on the open source principles of transparency, collaboration, and inclusion, where the best ideas can come from anywhere and anyone. When this is realized, it empowers people from diverse backgrounds, perspectives, and experiences to come together to share ideas, challenge the status quo, and drive innovation. Our aspiration is that everyone experiences this culture with equal opportunity and access, and that all voices are not only heard but also celebrated. We hope you will join our celebration, and we welcome and encourage applicants from all the beautiful dimensions of diversity that compose our global village.

Equal Opportunity Policy (EEO)
Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

Red Hat supports individuals with disabilities and provides reasonable accommodations to job applicants. If you need assistance completing our online job application, email application-assistance@redhat.com. General inquiries, such as those regarding the status of a job application, will not receive a reply. 

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