Product Owner

Role Overview

Product Ownership and Backlog Management

• Own and maintain the ITOM and CMDB product vision and roadmap.
• Gather requirements from Infrastructure, Cloud, Applications, Service Desk, Security, Operations, and business teams.
• Translate business and operational needs into epics, features, user stories, and acceptance criteria.
• Prioritize the product backlog based on business value, risk, data quality, operational impact, and dependencies.
• Lead backlog refinement, sprint planning, demos, and stakeholder reviews.
• Define MVP scope and phased delivery plans.
• Coordinate with development, platform, architecture, and implementation teams.
• Accept or reject delivered functionality based on agreed acceptance criteria.
• Track product benefits, adoption, data-quality improvements, and delivery outcomes.

CMDB Governance

• Define and maintain CMDB governance standards, processes, roles, and responsibilities.
• Establish configuration-item ownership and accountability.
• Define CI naming, classification, lifecycle, relationship, and data-quality standards.
• Establish processes for CI creation, updates, certification, retirement, and archival.
• Define governance for duplicate, stale, orphaned, incomplete, or incorrectly classified CIs.
• Develop CMDB health metrics and reporting.
• Monitor completeness, correctness, compliance, conformity, and relationship quality.
• Coordinate CMDB audits and remediation activities.
• Maintain CMDB policies, procedures, standards, and operating models.

ITOM and Discovery

• Support ServiceNow ITOM capabilities including Discovery, Service Mapping, Event Management, Operational Intelligence, and Cloud Discovery where applicable.
• Define Discovery requirements, schedules, credentials, patterns, and data sources.
• Analyze Discovery results and resolve identification, reconciliation, and classification issues.
• Support mapping of technical infrastructure to business and application services.
• Define requirements for service maps, dependencies, and relationships.
• Coordinate integration of CMDB data from cloud, network, endpoint, server, database, application, and monitoring tools.
• Ensure Discovery and integration data follows CMDB governance and CSDM standards.

CSDM Alignment

• Apply ServiceNow Common Service Data Model principles to CMDB and service-management processes.
• Define and maintain service, application, technical, business, and supporting-service relationships.
• Support alignment of service offerings, business applications, application services, technical services, and infrastructure CIs.
• Identify and remediate CSDM data-model gaps.
• Guide stakeholders on correct service and CI classification.
• Ensure CMDB and ITOM enhancements support the agreed CSDM roadmap.

Stakeholder Management

• Act as the primary link between technical teams, service owners, process owners, platform teams, and business stakeholders.
• Facilitate workshops and requirements sessions.
• Resolve ambiguity and conflicting requirements.
• Communicate complex CMDB and ITOM concepts clearly to technical and non-technical stakeholders.
• Coordinate with vendors, ServiceNow partners, and implementation teams.
• Provide product status, roadmap, risk, dependency, and data-quality updates.

Testing and Delivery

• Define functional requirements, user stories, acceptance criteria, and test scenarios.
• Support SIT, UAT, regression testing, and production validation.
• Validate Discovery, service mapping, CI relationships, event data, integrations, and CMDB health.
• Manage defects, data-quality issues, and remediation actions.
• Support release planning, change management, implementation readiness, and post-release validation.

Requirements

• Strong knowledge of CMDB governance, ServiceNow ITOM, Discovery, service mapping, and configuration-item lifecycle management.
• Experience with stakeholder-driven product delivery.