ServiceNow Product Owner

To own and transform ServiceNow into Masdars centralised enterprise workflow and service management platform driving standardisation automation and measurable adoption across IT HR Facilities and Corporate Services owning the end-to-end product strategy roadmap governance and vendor delivery.

The ServiceNow Product Manager is accountable for evolving ServiceNow from a traditional IT ticketing tool into a comprehensive digital workflow engine: advancing ITIL and ITOM maturity centralising service requests securely and compliantly across all business functions enabling scalable automation and AI-powered virtual agent capabilities (Now Assist / Virtual Agent) and providing clear visibility into adoption and value realisation.

The role retains internal ownership of platform direction architecture standards and development governance in a multi-vendor delivery model holding implementation partners accountable to outcome-based SLAs and ensuring Masdar is never dependent on a vendor for platform IP runbooks or configuration knowledge.

Key Accountabilities : 

• Own and define the ServiceNow product vision and multi-year roadmap   transitioning from an ITSM tool to Masdars enterprise workflow and service management platform across IT HR Facilities and Corporate Services.
• Manage and prioritize the product backlog by business value standardization and automation potential; enforce an Out-of-the-Box (OOTB) adoption-first strategy to minimize customization and technical debt.
• Maintain a rolling 3-year platform business case   quantifying the value of ServiceNow expansion and using it to justify roadmap investment decisions to the Director.
• Conduct annual ServiceNow platform health assessments  covering technical debt upgrade readiness OOTB deviation index license utilization an-d integration dependency risks   presenting findings and a remediation roadmap to the Director.
• Drive centralization of all service requests into ServiceNow across IT (ITSM ITOM ITAM SecOps) HR Shared Services (HRSD) and Facilities / Corporate Services.
• Own and maintain a ServiceNow Function Onboarding Playbook   a standardized process for bringing new business functions onto the platform covering requirements assessment process mapping OOTB configuration UAT training and hyper care. Target onboarding time: 812 weeks per function.
• Maintain a Shadow Tool Register   tracking all service management ticketing and workflow tools operating outside ServiceNow across Masdar and its entities; define and execute a consolidation roadmap to eliminate duplicates within an approved timeline with quarterly progress reported to the Director.
• Partner with Finance to ensure ServiceNow financial management modules or integrations support transparent IT cost allocation and chargeback.
• Define a ServiceNow governance model for Masdars 100%-owned entities   determining which entities share the core instance which require federated configurations and how data sovereignty and access controls are managed across entity boundaries.
• Lead the evolution of ITIL v4-aligned processes   incident problem change and request management   ensuring ServiceNow drives process discipline not just ticket logging.
• Define and own the CMDB data governance model   including CI ownership by domain discovery rules reconciliation processes and a CMDB accuracy KPI (target: >90% CI accuracy for production systems)
• Mature ITOM capabilities   CMDB data quality and governance discovery and service mapping event management   focusing on data accuracy and usability not just tool deployment.
• Establish a Problem Management Centre of Excellence   going beyond reactive problem records to proactive trend analysis identifying systemic failure patterns across the estate and presenting monthly problem intelligence to the Senior Manager IT Operations and the Director.
• Evolve ServiceNow Event Management as the enterprise event correlation layer   integrating IT monitoring tools (Azure Monitor Dynatrace) and OT alerting systems into a unified event stream reducing alert noise through correlation rules.
• Enable and expand ServiceNow Virtual Agent and Now Assist   improving service-desk coverage and automating common requests without increasing headcount.
• Start with high-volume low complexity use cases (password reset access requests FAQs) and expand based on adoption data and data quality; define a formal ROI gate before each expansion phase.
• Ensure Virtual Agent supports Arabic and English interaction   required for Masdars UAE-based workforce and field operations teams; validate language support before any enterprise-wide rollout.
• Evaluate and pilot ServiceNows Now Assist (GenAI) capabilities   including AI-generated case summaries knowledge article suggestions and agent-assist features ensuring all GenAI features comply with Masdars AI governance framework before deployment to production.
• Align Virtual Agent roadmap with the Service Delivery Lead to support L0/L1 ticket-reduction goals; report deflection rate and automation ROI to the Senior Manager IT Operations monthly
• Build and mature the IT-for-IT automation layer   request workflows approval automation incident routing and triage   and expand beyond IT to cross-functional workflows (employee onboarding contract approvals access certification)
• Maintain a Workflow Automation Library   a published catalogue of approved reusable automation patterns available to all business functions onboarding to ServiceNow; functions must use library patterns before requesting custom workflows
• Define and track adoption and maturity KPIs   % of services routed through ServiceNow ticket categorization accuracy automation/self-service usage CMDB completeness   establishing baseline within 60 days of role start.
• Develop and maintain three distinct dashboard layers in ServiceNow: Operational (real-time SLA and queue metrics for domain leads) Management (weekly adoption and backlog status for Senior Manager) and Executive (monthly platform health and roadmap status for Director and CDO).

Qualifications :

Preferred Qualifications:

• Bachelors degree in IT computer science or a related field; relevant certifications preferred.
• ServiceNow Certified System Administrator (CSA) required.
• ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM) required.
• ServiceNow Certified Implementation Specialist ITOM (CIS-ITOM) required given CMDB and event management mandate.
• ServiceNow Certified Implementation Specialist HRSD (CIS-HRSD) desirable given HR expansion mandate.
• ITIL v4 Managing Professional or equivalent required.
• Certified Scrum Product Owner (CSPO) or equivalent product management certification desirable.

Preferred Experience:

• 710 years in ServiceNow product ownership or platform leadership with ITSM transformation / standardization and platform adoption across multiple business functions.
• Experience managing ServiceNow in outsourced / vendor-led environments; large complex organizations preferred.
• Demonstrated experience managing ServiceNow implementation partners under outcome-based delivery models.
• Experience in the energy utilities or asset-intensive sector preferred; familiarity with UAE regulatory environment (NESA ADIODOE) an asset.

Job-Specific Skills:

• ServiceNow platform ITSM ITOM CMDB HRSD Virtual Agent Now Assist Integration Hub and platform governance (primary skill area).
• ITIL v4 process expertise incident problem change request and service level management.
• Product management backlog prioritization roadmap governance business case development and value realization tracking.
• Vendor and license governance outcome-based SLAs enterprise agreement management and anti-lock-in practices.
• FinOps discipline platform cost allocation chargeback models and license utilization optimization.
• AI and automation ServiceNow Now Assist/GenAI Virtual Agent and AI governance compliance.

Strong stakeholder management ability to engage HR Finance Facilities and business unit heads on platform adoption.

Additional Information :

As part of the application process we will collect store and process personal information about you.

Masdar will use your personal information in accordance with our Candidate Privacy Notice which provides details on the purposes for which your data is processed.

Remote Work :

No

Employment Type :

Full-time