Description
GSK is looking for a ServiceNow, ITSM Product Owner to maximise the value of ServiceNow ITSM by translating business needs into a prioritised backlog and leading delivery across the product lifecycle.
The successful candidate will partner with business stakeholders to understand functional needs, refine requirements, and define product outcomes that support business priorities.
Key responsibilities:
- Partner with business stakeholders to understand functional needs and define product outcomes
- Own and manage the Product backlog, ensuring requirements are well-defined and supported by minimum data inputs
- Make prioritisation decisions for the Product backlog based on value, cost, risk, business continuity, and resource capacity
- Lead the Product team’s delivery activities, guiding Product Analysts and working with Engineers, Architects, and Testers
- Drive operational readiness by applying a delivery readiness checklist
- Define and maintain the Product performance dashboard, tracking adoption, cycle time/throughput, stability/defects, UX signals, and support effort
- Ensure product changes follow required security controls, risk assessments, data handling policies, and regulated change processes
- Support Solution Architects to assess design options and manage cross-Product dependencies
- Act as an escalation point for the Product team and business users on functional product issues
- Contribute to the improvement of delivery practices within the Product
Professional qualifications:
- Bachelor's or Master's degree in a relevant field (e.g., Computer Science, Information Technology, or Engineering), or equivalent experience
- Industry certifications highly desirable (e.g. Agile Methodologies, CPM)
Area of Specialisation:
- Knowledge of functional domains within Global Functions (e.g., HR, Finance, Legal, etc) and familiarity with the technology platforms that enable them (e.g., ServiceNow, Atlassian)
- Understanding of product performance measures and KPIs, with the ability to drive improvements in product adoption, cycle time, stability, support effort, and overall user experience
Experience required:
- Overall 15 years and typically 5+ years of experience working in product delivery, digital solutions, business systems, or process-led technology roles
- Proven experience defining and prioritising functional requirements and managing a product backlog
- Experience working within Enterprise HR Technology, Service Management, Corporate Systems, Legal & Compliance etc)
- Experience working directly with business stakeholders to translate needs into feasible, value-led technology changes
Skills/background:
- Strong communication and influencing skills
- Skilled in coaching and guiding Product Analysts and delivery team members
- Able to interpret business processes, user feedback, and operational data to identify opportunities for process simplification, automation, and improved user experience
- Comfortable working within structured governance, security, and data protection requirements