Job Description

Job Title: Senior ServiceNow Product Owner (ITSM/Service Desk)

Location: Grand Rapids, MI (preferred)

• Also open to: IN, IL, OH, MI, WI, or KY (Hybrid/Remote options may be available)

Duration: 12-Month Contract-to-Hire

Overview:

We are seeking a Senior ServiceNow Product Owner to join a fast-paced IT organization supporting a large-scale retail enterprise in the Midwest. This individual will take a lead role in driving enhancements and supporting strategic initiatives for the ServiceNow platform, with a strong focus on IT Service Management (ITSM) and Service Desk modules.

This is a 12-month contract-to-hire opportunity, ideal for someone with a passion for platform optimization, stakeholder collaboration, and delivering measurable outcomes through ServiceNow.

Key Responsibilities:

• Serve as the primary product owner for ServiceNow ITSM and Service Desk initiatives
• Gather and prioritize business requirements from cross-functional teams and stakeholders
• Translate requirements into clear user stories, features, and acceptance criteria for the development team
• Maintain and groom the product backlog to ensure alignment with business priorities
• Collaborate closely with developers, architects, and platform engineers to ensure successful delivery of enhancements and fixes
• Act as a subject matter expert on ServiceNow ITSM capabilities, including Incident, Problem, Change, Request, and Knowledge Management
• Facilitate regular sprint planning, backlog refinement, and stakeholder review sessions
• Ensure all solutions align with best practices and maximize value from the ServiceNow investment

Required Qualifications:

• 5+ years of experience working on ServiceNow projects, with a focus on ITSM and Service Desk
• Proven experience in a Product Owner or similar role, with hands-on involvement in Agile/Scrum environments
• Strong understanding of ServiceNow platform capabilities, configuration, and integrations
• Excellent communication and stakeholder management skills
• Ability to work independently while managing multiple priorities in a dynamic environment

Preferred Qualifications:

• ServiceNow certifications (e.g., Certified System Administrator, ITSM Implementation Specialist)
• Experience working within large-scale enterprise or retail environments
• Background in ITIL or service management frameworks

Why Join?

• Work with a well-established and forward-thinking IT team
• Contribute to impactful, enterprise-wide initiatives
• Potential to convert to a full-time role with long-term career opportunities

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