Service Now CSM Technical Product Owner
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Job Description
We are looking for a ServiceNow Customer Service Management Technical Product Owner to join our growing team in Sofia. This is a critical role responsible for guiding the strategy, evolution, and of our ServiceNow platform for the UK business.
You combine product ownership capabilities with deep technical troubleshooting expertise with customer-centric service delivery.
Job role will be reporting to the Head of respective department.
What You'll Do:
As the ServiceNow CSM Technical Product Owner, you will maximize the value of the ServiceNow CSM platform and ensuring it delivers measurable outcomes, operational efficiency, and outstanding client experiences.
• You will maintain the ServiceNow Customer Service Management product roadmap, with care for priorities and customer needs.
• You will define and prioritise the product backlog, ensuring delivery of high-value features and platform enhancements.
• You will work with partners, operations teams, engineering teams, and client-facing functions to gather requirements and translate them into relevant user stories.
• Be a primary subject matter expert for ServiceNow CSM capabilities and best practices.
• Be the technical escalation point for complex ServiceNow CSM issues and platform challenges.
• You will lead root cause analysis activities for critical incidents, identifying permanent solutions and improvement opportunities.
• You will work with development and platform engineering teams to troubleshoot integrations, workflows, APIs, automation, and performance-related issues.
• You will ensure the ServiceNow Customer Service Management platform delivers intuitive and seamless user experiences.
• Build relationships with business leaders, technical teams, service owners, and operational partners.
Requirements
Department: Customer Service
Function: Consulting
Experience Level: Not Applicable