Service Now CSM Technical Product Owner

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.

Qualifications

What We're Looking For

3+ years of experience as a Product Owner, Technical Product Owner, Platform Owner, or ServiceNow Product Manager. Hands-on experience with ServiceNow Customer Service Management. Technical troubleshooting experience 1+ years of experience working within Agile delivery frameworks and leading backlog management activities. Experience improving customer and client experiences. We consider it an advantage if you also have: ServiceNow qualification ( Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) for CSM) Experience with ITSM, ITOM, Service Portal, Flow Designer, IntegrationHub, or related ServiceNow modules.