ServiceNow Product Owner

Position Summary 

Astrica is seeking a highly skilled ServiceNow Product Owner to join our team and act as the primary liaison between the ServiceNow platform team and business and technology stakeholders across the modules of the ServiceNow platform. This role will have a primary focus on the Employee Workflows, which includes Workspace Service Delivery, HRSD and Employee Center. 

Astrica ServiceNow Product Owners bring their deep understanding of business processes and organizational change to guide clients on their ServiceNow journey. They lead and prescribe clients to best practices and collaborate with team members to achieve project goals. Their knowledge of ServiceNow and industry processes is kept on the bleeding edge; they evaluate the impact of changes and innovations and serve as functional subject matter experts to clients and teammates. 

The Product Owner will be responsible for setting the stage for engagements by effectively defining customer needs for their ServiceNow implementations, while simultaneously working alongside team members to further develop Astrica’s next-generation Business Process Consulting and expand ServiceNow expertise. 

What you’ll do:  

• Lead workshops! Lead functional discovery and functional process workshops / working sessions leveraging the Astrica agile methodology focused on employee experience and workplace service optimization across IT, HR, Facilities, Legal, and Finance 

• Solve problems! Gather business requirements for Employee Service Center and cross-functional workplace services and translate them into workable specifications in the form of user stories and acceptance criteria 

• Advocate for best practices! Define industry and client-specific employee service delivery processes and identify opportunities for experience optimization, self-service enablement, and service catalog design 

• Enable our clients! Facilitate training sessions and workshops for service delivery teams, departmental stakeholders, and end-users to ensure effective and continued adoption of the Employee Service Center and workplace workflows. Develop functional process guides, workshop materials and techniques for employee-facing services 

• Drive Quality Solutions! Engage in and support functional testing of employee workflows, oversee user acceptance testing (UAT) for workplace services, as well as deployment and go-live activities, ensuring a smooth transition to the ServiceNow Employee Service Center 

• Be the employee experience and workplace services SME throughout the lifecycle of all engagements, including service catalog management, knowledge management, virtual agent implementations, and cross-departmental workflows 

• Win with us! Support sales efforts for WSD opportunities, as needed 

 

What you bring:  

• 3+ years of ServiceNow Employee Center / Workplace Service Delivery experience with comprehensive understanding of the ESC portal, employee workflows, and cross-functional service delivery 

• ServiceNow CSA or WSD-specific certifications (Employee Service Center Implementation, Employee Workflow Creator) 

• 5+ years of related client-facing professional consulting experience, preferably with ServiceNow Workplace Service Delivery implementations 

• Deep understanding of employee experience design principles and how to create unified service delivery across multiple departments (IT, HR, Facilities, Legal, Finance) 

• Experience with service catalog design, knowledge management strategy, and self-service optimization to drive deflection and employee satisfaction 

• A calm, adaptable, and driven approach to both client engagements and internal efforts/teams 

• Demonstrated experience with the Agile methodology, leading sprint planning efforts, reviewing stories against business requirements for employee workflows, splitting epics, and ordering development logically in a virtual environment 

• Experience assigning estimates for units of work (stories, defects, documentation, etc.) and coaching resources on technical development and configuration of Employee Service Center and workplace workflows against defined user stories 

• Ability to lead client-facing workshops focused on employee journey mapping, service portal optimization, and cross-functional workplace service transformation and conduct calls with customers independently or in support of business process/requirements gathering efforts 

• Experience with supervising and inspecting code migrations between instances, as well as providing feedback to technical resources on approaches to remediate assigned defects 

• A passion for advising and guiding customers on how to deliver exceptional employee experiences and get the most out of the ServiceNow employee workflow platform 

• A love of working in a fast-paced, collaborative, and adaptive environment with smart and fun people 

 

Extra Awesome:  

• ServiceNow certifications in WSD/Employee Workflows: Employee Service Center (ESC), Flow Designer, Virtual Agent, Knowledge Management 

• Additional specialized certifications: HR Service Delivery (HRSD), Facilities Service Management (FSM), Legal Service Delivery 

• ITIL v3 / 4 certification 

• Experience with integrations between ServiceNow and workplace systems (Workday, Okta, Microsoft 365, Slack, Zoom, etc.) 

• Experience with Virtual Agent, Now Assist, or AI Search for employee self-service 

• Background in employee experience, service design, or multi-departmental service delivery 

 

Where You’ll Work 
We’re a remote-first team, which means you can do your best work from wherever you’re happiest and most productive. Every now and then, we may ask you to join us on-site with a client—but those moments are the exception, not the rule. Flexibility is built in, because we know life doesn’t fit neatly into a 9–5. 

What the Work Looks Like 
Most of your day will be spent collaborating online, building smart solutions, and occasionally traveling (up to 10%) if a project needs you in person. Otherwise, it’s you, your laptop, and your favorite coffee mug. 

Perks & Benefits 

• Competitive pay that reflects your skills and certifications 

• Performance bonuses and annual reviews that celebrate growth 

• Unlimited vacation + flexible time off (because balance matters) 

• Health, dental, vision, and 401(k) coverage 

• Career development support and learning incentives to keep you sharp 

Why Astrica? 
At Astrica, we’re not just checking boxes—we’re reimagining what it means to be a ServiceNow partner. We blend smart automation with human-first change management, and we do it with curiosity, creativity, and a sense of humor. Our team is made up of industry pros who love what they do and believe work should be both impactful and fun. 

Astrica is an equal opportunity employer committed to a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.