ServiceNow Capability Owner - ITAM & SPM

The Opportunity

We are seeking a ServiceNow Capability Owner to serve as the domain authority and product owner for the IT Asset Management (ITAM) and Strategic Portfolio Management (SPM) capabilities on the ServiceNow platform. ITAM covers Hardware Asset Management (HAM) and Software Asset Management (SAM). SPM covers demand, portfolio, resource management, and project financials. In this role, the Capability Owner is the product owner: a single accountable leader for the capability maturity, backlog health, prioritization, stakeholder alignment, and governance discipline of these domains.

This role owns capability outcomes, not configuration or development. You will define the roadmap, shape and prioritize the backlog, keep incoming requests on the correct governance path, and ensure platform investments translate into scalable, business-aligned results. You will partner closely with architects and developers to move work forward, while shielding the delivery team from direct, unmanaged stakeholder demands so they can protect delivery capacity.

As a Product Owner, you stand at the center of everything, translating business needs into actionable outcomes. Half your time is with the Scrum team, shaping stories, answering questions, joining sprint ceremonies, and making sure what is being built stays on track. The other half is with your stakeholders, gathering feedback, validating progress, and ensuring the solution actually fits the business.

As Black & Veatch accelerates its AI-native platform strategy, this role requires a strong understanding of ServiceNow's AI ecosystem, including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI capabilities. The Capability Owner will identify high-value AI use cases across asset and portfolio management, define requirements for AI-powered features, and drive adoption of intelligent automation across the ITAM and SPM workflows.

Scope

In scope: ITAM, including Hardware Asset Management and Software Asset Management; and SPM, including demand, portfolio, resource management, and project financials.
Out of scope: ITSM, ITOM/CMDB, SecOps, and IRM. These domains are owned by separate Capability Owners. You will coordinate on cross-domain dependencies but will not carry delivery accountability for them.

Product Ownership & Capability Strategy

• Act as the domain authority and product owner for ITAM and SPM, accountable for capability maturity, outcomes, and enhancement of existing platform capabilities
• Define and execute the product strategy, roadmap, and vision for both domains, aligned to enterprise goals
• Own, groom, and prioritize the capability backlog across both domains; translate business needs into structured, high-quality user stories and acceptance criteria against a defined standard of ready
• Balance competing priorities across business value and outcomes, risk and compliance, and platform health and scalability

Key Responsibilities

ServiceNow Platform Knowledge & Solution Alignment

• Apply strong, practical knowledge of ServiceNow core capabilities, Service Catalog, and the ITAM and SPM modules to shape fit-for-purpose solutions
• Define and maintain end-to-end business processes within both domains and their cross-domain touchpoints, including asset lifecycle, entitlement and compliance, demand intake, and portfolio and resource planning
• Bring technical fluency to discussions of architecture, API integrations, and data flow between ServiceNow and connected systems
• Drive standardization and alignment to out-of-the-box capabilities and platform-first design principles
• Lead AI capability enablement across the domains, identifying and prioritizing high-value use cases (Now Assist, Predictive Intelligence, Virtual Agent, AI Search), defining requirements for GenAI summarization, classification, routing, and conversational AI applied to asset and portfolio workflows, and ensuring responsible AI, data privacy, and governance alignment

Agile Delivery & Scrum Team Collaboration

• Spend roughly half your time with the Scrum team, shaping stories, answering questions, joining sprint ceremonies (planning, refinement, review, retrospective), and keeping what is being built on track
• Direct work through architects, developers, and administrators you do not manage
• The delivery pod is partner-staffed; you own the what, the why, and the priority, and the pod owns the build
• Operate within Agile frameworks (Scrum, SAFe) and apply ITIL service management practices to backlog and process decisions
• Maintain backlog readiness and support Agile execution; coordinate UAT, release validation, and adoption readiness from an ownership and acceptance standpoint rather than hands-on build

Stakeholder Management, Leadership & Team Mentoring

• Spend roughly the other half of your time with stakeholders, gathering feedback, validating progress, and ensuring the solution fits the business
• Primary interface between business stakeholders and the delivery team; facilitate workshops to gather, refine, and challenge requirements before they enter the backlog
• Partner across IT, procurement, vendor management, finance, security, and the PMO, where asset and portfolio decisions carry financial and compliance consequence
• Lead change and communication across a large, diverse group of stakeholders, routing incoming requests onto the correct governance path
• Mentor and guide technical team members, fostering a collaborative, high-performance culture, and shield developers and administrators from direct, unmanaged stakeholder asks to preserve delivery capacity

Analytical Excellence & Value Realization

• Identify gaps, reduce complexity, and simplify without compromising requirements or standards
• Improve process maturity, automation, and adoption within the domains, working autonomously and across technology, data, and functional teams to deliver agreed outcomes
• Drive measurable results such as operational efficiency, cost optimization, and improved user experience

Measurement & Executive Reporting

• Establish a baseline for each domain and define, track, and report KPIs that measure capability performance and value delivered, not activity
• Domain measures include license compliance posture, software spend visibility, hardware lifecycle currency, and reconciliation cadence and coverage for ITAM; and demand throughput, portfolio and resource data accuracy, and adoption for SPM
• Present complex technical concepts and roadmap decisions clearly to business leaders and stakeholders through strong verbal and written communication

Preferred Qualifications

• Product Ownership & Experience: 5+ years in product ownership, business analysis, or Agile delivery, with hands-on ServiceNow platform experience and a demonstrated record of owning a prioritized backlog, authoring requirements to a defined standard, and delivering outcomes through a team you did not manage.
• ServiceNow Platform Knowledge: Strong, practical understanding of ServiceNow core capabilities, Service Catalog, and relevant functional modules, particularly ITAM (HAM and SAM) and SPM, with technical fluency to discuss architecture, API integrations, and data flow between ServiceNow and connected systems.
• Governance & Prioritization: Demonstrated use of a value-scoring or prioritization method, a grooming cadence, and a definition of ready, with the ability to describe a specific trade-off decision, its rationale, and its outcome.
• Methodologies & Frameworks: Strong knowledge of Agile frameworks (Scrum, SAFe) and ITIL service management practices.
• Leadership & Stakeholder Management: Excellent communication, facilitation, and stakeholder management skills, with proven experience leading change across large, diverse stakeholder groups, shaping or challenging business requests rather than intaking them, and mentoring technical teams.
• Analytical & Delivery Excellence: Keen eye for gaps, complexity reduction, and simplification without compromising requirements; exceptionally organized, detail-oriented self-starter who functions autonomously and delivers agreed outcomes across technology, data, and functional teams.
• Education & Communication: BS in Information Technology, Computer Science, Business, or a related field (additional experience accepted in lieu of degree), with excellent verbal and written communication and the ability to present complex technical concepts to business leaders.
• Certified Product Owner or Product Manager
• Familiarity with enterprise process frameworks, including asset lifecycle, software licensing and entitlement, and portfolio and resource planning
• Experience defining AI use cases in ServiceNow or similar platforms, including Generative AI concepts and responsible AI governance
• Experience in cross-functional ServiceNow implementations or platform transformations

Minimum Qualifications

• Bachelor's degree
• 8-10 years experience
• All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations.

Work Environment/Physical Demands

Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments.

Salary Plan

Job Grade