ServiceNow Operational Product Owner (m/f/d)

For our growing digatus team in Wrocław, we are looking for a ServiceNow Operational Product Owner who takes ownership of ServiceNow platform operations, service quality, backlog management, and continuous improvement.

In this role, you act as the interface between business stakeholders, technical teams, service delivery, and clients. You ensure that the ServiceNow platform supports operational needs, remains stable and scalable, and continuously evolves in line with business priorities.

Your Tasks

As a ServiceNow Operational Product Owner, you will be responsible for the operational ownership and continuous development of the ServiceNow platform and related services.

Your responsibilities include:

• Taking operational ownership of the ServiceNow platform, including service quality, stability, and continuous improvement 

• Managing and prioritizing the operational backlog for platform enhancements, fixes, integrations, and process improvements 

• Translating business and service requirements into clear user stories, acceptance criteria, and delivery priorities 

• Acting as the central interface between stakeholders, ServiceNow developers, consultants, architects, service delivery managers, and business users 

• Supporting the design, implementation, and optimization of ServiceNow modules such as ITSM, ITOM, CMDB, HRSD, CSM, and Service Portal 

• Ensuring that ServiceNow processes support operational excellence, ITIL best practices, and client-specific service requirements 

• Monitoring platform performance, usage, incidents, change requests, and service KPIs 

• Coordinating platform releases, upgrades, cloning activities, testing, and deployment planning 

• Supporting incident, problem, change, request, and major incident processes from a platform ownership perspective 

• Ensuring proper documentation of processes, configurations, decisions, user stories, and operational handovers 

• Driving platform governance, standardization, maintainability, and upgrade readiness 

• Identifying risks, dependencies, improvement opportunities, and automation potential 

• Supporting stakeholder communication, service reviews, workshops, and decision-making processes 

• Working closely with delivery teams to ensure high-quality, timely, and business-oriented outcomes 

Your Profile

You combine ServiceNow knowledge with strong ownership, communication skills, and a structured delivery mindset.

You should have:

• Professional experience as a Product Owner, Service Owner, Platform Owner, ServiceNow Consultant, Business Analyst, or similar role 

• Solid understanding of the ServiceNow platform and its operational use in enterprise environments 

• Good knowledge of ITSM processes, especially Incident, Change, Problem, Request, and Major Incident Management 

• Experience in backlog management, prioritization, stakeholder management, and requirement clarification 

• Ability to translate business needs into actionable requirements and user stories 

• Understanding of Agile delivery methods, release planning, testing, and continuous improvement 

• Strong analytical, organizational, and communication skills 

• A proactive, solution-oriented mindset with strong ownership mentality 

• Ability to work independently and coordinate across multiple teams and stakeholders 

• Good command of English, both written and spoken 

Nice to Have

• Experience with ServiceNow modules such as ITOM, CMDB, HRSD, CSM, Service Portal, Performance Analytics, or IntegrationHub 

• ServiceNow certifications, e.g. Certified System Administrator, CIS ITSM, CIS ITOM, CIS HRSD, or Product Owner-related certifications 

• ITIL Foundation certification 

• Experience in managed service environments, IT operations, or enterprise service management 

• Good command of German or other foreign languages 

• Experience working with international clients and distributed delivery teams 

What We Offer

• A growing international team within digatus polska 

• Opportunity to take ownership of ServiceNow operational excellence and platform development 

• Exciting client environments and international ServiceNow delivery projects 

• Collaboration with experts from consulting, development, operations, and managed services 

• Professional development and certification opportunities 

• Flexible working models and an attractive workplace in Wrocław 

• A hands-on, team-oriented culture with short decision-making paths 

Join digatus polska in Wrocław and help us drive operational excellence on the ServiceNow platform.