Senior Principal - ServiceNow Product Owner

About the Role

• Lead end-to-end product management of the ServiceNow platform at Northern Trust.
• Define and implement a strategic vision and roadmap with a focus on operational excellence, customer satisfaction, cost optimization, and improved efficiency.
• Leverage internal and external stakeholders, including customer experience teams, accounting, data, compliance, operations, infrastructure, IT, and cyber operations, as well as governance and quality.
• Drive strategic priorities to achieve results.

Key Responsibilities

• Product Strategy & Vision
  • Define and take ownership of the ServiceNow platform's vision, strategy, and multi-year roadmap.
  • Translate enterprise priorities into a coherent product strategy that spans modules and use cases.
  • Lead a bimonthly roadmap planning process across business lines, ensuring alignment and continuous improvement.
  • Set objectives or goals based on stakeholder input, and deliver value-driven outcomes.
• Platform Governance & Delivery Automation
  • Establish and enforce platform governance models (design authority, standards, code review, and architecture decisions).
  • Define operating models for incident management, monitoring systems, and operational services.
  • Develop and approve the enterprise program value realization roadmap to achieve a target portfolio with sufficient capabilities to deliver enterprise value.
• AI & Intelligent Automation
  • Define and create services based on a 360° view of capabilities within ServiceNow—GRC, digital forms.
  • Develop standards for use cases for:
    • Automation of Service Operations
    • Event Management Prompting
    • Integration
  • Establish governance for AI adoption, model transparency, and responsible AI use.
• What You'll Be Working With
  • Evolve existing products and roadmap features.
  • Manage the Dev platform (lowest cost of ownership), including the strategy/culture roadmap, budget, and operational costs.
  • Drive and implement IT application strategies.
  • Create and foster strong business partnerships with stakeholders.
  • Ensure optimal availability of ServiceNow features and services.
• New Management & Insights
  • Define and manage the ServiceNow strategy, including:
    • Dashboards and metrics
    • Data Security Frameworks
    • Data Governance and Observability
  • Implement program architecture through dashboards, reporting, and analytics.
  • Integrate platform analytics with in-house reports and analytics (SQL, IBM Data, analytics tool).
• Statewide Customer Engagement
  • Serve as the single point of accountability for platform excellence.
  • Define MI and SLAs.
  • Business continuity:
    • IT Operations Management
    • Risk, Compliance, and Audit Areas
  • For which department has IT functions but also possesses distinct expertise.
  • Drive change management, adoption, and improvements in the user experience.

Key Competencies

• Strategic service portfolio management skills.
• AI implementation and value realization metrics.
• Experience in platform governance and quality assurance.
• Data governance expertise.
• Customer management and innovation coaching.
• A delivery strategy with a strong focus on advocacy.
• Rebuild and change management.
• AI and automation data governance.
• Knowledge processes and standards.
• Technical excellence and business excellence.

Required Qualifications

• ITIL ITSM framework.
• Risk and compliance frameworks, and certification.

Preferred Qualifications

• Experience in developing an internal roadmap and engaging cross-functional stakeholders.
• Experience with AML and KYC banking operations would be a great asset.