Sr Principal - ServiceNow Product Owner

About the Role

• Lead end to end product management of the ServiceNow platform at Northern Trust.
• Define and execute 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, Governance and Quality.
• Drive strategic priorities for delivering results.

Key Responsibilities

• Product Strategy & Vision
  • Define and own the ServiceNow platform vision, strategy, and multi-year roadmap.
  • Translate enterprise priorities into a coherent product strategy across modules and use cases.
  • Lead a bi-monthly roadmap planning process across business lines, ensuring alignment and continuous improvement.
  • Set objectives/A goals based on stakeholder input, 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 service.
  • Develop & approve the enterprise program value realization roadmap to a target portfolio with enough capabilities for an enterprise value.
• AI & Intelligent Automation
  • Define and create services from a 360° capabilities within ServiceNow – GRC, digital forms.
  • Develop standards for use cases for:
    • Automation of service operations
    • Prompting of event management
    • Integration
  • Establish governance for AI adoption, model transparency, and responsible AI usage.
• What You'll Be Working With
  • Evolve existing products and roadmap features.
  • Manage platform Dev (least cost of ownership) including strategy/culture roadmap, budget, and operational costs.
  • Drive and execute IT application strategies.
  • Create and drive strong stakeholder business partnerships.
  • Ensure optimal availability of ServiceNow features and services.
• New Management & Insights
  • Define and govern ServiceNow strategy including:
    • Dashboards and metrics
    • Data security frameworks
    • Data governance and observability
  • Execute program architecture through dashboards, reporting, and analytics.
  • Integrate platform analytics with in-house reports and analytics (SQL, IBM Data, analytics tool).
• Statewide Customer Engagement
  • Act as the single point of accountability for platform excellence.
  • Define MI and SLAs.
  • Business continuity:
    • IT operations management
    • Risk and compliance and audit areas
  • For which department with IT functions but with distinct expertise.
  • Drive change management, adoption, and user experience improvement.

Key Competencies

• Strategic service portfolio management skills.
• AI implementation and value realization metrics.
• Platform governance and quality assurance experience.
• Data governance expertise.
• Customer management and innovation coaching.
• Delivery strategy with strong advocate focus.
• 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 building internal roadmap and cross functional stakeholders.
• Experience with AML and KYC banking operations will be a great addition.