Chicago, Illinois, United States Job Description Job Description Day-to-Day:

Own and maintain ServiceNow automation and AI roadmap
Prioritize automation initiatives across Incident, Request, Knowledge, Problem, and Change Management
Analyze incident, escalation, and ticket trends to identify automation opportunities
Drive Virtual Agent deflection strategies to reduce L1 support volume
Track ROI , deflection rates, ticket reduction metrics, and automation success
Validate ServiceNow AI capabilities against vendor claims
Partner with architects on solution design, CMDB integrations, and NLU training
Collaborate with QA teams on testing and release readiness
Monitor implemented automations and drive continuous improvement efforts
Direct ServiceNow development priorities
Evaluate vendors and implementation partners
Manage RFP processes and vendor scoring
Present roadmap updates, risks, and recommendations to leadership
Support stakeholder adoption and change management initiatives

Job Description:

Insight Global is seeking a ServiceNow Product Owner for a top insurance and risk management client. This individual will own the strategic roadmap for ServiceNow automation and AI initiatives with a strong focus on reducing Level 1 help desk demand through self-service, virtual agent capabilities, and intelligent automation. The ideal candidate will leverage operational data and business metrics to identify automation opportunities, prioritize investments, and measure ROI . This person will work closely with ServiceNow developers, architects, QA resources, vendors, and executive stakeholders to drive adoption of cutting-edge AI and automation solutions. The role offers an opportunity to influence enterprise-wide ITSM transformation efforts while leading roadmap strategy, vendor management, and continuous improvement initiatives within a rapidly growing organization. We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.

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Skills and Requirements Must-Haves:

5-7+ years of relevant IT/Product ownership experience
Experience with ServiceNow ITSM modules
Hands-on familiarity with Now Assist, Virtual Agent, and Predictive Intelligence
Experience owning and prioritizing a product roadmap
Strong metric-driven decision making and analytics skills
Knowledge of Flow Designer, orchestration, and integration patterns
Experience directing and evaluating developer work
Vendor/implementation partner evaluation experience
RFP management experience
Strong stakeholder communication and reporting skills
Bachelor's degree

Plusses:

ServiceNow CIS
ITSM Certification
ServiceNow Now Assist Skill Kit Certification
Experience with ServiceNow Xanadu or Yokohama releases
Background in Problem Management
Root Cause Analysis/Elimination experience
AI and automation strategy experience within ServiceNow To view full details and how to apply, please login or create a Job Seeker account

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