ServiceNow Functional Consultant optimizing service management processes at BDO. Collaborating with stakeholders and leading process discovery for ITSM and CSM.
About the role
- Product Owner I leading product direction for AskHR, a ServiceNow-based HR help desk application at TD. Fostering collaboration and innovation to enhance colleague HR experience.
Responsibilities
- Help deliver a better HR experience for every colleague
- Lead the product direction for AskHR, our ServiceNow-based HR help desk application
- Shape how colleagues access HR support by bringing together business insight, product strategy, and platform capability to deliver meaningful improvements
- Build strong partnerships with stakeholders to understand needs and shape a clear product direction
- Develop and manage a roadmap that improves colleague experience and supports business priorities
- Bring a continuous improvement mindset to how the platform is used and enhanced
- Explore innovative capabilities, including AI, to improve service effectiveness and user experience
- Ensure the application delivers practical value for colleagues while supporting scalable, sustainable operations
- Measure impact and evolve the product based on feedback, insights, and changing needs
- Create and maintain a product backlog and continuously re-prioritize user stories that will provide the most customer or end user value
- Review performance analytics; recommend and champion strategies to enhance the customer or end user product experience.
Requirements
- Undergraduate degree and / or product certificate
- 7+ years relevant experience
- 3+ years Product Owner or Agile related delivery experience
- Certified Scrum Product Owner (CSPO) certification and project management experience considered an asset
- Scaled Agile Framework (SAFe) certifications or experience operating in scaled agile delivery considered an asset
- Proven experience working with ServiceNow, ideally within HR Service Delivery (HRSD) or similar service management environments
- Strong understanding of ServiceNow capabilities, including case management, knowledge management, service catalog, workflows, and self-service experiences
- Experience with platform integrations, APIs, and workflow automation to enable end-to-end service delivery
- Demonstrated ability or strong interest in delivering AI-enabled solutions, including virtual agents, generative AI use cases (e.g., case summaries, content generation), and intelligent automation
- Familiarity with conversational AI, natural language processing (NLP), and AI-assisted workflows within enterprise platforms
- Experience acting as a Product Owner (or similar), including backlog management, roadmap development, and delivering outcomes in an Agile environment
- Strong stakeholder collaboration skills, with the ability to translate business needs into technical solutions
- Analytical and strategic mindset, with a focus on improving colleague experience, automation, and digital service delivery
- Experience in HR systems, shared services, or help desk environments is an asset.
Benefits
- Health and well-being benefits
- Savings and retirement programs
- Paid time off
- Banking benefits and discounts
- Career development opportunities
- Reward and recognition programs
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