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Product Owner - ServiceNow

Atlanta, Georgia;

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Position Summary

The Information Technology Service Management (ITSM) Service Asset and Configuration Management (SACM) Product Owner manages and delivers against the ITSM product roadmap, prioritizes stories and epics, and ensures delivery of key outcomes.  They perform stakeholder analysis and collaborate to understand their business processes to facilitate gathering requirements and product design.  The SACM Product Owner is responsible for delivery a best in class Configuration Management Database for Bank of America.

Job Duties:

  • Develop and maintain knowledge of ServiceNow modules, including ITSM and ITOM
  • Collaborates with the Head of ITSM product management to develop product strategy, objectives and key results
  • Design and Implement the Configuration Management Database within ServiceNow
  • Design and Implement SACM workflows, business rules, controls, reporting and other required features to satisfy SACM process requirements
  • Conduct stakeholder and user analysis to understand needs and key opportunities to inform feature prioritization on an on-going basis
  • Maintains a product roadmap to deliver against objectives and key results
  • Conducts continuous planning and design to ensure a robust and high-quality product backlog
  • Evaluates and prioritizes demand and decomposes into deliverable features
  • Collaborate closely with engineering leads and architects on product design and implementation strategies
  • Facilitate product design workshops with key stakeholders
  • Documents high quality epics, features and stories and maintain the product backlog
  • Lead and participate in key product planning and agile delivery routines
  • Collaborate with scrum master to remove delivery blockers and increase delivery velocity
  • Validate developed features meeting acceptance criteria
  • Maintain evidence required for change and release management
  • Evaluate impact and drive user adoption of new product features

Required Skills

  • 4+ years of experience in a product management or related role
  • 2+ years operating in an agile delivery model
  • Experience implementing or managing a Configuration Management Database
  • ITIL foundation certified
  • Strong technical knowledge and business acumen
  • Stakeholder analysis and management skills
  • Strong verbal and written communication skills

Desired Skills

  • 2+ years ServiceNow implementation experience
  • Experience working in banking or other highly regulated industry
  • Strong understanding of the ServiceNow common services data model
  • Completion of designated ServiceNow learning pathway courses
  • Experience in Business Transformation projects, ServiceNow, or ITSM,
  • ITIL V3 Expert or V4 Managing Professional


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: No

Travel: Yes, 5% of the time