ServiceNow Product Owner


We’re looking for a ServiceNow Product Owner to join our Customer Care team. Our Customer Care team have developed and implemented our Get Help Program with huge success, this is a program that provides an improved assurance capability for customers using the ServiceNow platform. Due to the success of this program our scope of work is rapidly growing to provide ticketing and issue resolution support for a wide variety of products, technologies and customer groups.  

About the role

This role will see you operate as a product owner within Customer Care and as part of a high performing, collaborative, business and IT delivery group leveraging agile methodologies to deliver new business benefits through enhancing our ServiceNow platform.

You will be working with other product owners and an agile delivery team to represent and meet customer requirements through the development of business designs, defining epics and features leading to the delivery of new and innovative solutions within Telstra’s strategic Customer Care stack.

In time you will become a Subject Matter Expert (SME) on the ServiceNow platform for both your direct team and the feature teams you work with.

There is a strong preference for this role to be based in Melbourne, although candidates in other locations will be considered.

Your key accountabilities will be:

  • Lead development with internal stakeholders to understand business needs/requirements and develop end-to-end business designs via our ServiceNow platform and associated architecture.
  • Work with the Product Manager/Owners to maintain and prioritise Business Designs and Epics within program backlog.
  • Assist in developing and driving both interim and strategic goals focussed on the delivery of new and innovative capabilities.
  • Contribute deep insights and understanding of customer service ticketing best practices.
  • Lead business analysts and feature teams through the discovery and elaboration of business designs via ServiceNow.
  • Provide quality control whilst maintaining conceptual and technical integrity of solution components through close collaboration with business analysts, feature team leads and IT feature teams.
  • Collaborate with Architects and Solution Engineers in decision making regarding technology and infrastructure.
  • Participate in iteration planning.
  • Act as point of truth for decisions relating to the development of new capabilities.
  • Develop and maintain tracking and reporting frameworks
  • Engage in ongoing reviews of business and financial processes and systems.
  • Lead cross-functional and/or virtual teams to design, develop and deploy programs of work.

What you’ll bring

You will have a familiarity with the ServiceNow product family, coupled with extensive experience developing solutions and business capabilities on the ServiceNow platform.

With relevant professional experience, your career journey so far will have seen you operate within the Service Assurance domain, working in a key delivery role as part of a high performing agile program.

You will have the ability to identify problems and asks questions to understand how problems came about, then be able to synthesis multiple sources to these solve problems.

Crucial for this role will be your expertise in establishing and managing strategic relationships and being able to communicate a shared vision to engage stakeholders in achieving enterprise goals.

With the size of Telstra, the opportunities to develop and grow your career with us in a creative environment and a success-based culture are endless.

Telstra is an equal opportunity employer and we value diversity. We’re also committed to flexibility – giving you choice in how and where you work. Talk to us about how this job could be flexible for you.

Are you viewing this job on LinkedIn? Click here to apply