ServiceNow Product Owner

About the role

Masdar, Abu Dhabi Future Energy Company, is looking for a ServiceNow Product Owner to turn ServiceNow into its centralised enterprise workflow and service management platform. The role owns the end-to-end product strategy, roadmap, governance and vendor delivery, driving standardisation, automation and adoption across IT, HR, Facilities and Corporate Services.

Key responsibilities

• Own the product vision and multi-year roadmap, prioritise the backlog and enforce an Out-of-the-Box adoption-first strategy
• Maintain a rolling 3-year business case and annual platform health assessments, reporting to the Director
• Centralise service requests across IT, HR Shared Services and Facilities, and maintain an onboarding playbook and a Shadow Tool Register
• Lead ITIL v4-aligned processes, CMDB data governance (accuracy target >90%) and mature ITOM capabilities
• Build a Problem Management Centre of Excellence and evolve Event Management with Azure Monitor and Dynatrace
• Enable Virtual Agent and Now Assist, including Arabic and English support and GenAI pilots, aligned with the Service Delivery Lead
• Build an "IT-for-IT" automation layer, a Workflow Automation Library and three dashboard layers (Operational, Management, Executive)
• Partner with Finance on cost allocation and chargeback, and define a governance model for the 100%-owned entities

Required profile

• 7-10+ years in ServiceNow product ownership or platform leadership, including vendor-led delivery and implementation partner management
• Experience in energy, utilities or asset-intensive sectors; familiarity with UAE regulations (NESA, ADIO, DOE) is an asset
• Bachelor's degree in IT, computer science or a related field; preferred

Required skills

• ServiceNow: ITSM, ITOM, CMDB, HRSD, Virtual Agent, Now Assist, Integration Hub and platform governance
• ITIL v4 (incident, problem, change, request, service level management)
• Product management: backlog prioritisation, roadmap governance, business case and value tracking
• Vendor and license governance, FinOps, AI and automation, stakeholder management
• Certifications required: ServiceNow CSA, CIS-ITSM, CIS-ITOM; ITIL v4 Managing Professional or equivalent; CSPO or equivalent desirable