Senior Product owner - ServiceNow [T500-27014]

About T-Mobile: T-Mobile US, Inc. (NASDAQ: TMUS), headquartered in Bellevue, Washington, is America’s supercharged Un-carrier, connecting millions through its strong nationwide network and flagship brands, T-Mobile and Metro by T-Mobile. Customers benefit from an unmatched combination of value, quality, and exceptional service experience.

TMUS Global Solutions: TMUS Global Solutions is a world-class technology powerhouse accelerating the company’s global digital transformation. With a culture built on growth, inclusivity, and global collaboration, the teams here drive innovation at scale, powered by bold thinking.

About the Role:

• This role is critical for managing the Agile team backlog to ensure alignment with CMDB and ITOM product priorities and operational excellence. It involves defining, refining, and prioritizing user stories while maintaining the technical integrity of features across one or two Agile teams focused on Configuration Management Database (CMDB), IT Operations Management (ITOM), and related ServiceNow capabilities. The Product Owner serves as the primary liaison between development teams and stakeholders to clarify requirements, drive sprint execution, and ensure delivered capabilities advance the organization’s CMDB health, discovery coverage, and operational automation goals.
• Success is measured by the quality and readiness of user stories, sprint velocity, CMDB data integrity improvements, ITOM discovery coverage expansion, and effective coordination of cross-platform dependencies. The work directly impacts the reliability of configuration data, the effectiveness of IT operations automation, and the overall productivity of Agile teams within the Asset & Configuration Management organization.

CMDB & ITOM Capability Focus :

• The Product Owner will drive delivery across the following ServiceNow capability areas:

CMDB (Configuration Management Database):

• CSDM/CMDB data model governance and CI lifecycle management; CI relationship mapping and dependency visualization; CMDB Health scoring, data quality dashboards, and reconciliation; integration with downstream consumers including ITSM, ITOM, ITAM/HAM/SAM, and reporting platforms.

ITOM (IT Operations Management):

• Discovery and Service Mapping for infrastructure and application topology; Agent Client Collector (ACC) deployment and lifecycle management; event management, alert correlation, and operational intelligence; horizontal discovery and network-to-compute relationship mapping; ITOM Visibility, Health, and Optimization module roadmaps.
• We pride ourselves on encouraging a culture of innovation, agile ways of working, and transparency in all we do. Join us in embodying the spirit of the Un-carrier and make a tangible impact.

Responsibilities: Own, prioritize, and manage the ServiceNow CMDB and ITOM product backlog to ensure alignment with Asset & Configuration Management business objectives and enterprise IT strategy.

• Translate infrastructure, configuration management, and operational requirements into clear user stories, acceptance criteria, and success metrics.
• Collaborate with stakeholders, Business Analysts, CMDB Architects, and Developers to refine backlog items and ensure readiness for sprints.
• Drive delivery of enhancements and new features for CMDB data model governance, ITOM Discovery, Service Mapping, ACC, and related operational tooling.
• Participate in Agile ceremonies including sprint planning, backlog grooming, sprint reviews, and retrospectives.
• Act as the decision-maker for backlog priorities, ensuring trade-offs align with organizational strategy and CMDB/ITOM roadmap commitments.
• Validate delivered features against acceptance criteria, CMDB health KPIs, and business value expectations.
• Partner with ITOM and CMDB engineering teams to define discovery patterns, CI classification rules, and reconciliation logic.
• Continuously identify opportunities to improve processes, enhance platform adoption, expand discovery coverage, and maximize ROI from ServiceNow CMDB and ITOM investments.

What You’ll Bring: Education & Work Experience:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field (Required)
• 4+ years of relevant Product Management, Product Owner, Business Analyst, System Analyst, or Architecture/Software Engineer experience in an Agile software product development environment (Required)
• 2+ years of experience delivering software with Agile Scrum methodologies and commonly used backlog management tools (Required)
• 2+ years of hands-on experience with ServiceNow CMDB, CSDM, or ITOM modules (Required)
• Strong requirements elicitation and proven writing skills, including the ability to write concisely and clearly for technical and non-technical audiences (Required)
• Experience with Agile backlog/project management tools such as Jira, Azure DevOps, or Rally (Required)
• Scrum Product Owner certification (CSPO) (Preferred)
• ITIL v4 Foundation or higher certification (Preferred)
• ServiceNow Certified System Administrator (CSA) or CMDB/ITOM-related certifications (Preferred)

Knowledge, Skills, and Abilities:

• Strong communication skills with the ability to articulate technical concepts to diverse audiences (Required)
• Deep understanding of ServiceNow CMDB architecture, CSDM framework, CI lifecycle, and relationship modeling (Required)
• Working knowledge of ITOM Discovery, Service Mapping, Agent Client Collector (ACC), and Event Management (Required)
• Analytical skills to troubleshoot data quality issues, optimize CI reconciliation, interpret CMDB health metrics, and drive continuous improvement (Required)
• Technical writing and documentation experience, including the ability to produce runbooks, architecture decision records, and user-facing knowledge articles (Required)
• Understanding of ITSM fundamentals and how CMDB/ITOM data feeds incident, change, and problem management workflows (Required)
• Familiarity with infrastructure concepts including server, network, storage, and cloud topology (Preferred)
• Experience working with data platforms such as Snowflake, SQL, or similar tools for CMDB reporting and analysis (Preferred)
• Customer-centric mindset with experience supporting IT operations and infrastructure teams (Required)

Must Have Skills: Education & Work Experience:

• Bachelor’s Degree in Computer Science, Information Technology, Engineering, or related field (Required)
• 4+ years of relevant Product Management, Product Owner, Business Analyst, System Analyst, or Architecture/Software Engineer experience in an Agile software product development environment (Required)
• 2+ years of experience delivering software with Agile Scrum methodologies and commonly used backlog management tools (Required)
• 2+ years of hands-on experience with ServiceNow CMDB, CSDM, or ITOM modules (Required)
• Strong requirements elicitation and proven writing skills, including the ability to write concisely and clearly for technical and non-technical audiences (Required)
• Experience with Agile backlog/project management tools such as Jira, Azure DevOps, or Rally (Required)
• Scrum Product Owner certification (CSPO) (Preferred)
• ITIL v4 Foundation or higher certification (Preferred)
• ServiceNow Certified System Administrator (CSA) or CMDB/ITOM-related certifications (Preferred)

Knowledge, Skills, and Abilities

• Strong communication skills with the ability to articulate technical concepts to diverse audiences (Required)
• Deep understanding of ServiceNow CMDB architecture, CSDM framework, CI lifecycle, and relationship modeling (Required)
• Working knowledge of ITOM Discovery, Service Mapping, Agent Client Collector (ACC), and Event Management (Required)
• Analytical skills to troubleshoot data quality issues, optimize CI reconciliation, interpret CMDB health metrics, and drive continuous improvement (Required)
• Technical writing and documentation experience, including the ability to produce runbooks, architecture decision records, and user-facing knowledge articles (Required)
• Understanding of ITSM fundamentals and how CMDB/ITOM data feeds incident, change, and problem management workflows (Required)
• Familiarity with infrastructure concepts including server, network, storage, and cloud topology (Preferred)
• Experience working with data platforms such as Snowflake, SQL, or similar tools for CMDB reporting and analysis (Preferred)
• Customer-centric mindset with experience supporting IT operations and infrastructure teams (Required)