ServiceNow Capability Owner - ITSM & Employee Experience

We need to output HTML fragment with sections for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections if posting has real specific content. We must not repeat job title. Must not include Job ID etc. Must preserve all substantive info, remove boilerplate, navigation, legal, EEO, etc. Also remove duplicated lines. Must not create sections with filler like "commensurate with experience". Must not create Pay/Schedule/Benefits unless posting actually states them. The posting includes benefits info: "Our comprehensive benefits portfolio ... health care benefits including but not limited to medical, dental and vision insurances along with disability and a robust wellness program. To support a healthy work-life balance, we offer flexible work schedules, paid vacation and holiday time, sick time, and dependent sick time. A variety of additional benefits are available ... company-matched 401k plan, adoption reimbursement, tuition reimbursement, vendor discounts, an employment referral program, AD&D insurance, pre-taxed accounts, voluntary legal plan and the B&V Credit Union. Professionals may also be eligible for a performance-based bonus program. We are proud to be a 100 percent ESOP-owned company." So Benefits section is present. Pay: Not explicitly stated. There's "Salary Plan ITS: Information Technology Service Job Grade 017". That's a salary plan and grade but not actual pay figure. The instruction: never create Pay/Schedule/Benefits sections unless the posting actually states them. Does "Salary Plan ITS: Information Technology Service Job Grade 017" count as stating pay? It's a grade, not a number. Likely not sufficient. So we should not include Pay section. Schedule: The posting mentions "Hybrid or flexible work options may be offered after the first 90 days of employment based upon manager discretion, job performance and work assignments." Also earlier: "Full time/Part time : Full-Time". So schedule info: Full-Time, hybrid/flexible after 90 days. That's schedule info. So we can include Schedule section. Now we need sections: About the role (maybe a summary), Responsibilities, Requirements, Qualifications, Skills, Benefits, Schedule. Possibly also "Requirements" vs "Qualifications" vs "Skills". The posting includes "Preferred Qualifications" and "Minimum Qualifications". Also "Key Responsibilities". Also "Management Responsibilities" heading but seems like a heading before Preferred Qualifications? Actually text: "Management Responsibilities Preferred Qualifications". Might be a formatting error. We'll treat "Preferred Qualifications" as qualifications. Also there is "Minimum Qualifications". So we can combine into Requirements (maybe minimum) and Qualifications (preferred). Skills maybe derived from responsibilities? But we should not invent. If there is no explicit Skills section, we should not create one. The instruction: include a section ONLY when the posting has real, specific content for it. So we need to see if there is a distinct Skills bullet list. The posting does not have a separate "Skills" heading. It has responsibilities and qualifications. So we should not create Skills section. Thus sections: About the role (maybe from "The Opportunity" paragraph), Responsibilities (Key Responsibilities), Requirements (Minimum Qualifications), Qualifications (Preferred Qualifications), Benefits, Schedule. We need to use

for each section heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from the posting, but we can format them as lists or paragraphs. Must not omit any substantive info. That's a lot. We need to capture everything from the posting except boilerplate/legal/EEO etc. Let's extract substantive content. First, remove boilerplate: The initial lines: "Date: Sep 25, 2026 Location: Overland Park, KS, US Cary, NC, US Company: Black & Veatch Family of Companies Together, we own our company, our future, and our shared success. As an employee-owned company, our people are Black & Veatch. We put them at the center of everything we do and empower them to grow, explore new possibilities and use their diverse talents and perspectives to solve humanity's biggest challenges in an ever-evolving world. With over 100 years of innovation in sustainable infrastructure and our expertise in engineering, procurement, consulting and construction, together we are building a world of difference. Company : Black & Veatch Corporation Req Id : 117283 Opportunity Type : Staff Relocation eligible : No Full time/Part time : Full-Time Project Only Hire : No Visa Sponsorship Available: No Why Black & Veatch? At Black & Veatch, you’ll be part of work that matters—designing, creating, and building the infrastructure communities rely on every day, from concept through execution. We care about how the work gets done as much as what we build. Safety is built into every decision, and people look out for each other—speaking up, collaborating, and doing the right thing because it affects real lives. You’ll work alongside teams solving complex challenges and turning ideas into solutions that perform in the real world—gaining hands-on experience across projects, technologies, and disciplines. Ownership shows up in how we work. We take responsibility for outcomes, follow through on commitments, and take pride in what we deliver. As a 100% employee-owned company, employees share in the long-term success we build together. With flexible ways of working and meaningful development opportunities, you’ll build a career you can be proud to stand behind." That's all substantive about company and why work there. This could go under "About the role" maybe? Actually "About the role" is supposed to describe the role, not company. But we have no explicit "About the role" section; we could treat the initial company description as "About the role"? Might be better to put under "About the role" a summary of the role and company context. The instruction: "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)". So we can include About the role heading and put the description of the role and maybe company overview. Must not repeat job title. So we can include the "Why Black & Veatch?" and the earlier company description as part of About the role. Now "The Opportunity" paragraph: "We are seeking a ServiceNow Capability Owner to serve as the domain authority and product owner for the ITSM capability on the ServiceNow platform. In this role, the Capability Owner is the product owner: a single accountable leader for the capability maturity, backlog health, prioritization, stakeholder alignment, and governance discipline of these domains. This role owns capability outcomes, not configuration or development. You will define the roadmap, shape and prioritize the backlog, keep incoming requests on the correct governance path, and ensure platform investments translate into scalable, business-aligned results. You will partner closely with architects and developers to move work forward, while shielding the delivery team from direct, unmanaged stakeholder demands so they can protect delivery capacity. As a Product Owner, you stand at the center of everything, translating business needs into actionable outcomes. Half your time is with the Scrum team, shaping stories, answering questions, joining sprint ceremonies, and making sure what is being built stays on track. The other half is with your stakeholders, gathering feedback, validating progress, and ensuring the solution actually fits the business. As Black & Veatch accelerates its AI-native platform strategy, this role requires a strong understanding of ServiceNow's AI ecosystem, including Now Assist, Predictive Intelligence, Virtual Agent, and Generative AI capabilities. The Capability Owner will identify high-value AI use cases, define requirements for AI-powered features, and drive adoption of intelligent automation across the ITSM workflows." That's substantive; could go under About the role or Responsibilities. But we already have a Responsibilities section later with bullet points. The "The Opportunity" is more of an overview; we could put it under About the role. Now "Key Responsibilities" section includes several bullet groups: Product Ownership & Capability Strategy, ServiceNow Platform Knowledge & Solution Alignment, AI capability enablement, Agile Delivery & Scrum Team Collaboration, Stakeholder Management, Leadership & Team Mentoring, Analytical Excellence & Value Realization, Communication & Executive Reporting. We need to capture all bullet points as list items. The text includes paragraphs under each heading. We should convert each paragraph into a list item? The instruction: Use

  • for any list of duties/requirements/benefits. So we can treat each duty as a list item. Might be many; we can break them into separate
  • for each distinct duty. We need to preserve all substantive information; not summarize away detail. So we need to include each sentence as a list item? That could be huge but okay. Better to group under headings inside the Responsibilities section? But we only allowed

    for section headings; we could have subheadings? Not specified; but we could still use

    inside? The instruction only mentions using

    for section headings (e.g., About the role, Responsibilities...). It doesn't forbid other headings, but to be safe we can just use

    • and include the full text as paragraphs inside each
    • . That preserves detail. Similarly for Requirements (Minimum Qualifications) and Qualifications (Preferred Qualifications). We'll need to list each bullet. Minimum Qualifications: "Bachelor's degree", "8-10 years experience", "All applicants must be able to complete pre-employment onboarding requirements (if selected) which may include any/all of the following: criminal/civil background check, drug screen, and motor vehicle records search, in compliance with any applicable laws and regulations." That's it. Preferred Qualifications: a long list with bullet-like sentences separated by periods. We need to capture each distinct item. Let's extract Preferred Qualifications text: "Product Ownership & Experience: 5+ years in product ownership, business analysis, or Agile delivery, with hands-on ServiceNow platform experience (implementation, administration, or development) and a proven ability to define and execute product strategy, roadmap, and vision aligned with enterprise goals. ServiceNow Platform Knowledge: Strong, practical understanding of ServiceNow core capabilities, Service Catalog, and relevant functional modules, particularly ITSM with technical fluency to discuss architecture, API integrations, and data flow between ServiceNow and connected systems. Methodologies & Frameworks: Strong knowledge of Agile frameworks (Scrum, SAFe) and ITIL service management practices; ITIL 4 Foundation certification, with ServiceNow Certified System Administrator (CSA) or Certified Product Owner credentials preferred. Leadership & Stakeholder Management: Excellent communication, facilitation, and stakeholder management skills, with proven experience leading change across large, diverse stakeholder groups and mentoring technical teams to build a collaborative, high-performance culture. Analytical & Delivery Excellence: Keen eye for gaps, complexity reduction, and simplification without compromising requirements; exceptionally organized, detail-oriented self-starter who functions autonomously and delivers agreed outcomes across technology, data, and functional teams. Education & Communication: BS in Information Technology, Computer Science, Business, or a related field (additional experience accepted in lieu of degree), with excellent verbal and written communication and the ability to present complex technical concepts to business leaders. Certified Product Owner or Product ManagerFamiliarity with enterprise process frameworks, including ITIL, knowledge governanceExperience defining AI use cases in ServiceNow or similar platforms, including Generative AI concepts and responsible AI governanceExperience in cross-functional ServiceNow implementations or platform transformations" Note there are some missing punctuation and run-on sentences. We need to preserve as is, but we can split into list items at each line break (the original had line breaks). We'll treat each line as a list item. Now Benefits: we need to capture all benefits described. Benefits paragraph: "Our comprehensive benefits portfolio is a key component of this commitment and offers an array of health care benefits including but not limited to medical, dental and vision insurances along with disability and a robust wellness program. To support a healthy work-life balance, we offer