ServiceNow Product Owner

About Us

At HUB International, we are a team of entrepreneurs. We believe in protecting and supporting the aspirations of individuals, families, and businesses. We help our clients evaluate their risks and develop solutions tailored to their needs. We believe in empowering our employees to learn, grow, and make a difference. Our structure enables our teams to maintain their own unique, regional culture while leveraging support and resources from our corporate centers of excellence.

HUB is a global insurance and employee benefits broker, providing a boundaryless array of business insurance, employee benefits, risk services, personal insurance, retirement, and private wealth management products and services. With over $5 billion in revenue and almost 20,000 employees in 600 offices throughout North America, HUB has grown substantially, in part due to our industry leading success in mergers and acquisitions.

About the Role

This role owns the roadmap for ServiceNow automation and AI implementation, with a primary objective of deflecting and achieving automation around L1 helpdesk volume by eliminating routine support demand rather than simply accelerating existing processes. The role is built around three pillars: roadmap ownership and prioritization, data-driven automation and continuous improvement, and vendor partnership with knowledge transfer and stakeholder enablement.

The Product Owner verifies Product capability against vendor claims, recommends vendor and partner decisions for leadership approval, and works alongside existing ServiceNow developers, architects, and QA staff to translate the roadmap into implementation, without duplicating their hands-on build work.

Responsibilities

Pillar 1: Roadmap Ownership and Prioritization

• Own and maintain the automation and AI roadmap across the five ITSM process areas: incident, request, knowledge, problem, and change.
• Sequence deflection work ahead of post-creation automation investment, in line with established ROI logic.
• Define and track readiness thresholds for each process area based on baseline metrics.
• Prioritize incident types for Virtual Agent deflection based on volume, deflection potential, and data quality.
• Own deflection rate, human-touched ticket volume, and ROI metrics as primary success measures.
• Report progress against baseline metrics and flag when deflection plateaus, signaling readiness to shift investment toward post-creation automation.
• Build and maintain the business case supporting continued automation and AI investment.

Pillar 2: Data-Driven Automation and Continuous Improvement

• Analyze incidents, escalation, and ticket data to identify high-volume, high-friction topics suitable for automation or Virtual Agent deflection.
• Verify actual GenAI activation state directly in the Now Assist Admin panel rather than relying on vendor or marketing materials.
• Distinguish true Now Assist capability from legacy Predictive Intelligence and Agent Assist functionality.
• Partner with the Architect on design decisions including NLU training, Virtual Agent topic structure, and CMDB integration points.
• Partner with QA on acceptance criteria for deflection accuracy and release readiness.
• Monitor deployed automations post-launch, identifying underperforming flows and driving continuous improvement.
• Direct existing ServiceNow developers on build priorities without performing duplicate hands-on implementation work.

Pillar 3: Vendor Partnership, Knowledge Transfer, and Stakeholder Enablement

• Evaluate vendor and partner capability, delivery history, and risk factors such as vertical specialization mismatches.
• Manage competitive RFP processes when needed, including scoring criteria and reference checks.
• Bring vendor and partner recommendations to leadership for final approval; final selection authority sits with the ITSM Initiative Lead.
• Hold vendors and partners accountable to scope, timeline, and knowledge-transfer commitments so implementation expertise transfers in-house.
• Communicate roadmap status, risks, and tradeoffs to leadership and other stakeholders.
• Coordinate with problem management to route recurring incident types into root-cause elimination efforts.
• Manage expectations with end users and support staff as L1 ticket volume and agent responsibilities shift.

Requirements

Required

• Demonstrated experience with ServiceNow ITSM modules and hands-on familiarity with Now Assist, Virtual Agent, and Predictive Intelligence.
• Experience owning a product roadmap or similar prioritization function, including metric-driven decision making.
• Working knowledge of Flow Designer, orchestration, and integration patterns sufficient to direct and evaluate developer work.
• Experience evaluating vendors or implementation partners, including RFP processes.
• Strong written and verbal communication skills for stakeholder reporting.

Preferred

• ServiceNow CIS-ITSM certification.
• ServiceNow Now Assist Skill Kit certification or equivalent hands-on experience.
• Experience with ServiceNow releases Xanadu or Yokohama.
• Background in problem management or root-cause elimination disciplines.

Pay

The expected salary range for this position is $100,000 to $120,000 and will be impacted by factors such as the successful candidate’s skills, experience, and working location, as well as the specific position’s business line, scope, and level.

Benefits

• Comprehensive health, dental, vision, life, and disability insurance.
• Flexible Spending Account (FSA) and Health Savings Account (HSA).
• 401(k) retirement plan.
• Paid-time-off benefits including vacation, sick, personal, floating holidays, and company holidays.
• Eligible annual bonuses, equity, and commissions for some positions.

5-7 years of relevant experience required. Bachelor's degree (4-year) required. Negligible travel required.