ServiceNow Customer Service Management Technical Product Owner

Location: Sofia, Bulgaria; hybrid work

Company

hirify.global is a global data and technology company providing data, analytics, and software solutions across financial services, healthcare, automotive, insurance, and other markets.

What you will do

• Own the ServiceNow Customer Service Management product roadmap and prioritize customer-focused platform enhancements.
• Define and manage the product backlog, translating requirements from partners, operations, engineering, and client-facing teams into user stories.
• Act as the subject matter expert for ServiceNow CSM capabilities and best practices.
• Serve as the technical escalation point for complex ServiceNow CSM issues and platform challenges.
• Lead root cause analysis for critical incidents and identify permanent solutions and improvement opportunities.
• Collaborate with development and platform engineering teams on integrations, workflows, APIs, automation, performance, and user experience.

Requirements

• At least 3 years of experience as a Product Owner, Technical Product Owner, Platform Owner, or ServiceNow Product Manager.
• Hands-on experience with ServiceNow Customer Service Management.
• Technical troubleshooting experience and at least 1 year working with Agile delivery frameworks and backlog management.
• Experience improving customer and client experiences.
• Ability to work with business leaders, technical teams, service owners, operational partners, and engineering teams.

Nice to have

• ServiceNow Certified System Administrator or ServiceNow Certified Implementation Specialist for CSM qualification.
• Experience with ITSM, ITOM, Service Portal, Flow Designer, IntegrationHub, or related ServiceNow modules.

Culture & Benefits

• Permanent, full-time employment with flexible working hours and home-office options within the hybrid model.
• Professional development programs and access to online training courses, learning materials, and books.
• Social benefits including life insurance, food vouchers, additional health insurance, flex allowance, internet coverage, corporate discounts, and a Multisport card.
• 25 days of paid vacation, a birthday day off, and 3 additional paid days for social responsibility activities.
• Additional benefits include a Sharesave plan, employee assistance program, and family-related allowances.

Hiring process

• Recruitment communications are sent through authorized hirify.global channels using an @hirify.global.com email address.