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Product owner - Customer service
Join Our Team as a ServiceNow Product Owner – Elevate Customer Experience
About us
We are the independent expert in assurance and risk management. Driven by our purpose, to safeguard life, property, and the environment, we empower our customers and their stakeholders with facts and reliable insights so that critical decisions can be made with confidence.
As a trusted voice for many of the world’s most successful organizations, we use our knowledge to advance safety and performance, set industry benchmarks, and inspire and invent solutions to tackle global transformations.
About Business Assurance
We help companies ensure compliance, build high-performing management systems, and meet competence needs within a wide range of industries. DNV helps companies understand Working with us, you can be involved in technically challenging and innovative projects worldwide demanding a broad variety of expertise.
Our strong focus on research and innovation opens an array of opportunities, and allows you to engage in projects which develop next generation solutions. and manage their risk picture through our management system certification and training portfolios.
About the role
Purpose:
To ensure the successful implementation and maintenance of the ServiceNow product to meet DNV BUSINESS ASSURANCE's needs by collaborating with relevant stakeholders and achieving the objectives of the work pack.
Responsibilities:
- Project Delivery Ownership: Lead the delivery of ServiceNow projects, ensuring alignment with concurrent initiatives across other project teams within the Superior Customer Experience (SCE) Program at DNV Business Assurance.
- Requirement Gathering and Backlog Management: Gather requirements, manage the product backlog, and validate DNV BUSINESS ASSURANCE BA’s priorities and needs.
- Vision and Roadmap Development: Support towards vision and roadmap development along with the program manager to be fulfilled by the development teams, ensuring alignment with business goals and strategic objectives.
- Stakeholder Communication: Act as the primary contact between stakeholders and development teams to ensure clear communication and understanding.
- ServiceNow CSM Module Implementation: Oversee the design and implementation of the ServiceNow Customer Service Management (CSM) module, ensuring it meets business requirements and industry standards.
- Stakeholder Collaboration: Work with internal and external stakeholders, including consulting teams, to maximize product value.
- Continuous Improvement and Maintenance: Lead the continuous development, deployment, and maintenance of ServiceNow capabilities in CSM to improve customer service operations and overall customer satisfaction in line with the SCE Program vision.
What we offer
DNV is an Equal Opportunity Employer and gives consideration for employment to qualified applicants without regard to gender, religion, race, national or ethnic origin, cultural background, social group, disability, sexual orientation, gender identity, marital status, age or political opinion. Diversity is fundamental to our culture and we invite you to be part of this diversity.
About you
Preferred Qualifications:
Education:
- Bachelor’s or master’s degree in computer science, Information Systems, Business Administration, or related field.
- ServiceNow Certified Implementation Specialist (CISCSM) certification.
Experience:
- Minimum of 3 years of experience as a Product Owner or similar role, focusing on ServiceNow and Customer Service Management.
- Experience supporting Customer Service, Sales Support, Technical Support, or Contact Center units.
- Proficiency with Agile/Scrum methodologies and tools.
Technical and Functional Knowledge:
- Strong hands-on experience with ServiceNow, particularly in the Customer Service Management module.
- Proficiency in managing workflows, business rules, UI policies, and other ServiceNow components.
- Deep understanding of customer service processes and case management best practices.
- Experience in implementing and optimizing customer service solutions.
Other Skills:
- Excellent communication skills with the ability to work effectively with cross-functional teams.
- Strong analytical and problem-solving abilities.
- Proven track record of managing complex projects and delivering high-quality results.
DNV is a global quality assurance and risk management company. Driven by our purpose of safeguarding life, property and the environment, we enable our customers to advance the safety and sustainability of their business.
We provide classification, technical assurance, software and independent expert advisory services to the maritime, oil & gas, power and renewables industries. We also provide certification, supply chain and data management services to customers across a wide range of industries.
Combining technical, digital and operational expertise, risk methodology and in-depth industry knowledge, we empower our customers’ decisions and actions with trust and confidence. We continuously invest in research and collaborative innovation to provide customers and society with operational and technological foresight.
With origins stretching back to 1864 and operations in more than 100 countries, our experts are dedicated to helping customers make the world safer, smarter and greener.