JPMorgan Chase

ServiceNow Product Owner - Request Management

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Job Description As a member of a Service Now product team, you will be key in driving the build out of the architecture, design, and implementation of firm-wide Request Management functionalities within the platform. You will oversee the development and incremental delivery of product features from start to finish, ensuring they meet clients' needs and preferences. You will drive product vision, strategy and roadmaps, collaborating with end users for constant feedback and serve as the voice of the customer throughout delivery. You will build and manage key relationships, synthesize information from multiple sources and maintain business alignment. In addition, this role is accountable for the adherence of product deliverables to firm's security controls, policies, and procedures.
You'll be required to apply your depth of knowledge and expertise to all aspects of product management, as well as partner continuously with your many stakeholders on a daily basis to stay focused on common goals. We embrace a culture of experimentation and constantly strive for improvement and learning. You'll work in a collaborative, trusting, thought-provoking environment-one that encourages diversity of thought and creative solutions that are in the best interests of our customers globally.

  • Manage and prioritize the backlog of product enhancements and new feature requests
  • Define product vision and strategy, maintain product roadmap(s)
  • Provide solutions for stakeholder requirements that favor out-of-box functionality over customization
  • Form and lead productive client relationships with firm-wide stakeholders and executives
  • Gather and prioritize new product requirements through discovery workshops
  • Lead a team of direct and matrixed resources to curate the backlog into executable stories for engineering
  • Coordinate feature validation efforts with key stakeholders and users
  • Work with technical and non-technical stakeholders to define epics and user stories with sufficient detail and acceptance criteria to ensure successful. delivery of product capabilities, features, and business outcomes.
  • Define the operational state of product features and validation criteria (Key Performance Indicators or KPIs) to ensure successful delivery and achievement of business outcomes.
  • Serve as the primary liaison for gathering customer requirements and mapping to Service Level Objectives, Indicators, and Agreements.
  • Monitor delivery to identify issues and escalates accordingly
  • Interact with executive leadership and partner organizations to successfully deliver on product commitments


  • Bachelor's degree or equivalent work experience
  • 3-4 years of Product Management experience
  • Experience working with agile product/feature teams
  • ITIL foundations certification

Skills Required:

  • Understanding of design thinking techniques (Persona's, Journey Maps, Business Model Canvas etc.)
  • Certified ServiceNow Administrator and Certified Implementation Specialist in one module (ITSM, ITOM, CSM, ITBM, HR)
  • Experience with Service Portal, Request Catalog and Automations across the ServiceNow platform
  • Strong professional and interpersonal skills including creative problem solving, effective written and verbal communications, planned and organized coordination of cross functional teams
  • Acute attention to detail and quality; driven with the ability to self-manage
  • Successful track record in strategic planning and bringing products 'to market'
  • Demonstrable experience with roadmaps, milestones and scoping/estimation
  • Demonstrable experience creating Story Maps and user stories
  • Ability to lead projects following Agile or Scaled Agile methodologies
  • Experience working with a global team and organization

About Us JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
The health and safety of our colleagues, candidates, clients and communities has been a top priority in light of the COVID-19 pandemic. JPMorgan Chase was awarded the "WELL Health-Safety Rating" for all of our 6,200 locations globally based on our operational policies, maintenance protocols, stakeholder engagement and emergency plans to address a post-COVID-19 environment.
As a part of our commitment to health and safety, we have implemented various COVID-related health and safety requirements for our workforce. Employees are expected to follow the Firm's current COVID-19 or other infectious disease health and safety requirements, including local requirements. Requirements include sharing information including your vaccine card in the firm's vaccine record tool, and may include mask wearing. Requirements may change in the future with the evolving public health landscape. JPMorgan Chase will consider accommodation requests as required by applicable law.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, discretionary incentive compensation which may be awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
Equal Opportunity Employer/Disability/Veterans
About the Team The Chief Technology Office oversees enabling components inclusive of the top quality engineering and architecture tools and practices, key program management and processes as well as the technology workforce strategy required to make us a leading technology company for our customers, clients and colleagues around the world.
High Risk Roles (HRR) are sensitive roles within the technology organization that require high assurance of the integrity of staff by virtue of 1) sensitive cybersecurity and technology functions they perform within systems or 2) information they receive regarding sensitive cybersecurity or technology matters. Users in these roles are subject to enhanced pre-hire screening which includes both criminal and credit background checks (as allowed by law). The enhanced screening will need to be successfully completed prior to commencing employment or assignment.

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What are JPMorgan Chase Perks + Benefits

Volunteer in local community
Partners with nonprofits
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Professional Development Benefits
Tuition reimbursement

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