Lead ServiceNow Product Operations📣 Job Ad

About the Role

Riyadh Air (RX), Saudi Arabia's new national airline, is establishing itself as a leader in shaping the future of air travel. With a strategic vision to position Saudi Arabia as a premier global aviation and trade hub, Riyadh Air is a digitally-focused airline aiming to connect the Kingdom with over 100 destinations. We are seeking an experienced Lead ServiceNow Product Operations to drive the development and implementation of effective ServiceNow solutions that deliver substantial business value.

This role serves as a critical interface between business stakeholders and engineering teams, ensuring that business requirements are clearly defined and translated into scalable ServiceNow solutions. The position is central to aligning business needs with technological delivery, ensuring that all solutions are practical, impactful, and aligned with operational objectives. The Lead ServiceNow Product Operations will be responsible for backlog prioritization, stakeholder engagement, and delivery planning, alongside analyzing existing processes and designing improvements to enhance efficiency and business outcomes.

Key Responsibilities

• Lead ServiceNow Product Operations, acting as the primary liaison between business stakeholders and engineering teams.
• Ensure clear definition and translation of requirements into scalable ServiceNow solutions.
• Bridge stakeholder needs with engineering delivery to ensure solutions are practical, impactful, and aligned with operational goals.
• Drive backlog prioritization, stakeholder engagement, and delivery planning.
• Analyze current processes and design improved workflows to enhance efficiency and business outcomes.
• Define and document business and user requirements to ensure clarity, completeness, and alignment with operational objectives.
• Own and support backlog management, ensuring priorities reflect business value and strategic goals.
• Support delivery teams to ensure solutions align with business processes, platform standards, and desired outcomes.

Qualifications and Requirements

• Degree qualified.
• A minimum of 5 years of experience in Business Analysis or Product Ownership, specifically within ServiceNow environments.
• Strong experience working with the ServiceNow Platform in agile environments.
• A structured, analytical mindset with the ability to translate business needs into impactful solutions.
• Proven ability to collaborate effectively across teams.
• Solid understanding of data-related concepts including ETL, data pipelines, tracking, logging, and distributed systems.
• Advanced skills in requirements modeling and documentation, utilizing appropriate tools and frameworks.
• Experience with techniques such as affinity diagrams, user requirement specifications (URS), and technical writing is highly desirable.
• A proactive, independent approach with the ability to guide and influence stakeholders at all levels.

Required Skills

• ServiceNow Platform
• Business Analysis
• Product Ownership
• Agile Methodologies
• ETL (Extract, Transform, Load)
• Data Pipelines
• Tracking and Logging
• Distributed Systems
• Requirements Modelling
• Requirements Documentation
• Affinity Diagrams
• User Requirement Specifications (URS)
• Technical Writing
• Collaboration
• Stakeholder Engagement
• Backlog Prioritization
• Workflow Design

Work Environment and Location

This is a full-time position based in Riyadh, Saudi Arabia, within the Riyadh Region. The role operates within a dynamic and digitally native airline environment.