Product Owner

About the Role

Synechron is seeking an experienced Product Owner / Business Analyst – ITOM & CMDB to join our team in Riyadh, Saudi Arabia. This full-time role focuses on leading the enhancement, governance, and continuous improvement of IT Operations Management (ITOM) and Configuration Management Database (CMDB) capabilities. The ideal candidate will have 5-10 years of relevant experience and will work across various technical and business stakeholders to define requirements and ensure alignment with ServiceNow CSDM principles.

Key Responsibilities

• Own and maintain the ITOM and CMDB product vision and roadmap.
• Gather requirements from Infrastructure, Cloud, Applications, Service Desk, Security, Operations, and business teams.
• Translate business and operational needs into epics, features, user stories, and acceptance criteria.
• Prioritize the product backlog based on business value, risk, data quality, operational impact, and dependencies.
• Lead backlog refinement, sprint planning, demos, and stakeholder reviews.
• Define MVP scope and phased delivery plans, coordinating with development, platform, architecture, and implementation teams.
• Accept or reject delivered functionality based on agreed acceptance criteria and track product benefits, adoption, and delivery outcomes.

CMDB Governance and ITOM Management

• Define and maintain CMDB governance standards, processes, roles, and responsibilities, including CI naming, classification, lifecycle, relationship, and data-quality standards.
• Establish processes for CI creation, updates, certification, retirement, and archival, along with governance for duplicate, stale, or incomplete CIs.
• Develop CMDB health metrics and reporting, monitoring completeness, correctness, compliance, and relationship quality.
• Support ServiceNow ITOM capabilities such as Discovery, Service Mapping, Event Management, Operational Intelligence, and Cloud Discovery.
• Define Discovery requirements, schedules, credentials, patterns, and data sources, analyzing results and resolving identification issues.
• Support mapping of technical infrastructure to business and application services, defining requirements for service maps and dependencies.
• Coordinate integration of CMDB data from various tools and ensure data adheres to CMDB governance and CSDM standards.

CSDM Alignment and Stakeholder Engagement

• Apply ServiceNow Common Service Data Model (CSDM) principles to CMDB and service-management processes.
• Define and maintain service, application, technical, business, and supporting-service relationships.
• Identify and remediate CSDM data-model gaps, guiding stakeholders on correct service and CI classification.
• Act as the primary link between technical teams, service owners, process owners, platform teams, and business stakeholders.
• Facilitate workshops and requirements sessions, resolving ambiguity and conflicting requirements.
• Communicate complex CMDB and ITOM concepts clearly to technical and non-technical stakeholders.
• Coordinate with vendors, ServiceNow partners, and implementation teams, providing product status and roadmap updates.

Testing and Delivery

• Define functional requirements, user stories, acceptance criteria, and test scenarios.
• Support SIT, UAT, regression testing, and production validation.
• Validate Discovery, service mapping, CI relationships, event data, integrations, and CMDB health.
• Manage defects, data-quality issues, and remediation actions.
• Support release planning, change management, implementation readiness, and post-release validation.

Qualifications and Experience

Candidates should possess strong knowledge of CMDB governance, ServiceNow ITOM, Discovery, service mapping, configuration-item lifecycle management, and stakeholder-driven product delivery. A minimum of 5-10 years of experience in a related role is required.