Hybrid ServiceNow CSM Product Owner

at Amadeus

• Job title: ServiceNow CSM Product Owner
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, Bangalore, India

About the role

• Product Owner driving ServiceNow Customer Service Management initiatives at Amadeus. Collaborating with stakeholders and development teams on large-scale ITSM transformations.

Responsibilities

• Collaborate with internal stakeholders to gather and clarify requirements, maintaining a prioritized backlog with external vendors and other Product Owners.
• Support backlog delivery by fostering team collaboration and ensuring alignment with project goals.
• Review demands against platform features, recommending best practices or alternative solutions when changes are needed.
• Provide guidance on process improvements and platform capabilities, sharing updates across teams.
• Facilitate workshops and user acceptance testing (UAT), ensuring key topics and scenarios are addressed effectively.

Requirements

• Proven experience facilitating workshops, preparing demos, and tailoring communication for diverse audiences.
• Strong communication and interpersonal skills, with an inclusive and collaborative mindset.
• Ability to simplify complex concepts and work effectively in distributed, multicultural teams.
• Demonstrated capability to work independently and guide teams through collaboration.
• Comfortable working in Agile environments and managing evolving priorities.
• Extensive experience in Product Owner or similar roles on the ServiceNow platform.
• Expertise in CSM (Case Management, CSM Portal, Service Level Agreements, data structures) and ITSM (incident and request management).
• Familiarity with ITIL and beneficial knowledge of Common Service Data Model (CSDM).
• Experience integrating ServiceNow with third-party applications and contributing to large transformation projects.
• Practical experience with Agile or SAFe frameworks and backlog management.

Benefits

• A critical mission and purpose – At Amadeus, you’ll power the future of travel with meaningful impact.
• A truly global DNA – Work in an environment that values diversity and collaboration across cultures.
• Great opportunities to learn – Continuous learning through on-the-job experiences and formal programs.
• A caring environment – We foster a culture that supports professional growth and personal well-being.
• A complete rewards offer – Attractive compensation packages, including salary, bonus, and health benefits.
• A flexible working model – Work in ways that help you thrive.
• A diverse, equitable, and inclusive community – We are committed to creating a culture of belonging.