Sr Principal - ServiceNow Product Owner

About Northern Trust

As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world’s most successful individuals, families, corporations and institutions.

Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.

With more than 135 years of financial experience and over 24,000 partners, we serve the world’s most sophisticated clients using leading technology and exceptional service.

About the Role

Lead the end-to-end product management of the ServiceNow platform at Northern Trust

Define and execute a strategic vision and roadmap through a federated operating model across business, technology, and risk stakeholders

Drive the implementation, governance, optimization, and expansion of ServiceNow modules, including ITSM, ITOM, IRM/GRC, SecOps, HRSD, CSM, and AI-enabled capabilities

Ensure the platform delivers business value, operational efficiency, regulatory compliance, and cost optimization

Key Responsibilities

Product Strategy & Vision

Define and own the ServiceNow platform vision, strategy, and multi-year roadmap

Translate enterprise priorities into a cohesive product strategy across modules and domains

Lead a federated roadmap planning process across business units, ensuring alignment and prioritization

Drive adoption of platform-first and automation-first principles

Platform Governance & Delivery

Establish and enforce platform governance models (design authority, standards, data models, and architecture guardrails)

Ensure consistent implementation of best practices, reusable components, and scalable design

Oversee delivery of strategic programs across ServiceNow Modules in a federated partnership with assigned Capability Level Product Owners

Partner with engineering and operations teams to ensure resiliency, scalability, and performance

AI & Intelligent Automation Strategy

Define and execute roadmap for AI/GenAI capabilities within ServiceNow (e.g., virtual agents, predictive intelligence, Now Assist)

Identify high-impact use cases for:

Automation of service operations

Predictive incident/problem management

Intelligent workflows and self-healing systems

Establish governance for AI adoption, model transparency, and responsible AI usage

Measure and track AI-driven outcomes (deflection rates, automation % , MTTR reduction)

Vendor & Ecosystem Management

Own strategic relationship with ServiceNow and implementation partners

Drive vendor performance through:

Quarterly business reviews (QBRs)

Value realization and KPI tracking

Innovation alignment and roadmap influence

Evaluate and onboard ecosystem tools and integrations to extend platform capabilities

Financial & Cost Management

Manage platform TCO (Total Cost of Ownership) including licensing, infrastructure, and operational costs

Develop and execute cost optimization strategies

Drive transparency through chargeback/showback models

Ensure optimal utilization of ServiceNow licenses and features

Data Management & Insights

Define and govern ServiceNow data strategy, including:

CMDB maturity and accuracy

Data quality frameworks

Data ownership and stewardship

Enable data-driven decision making through dashboards, reporting, and analytics

Integrate ServiceNow data with enterprise data platforms (e.g., data lake, analytics tools)

Stakeholder & Federated Engagement

Act as the single point of accountability for platform outcomes

Partner with:

Business stakeholders

IT operations and engineering

Risk, compliance, and audit teams

Facilitate alignment across a federated model with distributed ownership

Drive change management, adoption, and user experience improvement

Key Deliverables

Enterprise ServiceNow strategy and roadmap

AI adoption roadmap and value realization metrics

Platform governance framework and standards

Cost optimization plan and financial model

Data governance maturity roadmap

Vendor performance and innovation roadmap

Required Qualifications

10+ years of experience in product management, ITSM/platform engineering, or enterprise platforms

5+ years of deep ServiceNow platform experience across multiple modules

Proven experience in large-scale ServiceNow implementations in financial services or regulated environments

Strong understanding of:

ITIL / ITSM frameworks

Enterprise architecture principles

Risk and compliance requirements (SOX, audit, etc.)

Experience managing federated product models and cross-functional stakeholders

Preferred Qualifications

ServiceNow certifications (e.g., CSA, CIS – ITSM/ITOM/IRM, Certified Product Owner)

Experience with AI/ML or GenAI capabilities within ServiceNow or similar platforms

Exposure to cloud platforms, data platforms, and automation frameworks

Experience driving platform standardization and consolidation initiatives

Key Competencies

Strategic thinking with strong execution focus

Stakeholder influence and executive communication

Data-driven decision making

Vendor negotiation and partnership management

Strong governance and risk mindset

Continuous improvement and innovation orientation

Success Metrics

Platform adoption and user satisfaction

Reduction in incident volumes and MTTR

Automation and AI-driven efficiency gains

Cost optimization and license utilization

CMDB accuracy and data quality improvements

Delivery of roadmap milestones and business value realization

Working with Us

As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.

Philanthropy is deeply rooted in Northern Trust’s history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.

Reasonable Accommodation

Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

About Our Pune Office

The Northern Trust Pune office, established in 2016, is now home to over 3,000 employees. The office handles various functions, including Operations for Asset Servicing and Wealth Management, as well as delivering critical technology solutions that support business operations across the globe.

Our Pune team takes our commitment to service to heart. In 2024, they volunteered more than 10,000+ hours into the communities where they live and work. Learn more.