Jobs / Bulgaria / Experian Information Solutions INC
Service Now CSM Technical Product Owner
Experian Information Solutions INC · 🌍 Sofia, Sofia City Province, BG
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About the role
We are looking for a ServiceNow Customer Service Management Technical Product Owner to join our growing team in Sofia. This is a critical role responsible for guiding the strategy, evolution, and of our ServiceNow platform for the UK business. You combine product ownership capabilities with deep technical troubleshooting expertise with customer-centric service delivery. Job role will be reporting to the Head of respective department. What You'll Do: As the ServiceNow CSM Technical Product Owner, you will maximize the value of the ServiceNow CSM platform and ensuring it delivers measurable outcomes, operational efficiency, and outstanding client experiences. • You will maintain the ServiceNow Customer Service Management product roadmap, with care for priorities and customer needs. • You will define and prioritise the product backlog, ensuring delivery of high-value features and platform enhancements. • You will work with partners, operations teams, engineering teams, and client-facing functions to gather requirements and translate them into relevant user stories. • Be a primary subject matter expert for ServiceNow CSM capabilities and best practices. • Be the technical escalation point for complex ServiceNow CSM issues and platform challenges. • You will lead root cause analysis activities for critical incidents, identifying permanent solutions and improvement opportunities. • You will work with development and platform engineering teams to troubleshoot integrations, workflows, APIs, automation, and performance-related issues. • You will ensure the ServiceNow Customer Service Management platform delivers intuitive and seamless user experiences. • Build relationships with business leaders, technical teams, service owners, and operational partners. What We're Looking For: • 3+ years of experience as a Product Owner, Technical Product Owner, Platform Owner, or ServiceNow Product Manager. • Hands-on experience with ServiceNow Customer Service Management. • Technical troubleshooting experience • 1+ years of experience working within Agile delivery frameworks and leading backlog management activities. • Experience improving customer and client experiences. We consider it an advantage if you also have: • ServiceNow qualification ( Certified System Administrator (CSA) or ServiceNow Certified Implementation Specialist (CIS) for CSM) • Experience with ITSM, ITOM, Service Portal, Flow Designer, IntegrationHub, or related ServiceNow modules. What you will get: • Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books. • Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time. • Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits! • Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event. • Opportunity for Flexible working hours and Home Office. Our uniqueness is that we celebrate yours. Experian's culture is people-first, inclusive, and purpose-driven. It is also multi-award-winning. Having been recognized as one of the World's Best Workplaces™ 2025, it was listed in Fortune's Global Top 25. Additionally, it is a Great Place To Work™ in 26 countries, to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is a