About the position
Every day, National Grid delivers safe, reliable energy to millions of homes and businesses across the UK and US. As the energy landscape evolves our mission is to lead the transition to a more sustainable future. IT and Digital supports this mission by providing innovative technology services to our business units. Embracing Agile and digital-first approaches, our teams drive efficiency and deliver new capabilities that meet the needs of our customers. This role plays a vital part in helping National Grid deliver clean, fair, and affordable energy for all. You'll be supported in your professional growth as part of a diverse, customer-focused global team. National Grid is hiring a Principal Product Owner for IT Service Management (ITSM) & IT Operations Management (ITOM). This is a hybrid opportunity open to our Waltham, MA and Brooklyn, NY offices.
Responsibilities
- Define solutions that are desirable, viable, feasible, and sustainable to meet the needs of ITSM & ITOM enterprise service owners, consumers, and stakeholders.
- Bridge the gap between ServiceNow's ITSM & ITOM capability roadmap, market trends, organizational capability, and the operational customer's needs and desires.
- Translate ServiceNow's ITSM & ITOM workflow capabilities into opportunities to create business value and address operational needs.
- Manage intake and demand across ITSM & ITOM service owners and consumers, negotiating with the ServiceNow Platform Team for delivery of the backlog.
- Advocate for and maintain the ITSM & ITOM feature backlog to ensure value is delivered to the enterprise by implementing features that solve problems and deliver benefits.
- Challenge legacy ITSM processes and propose improvements aligned with emerging platform capabilities.
- Design and run Proof of Concept and Proof of Value initiatives to explore the feasibility and desirability of new features and capabilities.
- Support change initiatives to transform IT operations by advocating digital enablement of IT Service Management, IT Operations Management, and the introduction of AI agentic workflow automation.
- Serve as the primary liaison between the customer and the Agile Team, ensuring that the team backlog reflects the most valuable work.
- Prioritize backlog items using economic prioritization techniques (e.g., WSJF) to maximize customer value and minimize time-to-market.
- Translate customer needs, business goals, and stakeholder feedback into clear, actionable user stories and enablers.
- Collaborate with Platform Owners to align team-level work with the broader product vision and roadmap.
- Apply Design Thinking and Lean UX to deeply understand user personas, pain points, and desired outcomes.
- Conduct Gemba walks, empathy interviews, and journey mapping to uncover unmet needs and inform backlog refinement.
- Use hypothesis-driven development to validate assumptions through MVPs and prototypes.
- Collaborate with stakeholders to synthesize insights into a shared vision and roadmap.
Requirements
- Deep understanding of ServiceNow ITSM and ITOM modules, including Incident, Problem, Change, Request, and Knowledge Management.
- Experience with Event Management, Service Mapping, and AIOps (CMDB Discovery is preferable not essential).
- Familiarity with ServiceNow's platform architecture, scripting, and integration capabilities.
- Experience with ServiceNow's roadmap and release cycles.
- Experience with Service Now's Common Service Data Model.
- ServiceNow Certified Implementation Specialist - ITSM.
- ServiceNow Certified Implementation Specialist - ITOM.
- SAFe Product Owner/Product Manager (POPM).
- ITIL 4 Foundation or higher.
Nice-to-haves
- ServiceNow Certified System Administrator (CSA).
- Proven experience as a Product Owner in a scaled Agile environment (preferably SAFe).
- Strong backlog management, story writing, and prioritization skills.
- Ability to balance technical constraints with customer value.
- Excellent communication, facilitation, and stakeholder management skills.
Benefits
- Career path with advancement opportunities.
- Diversity and inclusion culture.
- Equal opportunity employer.
