Service Now Product Owner

About BNP Paribas India Solutions:
Established in 2005, BNP Paribas India Solutions is a wholly owned subsidiary of BNP Paribas SA, European Union’s leading bank with an international reach. With delivery centers located in Bengaluru, Chennai and Mumbai, we are a 24x7 global delivery center. India Solutions services three business lines: Corporate and Institutional Banking, Investment Solutions and Retail Banking for BNP Paribas across the Group. Driving innovation and growth, we are harnessing the potential of over 10000 employees, to provide support and develop best-in-class solutions.

About BNP Paribas Group:
**BNP Paribas is the European Union’s leading bank and key player in international banking. It operates in 65 countries and has nearly 185,000 employees, including more than 145,000 in Europe. The Group has key positions in its three main fields of activity: Commercial, Personal Banking & Services for the Group’s commercial & personal banking and several specialised businesses including BNP Paribas Personal Finance and Arval; Investment & Protection Services for savings, investment, and protection solutions; and Corporate & Institutional Banking, focused on corporate and institutional clients. Based on its strong diversified and integrated model, the Group helps all its clients (individuals, community associations, entrepreneurs, SMEs, corporates and institutional clients) to realize their projects through solutions spanning financing, investment, savings and protection insurance. In Europe, BNP Paribas has four domestic markets: Belgium, France, Italy, and Luxembourg. The Group is rolling out its integrated commercial & personal banking model across several Mediterranean countries, Turkey, and Eastern Europe. As a key player in international banking, the Group has leading platforms and business lines in Europe, a strong presence in the Americas as well as a solid and fast-growing business in Asia-Pacific. BNP Paribas has implemented a Corporate Social Responsibility approach in all its activities, enabling it to contribute to the construction of a sustainable future, while ensuring the Group's performance and stability

Commitment to Diversity and Inclusion

At BNP Paribas, we passionately embrace diversity and are committed to fostering an inclusive workplace where all employees are valued, respected and can bring their authentic selves to work. We prohibit Discrimination and Harassment of any kind and our policies promote equal employment opportunity for all employees and applicants, irrespective of, but not limited to their gender, gender identity, sex, sexual orientation, ethnicity, race, colour, national origin, age, religion, social status, mental or physical disabilities, veteran status etc. As a global Bank, we truly believe that inclusion and diversity of our teams is key to our success in serving our clients and the communities we operate in.

About Business line/Function:
ITG is a group function established recently (2019) in ISPL with presence in Mumbai, Chennai and Bengaluru. We collaborate with various business lines of the group to provide IT Services.

Job Title:
Product Owner - CSM and Knowledge

Date:
07-April-2025

Department:
ITG

**Location**:
Chennai / Bengaluru

Business Line / Function:
ITGP ServiceNow

Reports to:
(Direct)

ISPL ITGP ServiceNow Manager

Grade:
(if applicable)

(Functional)

Number of Direct Reports:
None

Directorship / Registration:
NA

**POSITION PURPOSE**:
Ability to lead, adapt and drive the strategic direction, development, and implementation ServiceNow CSM and Knowledge Management solutions.

**Responsibilities**

**DIRECT RESPONSIBILITIES**:
Develop and execute the strategy for Knowledge and CSM within ServiceNow.

Define product vision, goals, and roadmap aligned with business objectives & best practices

Continuously analyze market trends, industry standards, and customer feedback to drive enhancements

Engage with stakeholders to gather requirements & prioritize features.

Act as the primary point of contact between stakeholders, BA and Automation team.

Conduct product demos, stakeholder meetings, and progress updates to ensure alignment

Work closely with the leadership team on the ServiceNow roadmap for CSM and Knowledge.

Lead the end-to-end product lifecycle, ensuring high-quality and timely delivery.

Define and refine user stories, acceptance criteria, and technical specifications.

Conduct User Acceptance Testing (UAT) and facilitate stakeholder sign-off for product releases.

Develop and maintain documentation, process flows, and user guides.

Monitor KPIs and success metrics to track the impact of CSM and Knowledge initiatives.

Conduct audits & reviews to ensure adherence to best practices and identify areas for improvement.

Identify and implement process improvements for greater efficiency in change & release management.

Ensures that the process complies with the security requirements from BNPP and data protection regulations

**CON