Technical Product Owner

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to accomplish their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

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.