Chili's · 17 hours ago
Technical Product Owner, Service Now
Coppell, TX, United States
Full-time
Hybrid
Mid, Senior Level
5+ years expChili's is a well-known restaurant brand, and they are seeking an experienced Technical Product Owner to lead the strategy, roadmap, and delivery of high-value solutions for IT Service Management, IT Operations Management, and IT Asset Management. The role involves partnering with stakeholders to define requirements, managing the product backlog, and driving agile delivery to maximize organizational value.
Hospitality
Responsibilities
Drive product vision, strategy and roadmap for ITSM, ITOM and ITAM to define initiatives, capabilities, and features aligned with business and platform goals
Manage and prioritize the product backlog - translate business needs into clear, actionable user stories; prioritize backlog items based on value, effort, and dependencies; ensure stories are well defined, technically feasible, and ready for development
Lead agile working team - serve as the decision maker for the agile team; clarify requirements & business priorities, accept completed work, and remove blockers; partner with developers, architects, QA, and platform owners; participate in daily standup, demos, and all agile ceremonies
Write and edit user stories - accountable for clear, actionable user stories with detailed acceptance criteria that can be used to create test cases
Perform initial acceptance testing for new capabilities, features, and functionalities and oversee stakeholder / unit testing when required
Accountable for the health and continuous improvement of ITAM by ensuring accurate asset discovery data, continuously refining ITAM features as the platform evolves. Defines reconciliation rules across procurement, asset, and CMDB records, managing HAM–CMDB hardware synchronization and establishes and governs asset lifecycle stages
Accountable for the health and continuous improvement of ITSM by ensuring Incident, Problem, Change, Request, Knowledge, and related modules operate effectively. Continuously refine ITSM capabilities as the platform evolves, maintain data quality and CMDB alignment, and define workflow logic, automation, and integrations that enable end to end service delivery
Accountable for the health and continuous improvement of ITOM by ensuring Discovery, Service Mapping, and related capabilities run reliably and produce actionable insights. Maintains high quality operational data through accurate service maps, CI relationships, and infrastructure visibility, and ensures ITOM outputs align with and enrich the CMDB to support ITSM and ITAM processes
Provide technical support by collaborating with Configuration Manager, Asset Managers and Owners to diagnose and resolve issues. Troubleshoot technical issues by participating with the agile team in the root cause analysis and resolution
Stay current with the latest ServiceNow ITSM, ITAM and ITOM trends and features, and recommend enhancements, automation and new capabilities based on business needs
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, Business, or a related field
1 to 3 years direct experience with agile teams including Scrum and SAFe frameworks
Experience writing user stories and defining acceptance criteria
5 to 7 years in technology business or consulting with a clear understanding of ITIL practices
3 to 5 years' experience with ServiceNow and 1 year experience with IT Operation Management (ITOM) including knowledge of Configuration Management Data Base (CMDB) and Discovery or 1 year experience with Hardware Asset Management (HAM)
Understanding of hardware lifecycle management, the CMDB data model and health metrics required
Preferred
Agile Product Owner or SAFe certification preferred
Restaurant or retail experience, preferred
Understanding of the Common Service Data Model (CSDM) a plus
ServiceNow certifications e.g., CSA, CIS ITSM, CIS ITAM, CIS - ITOM are a plus
Benefits
Competitive package with medical, dental, and vision coverage
Life insurance
Paid vacation and holidays
401(k) with company match
Employee Assistance Program with counseling, financial, legal, and life resources
Best You EDU, offering education programs and tuition reimbursement
Generous dining discounts at Chili’s® Grill & Bar and Maggiano’s Little Italy®
Annual bonus eligibility for every RSC Team Member
On-site gym and fitness classes like yoga and boot camp
Company
Chili's
Fresh flavors layered in every bite.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Doug Comings
COO
Recent News
The Daily Dot
2025-12-03
Company data provided by crunchbase