Summary and Qualifications:

As part of the Mars Petcare family of businesses, Mars Veterinary Health is a global network of veterinary practices made possible by 75,000 Associates who care for millions of pets across nearly 3,000 clinics in more than 20 countries each year. We are committed to leveraging our reach to make a long-term positive impact on people, pets, and the planet and know our Purpose – A BETTER WORLD FOR PETS – starts with the people who care for them. We strive to offer unparalleled veterinary care for pets by first and foremost enabling and empowering our Associates to do what they love, whether in primary, specialty, and emergency care or management and leadership.

Role Purpose

The MVH Global ServiceNow Product Owner ensures consistent and positive associate experience when using ServiceNow to access GBS services, across functions and Business Units globally.

Associates may be in the clinics accessing a variety of services, or associates who provide services. All associates benefit from an end-user experience that supports optimum delivery (e.g., case management, service dashboards and analytics, self-service features, knowledge articles etc.)

The Product Owner leads the strategic vision, global roadmap, and delivery of the ServiceNow platform by acting as a primary liaison between business stakeholders, IT teams, and external partners.  They are responsible for using design thinking and client lifecycle insights to implement and deliver continuous improvement of product functionality.  

Essential Responsibilities and Tasks:

• Live and exemplify the Five Principles of Mars, Inc. within self and team.
• Establish and maintain strong cross-functional relationships to support identification of end-user pain points and development solutions that meet service level and customer satisfaction commitments. 
• Define, own, and manage the global ServiceNow roadmap and prioritization for digital product and ensure alignment of MVH functional and hospital expectations with other products within digital ecosystem.
• Maintain familiarity with digital industry trends and digital user experience developments. Be the MVH expert of ServiceNow functionality and communicate the cost of delivery and value generation.
• Provide leadership to delivery teams and direction to a strategic vendor partners to uphold MVH best practices and guidelines for planning and delivery work.
• Participate in the benefit evaluation process of the delivered solution to continually gain user feedback and ensure the final product deliver on desired business need.
• Oversee the design and delivery of scalable, high-performing ServiceNow solutions that meet SLAs, compliance requirements, and user experience standards.
• Drive continuous platform optimization, including new feature adoption, automation, and integration with other enterprise systems.
• Monitor platform KPIs, usage metrics, and customer feedback to inform continuous improvement and user satisfaction.
• Ensure proper change management, training, and communication around platform changes across all global regions.
• Other job duties as assigned.

Special Working Conditions:

• Ability to work at a computer for long periods of time. 
• Project timelines and work volume/deadlines may often require more than 40 hours per week to complete essential duties of this job.
• Must have mental processes for reasoning, remembering, mathematics and language ability (reading, writing, and speaking the English language) to perform the duties proficiently.
• Ability to carry out instructions furnished in written, oral, or diagram form and to solve problems involving several variables.
• Ability to stand, walk, stoop, kneel, crouch, and climb as well as manipulate (lift, carry, move) up to 50 pounds.
• Requires good hand-eye coordination, arm-hand-finger dexterity with the ability to grasp, and visual acuity to use a keyboard and operate necessary equipment.
• The noise level in the work environment is normally moderate.
• Environment where pets are present.

Experience, Education and/or Training:

• Bachelor’s Degree is required, preferably in in Business Administration, Technology, or Data Science. Master’s Degree is preferred.
• 10+ years’ experience in IT, with at least 5 years’ experience in ServiceNow Product Management and Business Analysis.  
• Expertise in ServiceNow modules, platform architecture, and governance.
• Experience leading large-scale digital product implementations in global enterprises.
• Strong understanding of Agile/Scrum methodologies and product lifecycle management.
• Preferred:
  • Global digital product and innovation management experience, with proven success in delivering scalable and high-impact solutions
  • Data and customer experience analysis
  • Cross-functional process management experience
• Previous healthcare/veterinary experience is preferred

Salary: $118,796 - $178,193

What We Offer – The Good Stuff:

• Competitive salary with paid time off & holidays so you can spend time with the people you love.
• Medical, dental, and vision insurance for you and your loved ones.
• Fertility and family-building assistance.
• Paid Parental leave.
• Practice Paid Basic Life Insurance.
• Practice Paid Short- and Long-Term Disability.
• Competitive referral program – join our team, bring your friends, and get paid.
• Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match.
• Commuter Benefits.
• Legal Plan.
• Health Savings Account & Flexible Spending Account.
• Mental health support and resources.
• Paid Volunteering.
• Optimum Wellness Plans® for up to three pets.
• Continuing Education allowance & MED hours for eligible positions.
• Student Debt Relief (for full-time DVMs).
• A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.