ServiceNow Digital Product Owner – Workflow & Agentic Automation (m/f/d)

About the job

The "Enterprise Services" team belongs to the "IT Service Management" division within the IT department of the University of St.Gallen. It operates the enterprise workflow platform ServiceNow and Microsoft 365 for teaching, research, and administration. As part of the Rectorate's AI strategy, ServiceNow is becoming the platform on which AI agents securely execute administrative processes – and you will shape this development from the very beginning.

Main activities: ServiceNow Digital Product Owner (approx. 80%)

• Platform operation and further development: You administer and operate the ServiceNow platform of the HSG – from releases and upgrades to instance maintenance and permissions, as well as incident and problem management.
• Deputy role: You represent the ServiceNow Platform Owner in operational, lifecycle, and platform matters and are fully capable of acting in operations.
• Workflows & integrations: You develop and maintain workflows, forms, and integrations using Flow Designer, Integration Hub, and REST interfaces.
• Requirements management: You advise specialist departments from administration and services and translate processes from ITSM, WSD, and CSM into viable solutions.
• Quality: You ensure quality through testing, documentation, as well as release and change management.

Future focus: Agentic Automation (approx. 20%)

• Connection to the future AI gateway: You connect ServiceNow workflows to the HSG AI gateway, the central integration and control layer for AI services, and implement secure API integrations.
• Agent pilots: You participate in selected pilots where AI agents support administrative processes – together with the team developing the agents.
• AI functions of the platform: You technically evaluate the AI functions of ServiceNow and contribute your knowledge to the AI Agent Guild.
  

• ServiceNow experience: Several years of experience in administration and development of ServiceNow, including upgrades and instance maintenance.
• Technical foundation: Confident knowledge of JavaScript and Glide; certifications such as CSA or CAD are advantageous.
• Process understanding: Experience with ITSM processes, ideally also with WSD or CSM management.
• AI curiosity: You follow the development of AI agents and LLM integrations with interest. Practical experience is an advantage; willingness to learn is more important to us.
• Agile working method: Familiarity with agile frameworks (SAFe, Kanban) and willingness to work in PI plannings and iterative cycles.
• Communication skills: You communicate confidently in German (native or C1) as well as English and explain technical contexts clearly.
• Independence: You solve demanding technical issues independently; experience in a university or administrative environment is advantageous.

"A place that creates knowledge" – As one of Europe’s leading business universities, the University of St.Gallen (HSG) is committed to educating over 10,000 students and offers an attractive and innovative environment in research, teaching, continuing education, and administration to around 3,800 employees as one of the largest employers in the region."