Service Now CSM Technical Product Owner

Location: Sofia, Sofia City Province, bg

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 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 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 CSM Technical Product Owner, you will maximize the value of the CSM platform and ensuring it delivers measurable outcomes, operational efficiency, and outstanding client experiences.

• You will maintain the 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 CSM capabilities and best practices.

• Be the technical escalation point for complex 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.

• You will ensure the Customer Service Management platform delivers intuitive and seamless user experiences.

• Build relationships with business leaders, technical teams, service owners, and operational partners.

Qualifications

What We're Looking For:

• 3+ years of experience as a Product Owner, Technical Product Owner, Platform Owner, or Product Manager.

• Hands-on experience with Customer Service Management.

• Technical troubleshooting experience

• 1+ years of experience working within Agile delivery frameworks and leading backlog management activities.

• Experience improving customer and client experiences.

We consider it an advantage if you also have:

• qualification ( Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) for CSM)

• Experience with ITSM, ITOM, Service Portal, Flow Designer, IntegrationHub, or related modules.

Additional Information

What you will get:

• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials and books.

• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.

• Social benefit package including life insurance, food vouchers, additional health insurance, monthly flex allowance and internet coverage, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many other benefits!

• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.

• Opportunity for Flexible working hours and Home Office.

Our uniqueness is that we celebrate yours. Experian's culture is people-first, inclusive, and purpose-driven. It is also multi-award-winning. Having been recognized as one of the World's Best Workplaces™ 2025, it was listed in Fortune's Global Top 25. Additionally, it is a Great Place To Work™ in 26 countries, to name a few. Check out Experian Life on social or explore our Careers Site to understand why.

Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Recruitment Fraud Awareness - Experian's recruitment process is conducted only through authorised channels. Recruitment communications will only be sent from an @experian.com email address. Experian will never ask candidates to make any payment as part of an application, interview, assessment, onboarding, or recruitment process. To apply for roles or verify opportunities, please visit experian.com/careers.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here