Product Specialist

About the role

We are seeking a Product Specialist to join the Enterprise Solutions team as a dedicated product resource for OneOncology's ServiceNow platform. This hands-on, growth-oriented role combines technical capabilities with product management responsibilities, supporting day-to-day platform operations while leadership sets overall strategy.

The ideal candidate will have strong technical aptitude, business acumen, and communication skills, with opportunities to grow into broader product ownership. Responsibilities include troubleshooting platform issues, performing basic configuration and light scripting, and collaborating with developers and external delivery partners to support platform enhancements.

Prior ServiceNow experience is preferred but not required, as training will be provided.

From a product perspective, this role will translate business needs into clear development stories and acceptance criteria, manage and prioritize a shared delivery queue across stakeholders in IT, clinical, legal, and practice operations, and maintain documentation, release notes, and stakeholder communications. The Product Specialist will also leverage AI and large language models in daily workflows to improve efficiency, streamline documentation, and support agile delivery.

Responsibilities

• Own the day-to-day operation of the ServiceNow platform, keeping work moving across a single prioritized delivery queue that spans stakeholder groups in IT, clinical, legal, and practice operations.
• Translate business needs into clear, well-formed development stories, acceptance criteria, and workflow recommendations that developers can build from.
• Get into the platform to troubleshoot issues, perform basic configuration changes, and handle light scripting where needed.
• Partner with internal developers and the delivery partner to refine, sequence, and validate work within two-week sprints.
• Support and coordinate testing, UAT, and issue triage, owning resolution end to end where appropriate.
• Use AI and large language models as a daily tool to accelerate delivery, draft and maintain documentation, generate release notes, and improve story quality, helping the team stay lean and agile.
• Build and maintain platform documentation, release notes, and stakeholder communication.
• Serve as a liaison for technical issues and enhancement requests across stakeholder groups, setting expectations clearly and keeping everyone aligned.
• Support backlog refinement and prioritization, making trade-offs transparent to stakeholders.
• Identify opportunities to improve workflows, reduce manual effort, and expand platform capability.
• Support change management, release governance, and CAB discipline consistent with platform compliance requirements.
• Learn the business deeply and grow platform and product skills over time toward broader product ownership.
• Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.

Qualifications

Required

• 1-3 years in product support, business analysis, implementation, systems analysis, or a related technical role.
• Strong product and analytical instincts, with the ability to translate ambiguous business needs into clear stories, acceptance criteria, and requirements.
• Enough technical literacy to get into a platform, troubleshoot, perform basic configuration, and do light scripting; a technical background is preferred.
• Comfort using AI and large language models as everyday working tools to accelerate documentation, writing, and delivery.
• Excellent written and verbal communication and strong stakeholder management skills.
• Highly organized, self-directed, and able to own a platform's day-to-day with minimal oversight.
• Strong learning ability and the drive to grow into broader product ownership over time.
• High school diploma or GED.

Preferred

• Bachelor's degree or equivalent experience.
• ServiceNow platform experience (admin, configuration, or product support) is a strong plus but not required.
• Familiarity with Agile delivery, user stories, and backlog management.
• Exposure to healthcare or other regulated or multi-entity environments.
• Experience with change management, release governance, or IT compliance concepts.

Essential Competencies

• Communication with technical and non-technical audiences.
• Organization and the ability to manage competing priorities.
• Analytical thinking and business process analysis.
• Agile fundamentals.
• Stakeholder support and relationship building.
• Technical troubleshooting and platform fluency.
• Fluent, responsible use of AI and LLM tools.
• Learning agility and growth orientation.
• Attendance is an essential job function.

Additional information

This job description does not contain a full listing of activities, duties or responsibilities required of this role. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.