ITSM Product Owner
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Job Location:
Dearborn, MI - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
We are the movers of the world and the makers of the future. We get up every day roll up our sleeves and build a better world -- together. At Ford were all a part of something bigger than ourselves. Are you ready to change the way the world moves
Enterprise Technology plays a critical part in shaping the future of mobility. If youre looking for the chance to leverage advanced technology to redefine the transportation landscape enhance the customer experience and improve peoples lives this is the opportunity for you. Join us and challenge your IT expertise and analytical skills to help create vehicles that are as smart as you are.
Responsibilities
1. Vision & Strategy
Define the ITSM product vision aligned to organizational IT strategy and ServiceNow roadmap.
Prioritize business value and ensure alignment with ITIL best practices.
Continuously refine and communicate the product vision to stakeholders development teams and leadership.
Is empowered to initiate and approve necessary process changes that enhance the ITSM solution and its value delivery through the ServiceNow platform
2. Stakeholder Engagement
Act as the primary liaison between business stakeholders IT teams and ServiceNow platform teams.
Facilitate requirements gathering sessions with process owners (Incident Problem Change Request Knowledge CMDB etc.).
Balance conflicting priorities across different business units.
Drive consensus on minimum viable product (MVP) features.
Onboarding apps to ITSM
3. Backlog Ownership
Create prioritize and manage the ITSM product backlog in ServiceNow.
Break down high-level requirements into user stories with clear acceptance criteria. Reviews user stories for accurate definition and comprehensive acceptance criteria.
Ensure backlog items are ready for development (well-defined estimated and testable).
Continuously groom the backlog to keep it relevant and aligned to business needs.
4. Release & Sprint Management
Participate in Agile ceremonies (planning refinement sprint review retrospectives).
Approve stories for development and sign off upon completion.
Coordinates closely with process owners and development teams on development status including environment deployments changes and testing/UAT requirements.
Monitor and track progress against roadmap deliverables.
Participates in and provides final sign-off for User Acceptance Testing (UAT) to ensure implemented solutions meet business requirements and process integrity.
5. Governance & Compliance
Ensure ITSM configurations follow ServiceNow best practices to maintain upgradability.
Align process design with ITIL/ITSM frameworks.
Partner with governance teams to enforce change control security and data integrity standards.
Collaborates with process owners to ensure ServiceNow configurations and product documentation accurately reflect and support defined ITSM processes and procedures.
Ensures consistent execution of ITSM processes across the organization
6. Continuous Improvement
Monitor KPIs and metrics (MTTR first call resolution SLA compliance etc.) to measure ITSM performance.
Drive iterative improvements and process optimization.
Stay current on ServiceNow releases and features to identify enhancement opportunities.
Proactively evaluates requests and changes for broader efficiencies and organizational applicability across the ITSM landscape.
Ensures the Virtual Agent continuously provides value by enhancing topics logic and workflows to improve automation and reduce human intervention.
Drives automation of workflows for onboarding monitoring and other ITSM processes to enhance efficiency and reduce manual effort.
Champions Automated Test Framework (ATF) as a core strategy to improve the quality and reliability of the ITSM module.
7. Risk & Issue Management
Identify and escalate delivery risks or blockers.
Maintain open communication with leadership on dependencies and issues.
Ensure user adoption and change management strategies are in place.
Deliverables: ITSM Product Owner:
Product vision & roadmap
Prioritized product backlog
User stories with acceptance criteria
Sprint and release plans
KPI dashboards and reports
Qualifications
Required Skills:
- Bachelors degree in Business Computer Science Product Management or similar.
- 5 years of experience working in Product Management.
- Proven experience in leading and managing an organization of junior resources.
- Proven track record in leading large global software & product teams.
- Experience with software including JIRA ServiceNow and other products used within the Ford ecosystem to deliver exceptional employee experiences for our employees.
- Ability to work effectively with many diverse cross-functional teams and manage multiple priorities.
- Establish and maintain relationships with Product Managers across all scrum teams to evaluate and manage dependencies.
Desired Skills:
- Product Certifications a plus
- ServiceNow Platform experience a plus
- Familiarity and experience working with Scrum Kanban and/or relevant agile methodologies
- Proven track record of identifying and deploying process improvements to improve employee efficiency & productivity
- Devise and design solutions using data driven insights and drive them through completion to address user needs
You may not check every box or your experience may look a little different from what weve outlined but if you think you can bring value to Ford Motor Company we encourage you to apply!
As an established global company we offer the benefit of choice. You can choose what your Ford future will look like: will your story span the globe or keep you close to home Will your career be a deep dive into what you love or a series of new teams and new skills Will you be a leader a changemaker a technical expert a culture builderor all of the above No matter what you choose we offer a work life that works for you including:
Immediate medical dental vision and prescription drug coverage
Flexible family care days paid parental leave new parent ramp-up programs subsidized back-up child care and more
Family building benefits including adoption and surrogacy expense reimbursement fertility treatments and more
Vehicle discount program for employees and family members and management leases
Tuition assistance
Established and active employee resource groups
Paid time off for individual and team community service
A generous schedule of paid holidays including the week between Christmas and New Years Day
Paid time off and the option to purchase additional vacation time.
For more information on salary and benefits click here: position is a range of salary grades LL6 .
Visa sponsorship is not available for this position.
Candidates for positions with Ford Motor Company must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race religion color age sex national origin sexual orientation gender identity disability status or protected veteran the United States if you need a reasonable accommodation for the online application process due to a disability please call 1-.
This position is hybrid. Candidates who are in commuting distance to a Ford hub location may be required to be onsite four or more days per week. #LI-Hybrid
Key Skills
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About Company
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