Product Owner (ServiceNow)

Hybrid-M-W in office TH FRI remote-must be local

Service Center Product Owner not like typical Product Owner

Service Center experience

ServiceNow preferred

Genesis Cloud experience helpful

Needs great communications-will be connecting with different areas within service center-not just one team

Some teams are agile some waterfall-need experience with both

Product Owner

Hybrid in Grand Rapids MI

Location: Local to work Hybrid Onsite. Strong possibility or CTH for the right fit.

Position Overview: We are seeking a highly motivated and experienced Product Owner for our IT Service Center. The ideal candidate will be responsible for defining and prioritizing the product backlog managing stakeholder relationships and ensuring the successful delivery of Technology Service Center initiatives. This role requires a strong understanding of Service Center or similar operations IT service management agile methodologies and excellent communication skills.

Key Responsibilities:

1. Define and Prioritize Product Backlog: Create and maintain the product backlog for Service Center operations ensuring it is prioritized based on business value and stakeholder needs.

2. Stakeholder Management: Act as the primary liaison between stakeholders and the Service Center team ensuring that stakeholder requirements are understood and incorporated into the service delivery process.

3. Vision and Strategy: Collaborate on development of and communicate the vision and strategy for the Service Center aligning it with overall business goals and objectives.

4. Service Improvement: Identify opportunities for continuous improvement in Service Center operations and implement changes to enhance service quality and efficiency.

5. User Story Development: Write and refine user stories related to IT service management ensuring they are clear concise and actionable for the Service Center team.

6. Sprint Planning and Review: Participate in sprint planning and review meetings providing guidance and feedback to the Service Center team to ensure that services are evolving in the right direction.

7. Performance Monitoring: Monitor the performance of Service Center operations using metrics and feedback to make data-driven decisions for continuous improvement.

8. Collaboration with the Team: Work closely with the Service Center team to ensure that services are being delivered according to the defined requirements and timelines.

Management: Identify and mitigate risks that could impact the successful delivery of Technology services.

Required Qualifications:

1. Educational Background: Bachelors degree in business administration computer science information technology or a related field. A masters degree or relevant certifications (such as ITIL Certified Scrum Product Owner SAFe Framework) can be advantageous.

2. Experience: Several years of experience in IT service management product management project management or a related role. Experience in managing Service Center operations or similar initiatives is highly desirable.

3. Technical Knowledge: Strong understanding of IT service management frameworks (such as ITIL) software development lifecycle and agile methodologies. Familiarity with tools and platforms like ServiceNow ServiceNow SAFe module and Genesys Cloud is highly desirable.

4. Analytical Skills: Ability to analyze data identify trends and make data-driven decisions. Strong problem-solving skills are necessary to address any issues that arise during service delivery.

5. Communication Skills: Excellent verbal and written communication skills to effectively collaborate with stakeholders Technology teams and other departments. Ability to convey complex ideas in a clear and concise manner.

6. Leadership and Collaboration: Strong leadership skills to guide and motivate the Service Center team. Ability to work collaboratively with cross-functional teams and manage stakeholder expectations.

7. Customer Focus: Deep understanding of customer needs and ability to translate those needs into actionable service requirements. Commitment to delivering high-quality Technology services that meet or exceed customer expectations.

8. Adaptability: Ability to adapt to changing priorities and work in a fast-paced environment. Problem-solving mindset and ability to work independently.