Sr. Product Owner Corporate Applications

Job Description Title: Senior Product Owner - Corporate Technology

Job Information

Reports to: Manager Technology Services - Corporate Technology

Location: Shelton CT

Department / Sub-Department: IT/Corporate Technology

Position Summary

Owns the backlog for Subways Enterprise and Corporate Applications portfolio supporting Legal Human Resources Accounting Finance and related corporate functions while providing senior technical leadership over its end-to-end Application Management Services (AMS). Accountable for sprint planning application support maintenance enhancements implementations troubleshooting security change management and end-user setup across SaaS COTS and custom-built systems and integrations. Partners with business relationship managers business stakeholders and the Managed Service Provider (MSP) to ensure service levels are met incidents and problems are resolved to root cause and the production environment is protected through disciplined Incident Problem and Change Management in ServiceNow. Prioritizes based on business value measures outcomes and translates business needs into prioritized enhancements and contributes to a maintainable Corporate Applications roadmap. This position will be heavily geared toward supporting the Legal applications including Contract Lifecycle Management (CLM) eSignature platforms cookie governance data privacy document content management and matter management; but exposure in other Corporate functions (HR Finance Accounting Procurement) is desirable.

Essential Functions

• Provides complex professional work in end-to-end application support maintenance and administration for the Enterprise / Corporate Applications portfolio (Legal HR Accounting Finance) including break/fix minor enhancements patching development upgrades security and end-user setup ensuring customer satisfaction throughout the application service delivery lifecycle. Performs ongoing administration configuration and environment controls for enterprise SaaS and hybrid applications including system modifications business process management condition rules and calculated fields to align functionality with evolving business needs. Designs configures and maintains user access controls and organizational security roles and performs ad hoc audits of system roles master data and access logs to ensure compliance with internal controls data privacy regulations and audit requirements.

• Directs Incident Requests Problem and Change Management using ServiceNow; performs prioritization workload management root cause analysis and complex technical troubleshooting to resolve issues within established service levels (SLAs) and ensures problems have corrective action plans that prevent repeat occurrences while tracking recurring system issues and maintaining a central knowledge repository of known errors and resolutions.

• Provides oversight and strategic direction to the Managed Service Provider (MSP) and coordinates effectively with Client Services to deliver second-level support and manage the support and maintenance of critical business applications across hybrid on-premise and cloud landscapes. manages the vendor relationship and contract-performance strategy for external SaaS vendors and systems integrators: holds software partners accountable to contractual requirements and SLA commitments escalates and resolves systemic vendor performance issues and translates resolution status into clear updates for senior leadership. manages SaaS governance data licensing usage and application rationalization via the SaaS management platform and provides input to contract renewals.

• Partners with Subject Matter Experts (SMES)functional analysts and business owners across Finance Human Resources Procurement Legal and other functions to ensure satisfaction with current service levels and functionality; creates prioritizes and accepts user stories and incorporates them into release planning.

• Conducts discovery sessions facilitates as-is and to-be workflow mapping and performs needs analysis with internal stakeholders; validates opportunities and solutions; prioritizes features and enhancements based on business value dependencies obstacles and risk balancing business requests technical debt and security requirements; measures outcomes through KPIs adoption and benefit realization; and produces reporting and data analysis that manages the roadmap while maintaining accurate always-current visibility into application health licensing and identity risk across the portfolio for IT leadership.

• Plans coordinates directs and delivers small projects enhancements upgrades and implementations to core business systems; serves as technical lead across in-house and vendor-delivered efforts; and rigorously validates all change-management requirements to protect the production environment. Partners with QE/QA testing resources to executes comprehensive testing plans (unit integration system regression and user acceptance testing) for scheduled software updates vendor patches and custom deployments and validates rollback and fallback plans to safeguard production. Sets and governs the standard for post-deployment hypercare and the structured transition of applications from project delivery into operational support Ensures delivered solutions meet accessibility compliance and quality standards.

• Analyzes the current system environment using technical tools and utilities performs complex product customization and develops implementation and verification procedures to ensure successful installation and integration of systems hardware/software across the application landscape. Evaluates new technologies and digital capabilities for potential adoption across the portfolio and manages product lifecycle decisions from definition and planning through production release and retirement (end-of-life).

• Authors and maintains comprehensive technical documentation reference materials standard operating procedures and training curricula; conducts instructor-led classes and 1:1 coaching to drive technology adoption and user proficiency; and serves as the definitive subject matter expert for application structures keeping configuration layout maps rulesets and workflow guidelines fully updated.

This role is the senior working-lead level Product Owner. As a senior individual contributor the position manages the backlog prioritization framework; provides technical leadership and mentorship across a large portfolio of applications systems integrations and services; sets the standard for support quality and the hyper care-to-operations transition; directs and coordinates the work of managed-service partners; and serves as the escalation point for the most complex application issues without direct people-management responsibility. This role is distinguished from the mid-level Product Owner in that the latter executes and delivers within the roadmap and manages delivery-level artifacts under established guidelines.

Skills and Abilities Required

• Deep knowledge and hands-on experience in end-to-end application and systems support including assessment design configuration testing deployment patching and security administration across a variety of application architectures and landscapes (SaaS COTS and custom-built) and across hybrid On-Premise and Cloud environments ensuring seamless integration and issue resolution across platforms.

• Understanding of software development and delivery lifecycles (Agile Scrum Waterfall Iterative) and of ITIL v4 principles Agile/DevOps operating models and experience transitioning traditional support models into automated continuous-delivery frameworks and quality assurance framework execution.

• Must be self-sufficient highly self-reliant self-starting highly comfortable working both as a member of a team and independently.

• Strong documentation habits and strong communication skills both written and verbal with the ability to clearly and effectively communicate with technical and non-technical audiences at all levels of the organization.

• Proven ability to translate business requirements into technical specifications manage and prioritize a backlog and drive projects and enhancements through to completion.

• Comfort using AI tools such as Claude Gemini or Microsoft Copilot to improve productivity in day-to-day support documentation and analysis work.

• Experience working with offshore and onshore development teams in Agile and Scrum methodologies using industry-standard tools (e.g. JIRA TFS ADO SNOW etc.)

• Proven proficiency with ServiceNow for executing and tracking ITIL processes (Incident Problem and Change Management); hands-on ITSM experience required with the ability to resolve issues within established service levels and validate change-management requirements that protect the production environment.

• Passion for working in the QSR / Retail / CPG industry and staying current with technology trends.

Bachelors degree required in Information Technology Computer Science Computer Information Systems/Management Information Systems (CIS/MIS) Business Administration or equivalent combination of schooling and experience.

Other certifications: Certified Scrum Product Owner (CSPO) SAFe Product Owner/Product Manager (POPM) Certified Business Analysis Professional (CBAP) Project Management Professional (PMP) ITIL/IT Service Management (ITSM) Certified Scrum Master (CSM) and/or relevant certifications preferred

Ten (10) years or more of full-time professional-level work in the support administration implementation or development of enterprise business applications including hands-on Application Management Services (AMS) delivery ServiceNow-based ITSM and product ownership or business analysis responsibilities.

Is employee required to travel for business Yes less than 10%

Required Experience:

Senior IC