Servicenow Platform Product Owner

3 weeks ago

Birmingham, United Kingdom CSI Full time

**Department**:
Services

**Reporting To**:
Head of ITSM

**Location**:
Remote Worker / Birmingham

**Working Hours**:
Full Time (37.5hrs)

**Travel Required**:
Minimal

**DBS Check Required**:
No

**Version control/date**:
12.04.2024

**Job Purpose**

As a ServiceNow Platform Product Owner, you will help build upon the tools and processes that improve both customer and CSI staff experiences, with heavy focus on platform security, reliability, efficiency, and automation.

Working with internal stakeholders, you will own the requirement to define the strategy for the platform, execute the overall product vision and strategy, and deliver experiences to enable both CSI and their clients to achieve their business objectives.

This role will build and drive high performing relationships with strategic support and development partners to ensure high quality delivery of all aspects of continual development to maintain stability, consistency, and supportability of the platform, ensuring it exhibits best of breed and demonstrates ongoing ROI.

The primary job responsibilities include:
Provide centralised Product Management Leadership to the CSI teams utilising the Platform
- Directly manage the relationship with the platform vendor
- Functionally manage both CSI and third-party resources and oversee third party engagements
- Collaborate with all CSI teams to continually improve and enhance the platform experience
- Continue growing and scaling the platform out
- Owner of the CSI ServiceNow Roadmap from a scoping and delivery perspective
- Collaboration and enablement of the rest of the ITSM team for their respective areas of ServiceNow
- Identify opportunities to utilise ServiceNow to drive efficiency with integration of other internal IT systems

**Key Accountabilities**

Create an internal communication schedule that addresses the following group and contains the required information updates:
**For all CSI ServiceNow Users - Monthly Cadence**

Bulletin letter to be created (in conjunction with Marketing) informing all CSI ServiceNow users of new features introduced, benefits of these, how to use these (work with SMEs to create any required training guides that can be linked to the bulletin letter)

**For the Exec - Monthly cadence**

Summary of key enhancements introduced for the platform
- CSI Operational benefits seen, particularly around driving efficiencies
- CSI Commercial benefits seen, evidence where possible ROI
- Customer Benefits seen
- Focus areas for the next month, with expected Operational, Commercial and Customer benefits

**For CSI Customers - Quarterly Cadence**

Similar to the monthly bulletin for internal users, and with support from Marketing, a quarterly summary of the ongoing improvements introduced to the platform, the benefits these bring to our customers and any further suggested reading/training material (linked via the portal). A summary of what the focus is for the next quarter should also be summarized.

**CSI and PoPx Service Reviews**

Own and govern monthly service reviews with the PoPx team to review all contractual deliverables, ensuring the output from each service review includes a minimum of:

- All SLA performance
- Service/Platform availability
- Summary of license volumes, cost and consumption
- Proactive enhancements implemented in reporting period
- Suggested focus areas/improvements for next reporting period
- Highlighted risks (via joint risk register)
- Review of joint action log
- Review of joint roadmap activities
- Internal owner of the CSI roadmap, minimum of quarterly review of the CSI roadmap with the PoPx team with documented priorities emerging that are both agreed and planned in by both parties. The progress of these are to be status reviewed during the monthly service meetings.
- Drive Continual Service Improvements by ensuring business processes and system level changes meet the highest standards
- Document and maintain standard operating procedures
- Define and own the training paths for ServiceNow roles, including new employees from an on-boarding experience perspective
- Provide mentoring and guidance for ServiceNow consumers, both internal and external

**Skills and Experience**:
Essential
- Minimum of three years of experience in IT management
- Knowledge in strategic solution delivery models to ensure products and/or services continue to innovate and to drive continuous improvement
- Strong experience in ITSM Applications (Asset Management, Change Management, Incident Management, Problem Management, Service Level Agreement and CMDB)
- Experience in creating advanced reports and dashboards in ServiceNow
- Strong virtual leadership skills, executing as appropriate in the areas of responsibility
- Strong oral and written communication skills, including presentation skills
- Ability to work independently and manage multiple task assignments

Desirable
- Certification in ServiceNow system administration, development and/or certified implementation specialist

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