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IT Service Management Product Owner
2 months ago
We are seeking an experienced IT Service Management Product Owner to join our team at Marmion. As a Product Owner, you will be responsible for the ownership of our management and automation platforms, including ServiceNow. Your primary focus will be on supporting the ongoing developments and enhancements to operational processes and platforms, bridging the gap between business stakeholders and technical development teams.
Key Responsibilities- Product Ownership: Own the management and automation systems, including ServiceNow, and ensure they meet the business requirements.
- Stakeholder Management: Work with internal stakeholders to define and prioritize system enhancements and requirements.
- Product Roadmap Development: Develop enhancement roadmaps and manage product backlogs, prioritizing tasks alongside business needs.
- Technical Translation: Act as a bridge between technical and non-technical departments, translating business requirements into technical terms for the appropriate teams to action.
- Operational Process Improvement: Ensure the system can support efficient operational processes and excellent customer experiences.
- Solution Analysis: Analyze proposed system changes and solutions, assess the impact on the business, propose solution recommendations, and assess/mitigate associated risks.
- Testing and Transition: Support the testing and transition of new system functionalities and processes into the business to maximize adoption and success.
- Change Management: Support change management within the business and operational teams, helping to resolve issues and communicate progress of system and process changes.
- System Architecture: Support the development of system architecture and roadmaps, articulating the strategic vision and direction of future functionality and capabilities.
- Process Design: Deliver business process designs, in support of the business strategy and portfolio, which optimize the customer experience and minimize failure and costs/impacts.
- Experience: 5+ years' experience in a similar role is essential.
- ServiceNow Experience: 2+ years' experience with ServiceNow, preferably in CSM, ITSM, ITBM, and/or FSM.
- IT Managed Service Provider (MSP) Experience: Previous experience in an IT MSP or VAR is highly desired.
- Agile Methodologies: Knowledge and experience of Agile system development methodologies.
- ITIL Aligned Service Management: Understanding of ITIL aligned Service Management processes and how ITSM platforms can support the effective delivery of these.
- Commercial Acumen: Professionally strategic, collaborative, and influential approach to work, with commercially astute skills to identify and prioritize revenue-generating opportunities.
