Job
Description
Key Responsibilities : Product Strategy and Vision • Develop and maintain a comprehensive product strategy for HRSD and CSM within the ServiceNow platform. • Collaborate with key stakeholders to define product vision, goals, and roadmap, ensuring alignment with business objectives and ITSM best practices. • Continuously analyze market trends, industry standards, and customer feedback to identify opportunities for product enhancements and innovation. Stakeholder Collaboration • Engage with cross-functional teams, including IT, operations, and business units, to gather requirements and prioritize product features. • Act as the primary point of contact between stakeholders and the development team, ensuring clear communication and alignment on product goals and deliverables. • Facilitate regular stakeholder meetings, product demos, and status updates to provide transparency and gather feedback. • Work independently as a thoughtful leader and drive initiatives with business or process stakeholders. • Closely work with client IT leadership on overall ServiceNow platform roadmap as it relates to HRSD and CSM capabilities in ServiceNow Product Development and Implementation • Lead the product development lifecycle, from ideation to deployment, ensuring high-quality and timely delivery of change and release management features. • Work closely with the development team to create and refine user stories, acceptance criteria, and technical specifications. • Oversee the configuration, customization, and integration of ServiceNow HRSD and CSM modules. • Conduct user acceptance testing (UAT) and coordinate with stakeholders to validate and approve product releases. Process Improvement and Optimization • Identify and implement process improvements to enhance the efficiency and effectiveness of change and release management workflows. • Develop and maintain documentation, including process flows, user guides, and training materials, to support end-users and stakeholders. • Monitor key performance indicators (KPIs) and metrics to measure the success and impact of change and release management initiatives. Governance and Compliance • Ensure compliance with organizational policies, industry regulations, and ITSM best practices in all change and release management activities. • Establish and enforce governance frameworks to manage risks and ensure the integrity and stability of IT environments. • Establish a ServiceNow module-level governance to control any customization or additional enhancements. • Conduct regular audits and reviews to assess adherence to change and release management processes and identify areas for improvement. Qualifications Educational Background • Bachelors degree in information technology, Computer Science, Business Administration, or a related field. • Relevant certifications, such as ITIL and ServiceNow Certified Implementation Specialist, are highly desirable. Professional Experience • 13+ years in ServiceNow and related Tools with min of 8 years exp in ServiceNow. • Proven experience in product ownership or product management within the ServiceNow platform. • Strong knowledge of ITIL framework and best practices. Technical Skills • Proficiency in ServiceNow HRSD and CSM configuration, customization, and integration. • Experience with agile development methodologies and tools, such as Scrum or Kanban. • Ability to analyze complex technical requirements and translate them into actionable user stories and specifications. Soft Skills • Excellent communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. • Strong analytical and problem-solving skills, with a keen attention to detail. • Proven ability to work independently and as part of a collaborative team. • Highly organized and able to manage multiple priorities in a fast-paced environment.
