ServiceNow Product Owner

Position Overview

We are looking for a ServiceNow Product Owner to support our Digital Transformation Journey.

In this role you will be responsible for IT Service Management (ITSM) and IT Operations Management (ITOM). You will be expected to play a lead role in the architecture and oversight of a technical team that provides day-to-day support and administration of these areas.

Responsibilities

• Support and assist with executing an IT strategy to drive adoption of ITSM and ITOM best practices.
• Foster continuous service delivery optimization and improvement.
• Build enduring relationships to foster collaboration and knowledge exchange.
• Develop and manage a roadmap for organizational excellence in the application of ITSM services, procedures, and tools.
• Promoting and championing the benefits of ITSM and ITOM processes including but not limited to: Incident, Problem, Change, Request, Enterprise Monitoring and CMDB.
• Building, publishing, and driving the utilization of the service catalog delivered from the IT Self-Service Portal.
• Developing and driving the implementation of business processes automation across the IT organization.
• Overseeing processes to ensure Service Level Agreements (SLAs) are published and met by IT teams.
• Developing performance measures and consistently reporting metrics to process stakeholders at all organizational levels.
• Providing both technical and thought leadership for integrations and development of ITSM tools while also promoting best practices.
• Mentoring service and process managers on ITSM concepts.

Desired Skills

• Demonstrated experience in ITSM.
• Extensive experience with ServiceNow™ and SolarWinds.
• Experience with ServiceNow CMDB and the CSDM framework.
• In-depth knowledge of IT Service Management (ITIL) frameworks.
• Fundamental understanding of key technologies relevant to ServiceNow implementations, including SSO, SAML, Web Services, LDAP, REST, JavaScript.
• Demonstrated ability to influence and consult (on pros, cons, and risks).
• Provide thought leadership in solving business processes and technical problems.
• Ability to analyze data findings to draw conclusions and develop actionable recommendations.
• Excellent communication skills.
• Ability to explain complex practices, processes, or procedures in clear and simple terms.
• Demonstrated experience in leading process improvement and organization change initiatives.
• Proven expertise and overall responsibility in customer service and contact center services, performance, and new generation capabilities.
• Excellent presentation, time management, and collaborating skills.
• Plans and carries out responsibilities with minimal direction.
• Ability to collaborate effectively with individuals from diverse cultural backgrounds.

Impellam Group and its brands are equal-opportunity employers committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, pregnancy or maternity, national origin, age, disability, veteran status, or any other factor determined to be unlawful under applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application, interview process, pre-employment activity, and the performance of crucial job functions.

If you require additional disability considerations, modifications, or adjustments please let us know by contacting HR-InfoImpellamNA@impellam.com or fill out this form to request accommodations.