- Product Strategy and Roadmap: Develop and maintain a comprehensive product strategy and roadmap for IT Operations Management solutions within the ServiceNow platform, aligning with business objectives and IT goals.
- Stakeholder Collaboration: Work closely with cross-functional teams, including IT operations, infrastructure, security, and service management, to gather requirements, prioritize features, and ensure alignment with business needs.
- Requirement Gathering and Analysis: Conduct detailed analysis of business and technical requirements, translating them into actionable user stories, acceptance criteria, and product features.
- Product Backlog Management: Own and prioritize the product backlog, ensuring that it reflects the most valuable features and enhancements based on input from stakeholders, market trends, and user feedback.
- Release Planning and Execution: Plan and coordinate releases of ITOM solutions within the ServiceNow platform, working closely with development teams, scrum masters, and other stakeholders to deliver high-quality releases on schedule.
- CMDB Health Governance: Develop CMDB health KPI s, drive CDMB data quality working closely with service line owners and conduct monthly governance meetings.
- Service Mapping and Modeling: Understand service modeling principles, drive application/service onboarding and act as subject matter expert.
- Continuous Improvement: Monitor key performance indicators (KPIs), gather feedback from users, and conduct regular retrospectives to identify opportunities for continuous improvement and optimization of ITOM solutions.
- Discovery: Provide direction and overall governance for Discovery working closely with Discovery team.
- Event Management: Own Event Management process. Identify opportunities for continuous improvement. Expand the scope of Event Management from tools like Logic Monitor
Requirement:
- 8+ years of experience in IT operations, with a focus on IT service management, infrastructure management, or related areas.
- 3+ years of experience as a product owner or product manager, with a track record of successfully delivering complex IT solutions.
- Strong understanding of IT operations management principles and practices, including but not limited to
Discovery CMDB Event Management CSDM Service Graph Connectors Service Mapping
- Experience working with the ServiceNow platform, particularly in the IT Operations Management (ITOM) module.
- Integrations between key applications and ServiceNow ITOM A strong understanding of IT infrastructure and data management principles.
- Excellent communication skills, with the ability to effectively engage with stakeholders at all levels of the organization.
- Strong analytical and problem-solving skills, with a focus on driving business value through technology solutions.
- Certified Scrum Product Owner (CSPO) or similar certification preferred. ITOM Certified Implementation specialist certification is preferred.
Education / Certifications
- ServiceNow Application Developer, Administration and Implementation Specialist Certification
- ITIL V4 Certification
- Any standard programming language certification
- Bachelor s Degree in Computer Science, Management of Information Systems, or related business discipline(s). Master s Degree a plus.
