Servicenow Product Owner

ITSM Service Operations Product Owner

The Global Technology Service Management function is a new team chartered with designing, implementing and managing next generation Service Management policies, processes and solutions. Our mission is to ensure the appropriate controls and capabilities are in place to enable the delivery of stable, resilient, and available technology services to our customers and employees.

Position Summary: The ITSM Service Operations Product Owner manages and delivers against the IT Service Management product roadmap, prioritizes stories and epics, and ensures delivery of key outcomes. They perform stakeholder analysis and collaborate to understand their business processes to facilitate gathering requirements and product design. The Service Operations Product Owner is responsible for delivery of a best in class Incident, Major Incident, and Problem management product for Bank of America.

Job Responsibilities:

• Develop and maintain knowledge of ServiceNow modules, including ITSM and ITOM
• Collaborates with the Head of ITSM product management to develop product strategy, objectives and key results
• Design and implement Incident, Major Incident, and Problem workflows, business rules, controls, reporting and other required features to satisfy process requirements
• Conduct stakeholder and user analysis to understand needs and key opportunities to inform feature prioritization on an on-going basis
• Maintain a tight partnership with Observability product owners to ensure roadmap alignment
• Maintains a product roadmap to deliver against objectives and key results
• Conducts continuous planning and design to ensure a robust and high-quality product backlog
• Evaluates and prioritizes demand and decomposes into deliverable features
• Collaborate closely with engineering leads and architects on product design and implementation strategies
• Facilitate product design workshops with key stakeholders
• Documents high quality epics, features and stories to maintain the product backlog
• Lead and participate in key product planning and agile delivery routines
• Collaborate with scrum master to remove delivery blockers and increase delivery velocity
• Validate developed features meeting acceptance criteria
• Maintain evidence required for change and release management for product implementations
• Evaluate impact and drive user adoption of new product features