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Product Manager Catalog
3 months ago
Product Manager Catalog & Knowledge
Responsibilities:
- Drive the ITSM strategy and best practices related to Technology & Data Catalog, Service Request workflow and Knowledge Management.
- Champion Service Desk strategy of chatbot, and chat-first, through management of a clean, robust Technology & Data knowledge base.
- Define best practices and the governance framework, including metrics for performance of Technology & Data teams.
- Hold stakeholders accountable for their performance.
- Partner with ServiceNow platform stakeholders outside of Technology & Data (e.g. HR, Procurement, Finance) to deliver a best-in-class user experience via ServiceNows Employee Center.
- Represent Technology and Data interests with regards to shared Portal (Employee Center).
- Oversight and governance for the portfolio of technology services and offerings provided by the Tech & Data organization, including the process used by Product Owners to manage products and services throughout their lifecycle.
- Advocate for end-user experience across ITSM products, with emphasis on the IT Catalog and Portal.
Qualifications:
Education:
- B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).
Experience and Skills:
Required:
- At least 8 years of relevant technology experience.
- Relevant experience managing internal-facing product catalog and/or knowledge base.
- Experience working in and leading Product, Agile and Scrum teams.
- Proven knowledge and understanding of IT Service Management and ServiceNow.
- Strong analytical skills and demonstrated experience delivering process improvement resulting in measured business value.
- Demonstrated experience utilizing technology and automation to achieve ITSM outcomes.
- Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.
- Experience working in a global organization and/or in an organization with complex networks of stakeholders and business partners.
Preferred:
- Hands on experience developing and driving digital capabilities.
- Experience managing or governing portfolios of technology products and/or services.
- Experience focused on measuring, quantifying, and improving user experience.
- Understanding of web analytics for usage and trends.
- Experience with and understanding of design thinking principles and UX design.
- Experience working with data, analytics, and visualization tools (e.g., Performance Analytics, Tableau, PowerBI).
- Experience working with automation and AI tools to achieve ITSM outcomes.
