Enterprise Service Management Product Owner
3 tygodni temu
Job Overview
The Enterprise Service Management Product Owner for Consumer, Marketing & Engagement is a leader that drives ESM agenda for Consumer, Marketing & Engagement function and serves as a functional representative into GBS Enterprise Service Management function. The role is responsible for driving ESM strategy and roadmap for CME, leading gathering the ESM requirements for CME, partnering with IT, ServiceNow and to build the ESM solutions on an ongoing basis.
This role is contributing to the consistent management of Consumer, Marketing & Engagement capability taxonomy and service catalog; designing of the best delivery model for GBS Consumer, Marketing & Engagement function and its portfolio of capabilities in partnership with CME ESM&KM Lead, CME Functional Lead, Capability teams and Global CME Transformation Lead. This role is imperative to further implementation of global capability led CME organization and to unlock efficiencies linked to that model.
ResponsibilitiesServiceNow Product Management:
Build ServiceNow product roadmap for Consumer, Marketing & Engagement (CME): lead delivery of a modular approach to ServiceNow functionality, ensure user friendly, intuitive solutions for CME business teams. Coordinate representation, maintainance, and prioritization of all CME functional requirements for implementation in ServiceNow including Service Portfolio Management, Service Modelling and workflow design, Service Catalog Management, Knowledge Management, and Service Performance Management. Manage and prioritize ongoing backlog of service related requirements and enhancements for CME function. Represent CME function perspective on the design, development and implementation of enterprise services engagement layer (SNOW Portal) and provide input into the unified employee experience design – including issue management, service catalogue, user interface, functional descriptions, taxonomy etc. Own the channel strategy for CME functional delivery including self-solve, self-service and requestable services Lead CME design for new services, request routing and workflow, resolver team composition etc.Product Management:
Co-ordinate request management process through oversee representation, maintainance, and prioritization of all CME functional requirements for implementation in Drive CME design for new services, request routing and workflow, resolver team composition etc. in , in partnership with CME IT developer Build training program for CME users of solution Oversee license management process for Maintain integration of service management systems: ServiceNow and to ensure standardization of service management practices and service reportingOther ESM Processes:
Support integrated Demand Management process for CME, in partnership with Process Excellence team Support Issue Management process for CME Drive Capacity Management process for CME: support roll out and execution of CME resource&capacity management processPeople Management:
Manage ESM Business Analysts and DevSecOps teams to ensure smooth delivery of service management solutions Act as a trusted relationship manager towards growing group of CME stakeholders in all matters related to Enterprise Service Management practices (beyond ServiceNow scope) Qualifications Experience in Enterprise Service Management practice in a GBS set-up or expertise in deployment of the IT Service Management framework Prior Shared Services/GBS experience, working in a complex and matrix organization, driving transformational efforts Experience with service management platforms within GBS organizations including design, configuration, development and implementation (ServiceNow, Strong marketing, insights, analytical and technical acumen (IT/digital savy) Understanding of business processes related to Consumer, Marketing & Engagement is preferred Exceptional communication skills Proficiency in English language Ability to build relationships in a virtual environment, work collaboratively and proactively with multi-functional teams-
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