ITSM Product Manager

4 tygodni temu

Gdańsk, Pomerania, Polska TN Poland Pełny etat

Servicing as a strategic business partner across IT and other functional units is our core objective.

We leverage data, tools, technologies, products, and services to provide customers with high-quality solutions guided by integrity and objectivity.

Our Operations Team identifies trends in performance data related to IT Operations and proposes innovative solutions/services to IT leadership and business stakeholders.

Key Responsibilities:

  • Designing and implementing the Common Service Data Model (CSDM) framework and Configuration Management Database (CMDB) solutions.
  • Collaborating with stakeholders to understand their requirements and translate them into technical specifications for CSDM/CMDB implementation.
  • Developing and maintaining CSDM/CMDB policies, processes, and procedures to enable efficient management of IT infrastructure, applications, and services.
  • Providing guidance and support to the IT team on CSDM/CMDB-related issues and inquiries.
  • Continuously evaluating and improving CSDM/CMDB processes to optimize IT service management and enable effective decision-making.

Requirements:

  • Proven experience as a team leader with demonstrated abilities.
  • Extensive product knowledge for all ServiceNow ITSM products, including Incident Management, Change Management, Problem Management, Service Level Management, Knowledge Management, and Continual Improvement Management.
  • Senior-level communications and engagement experience, negotiation skills, and the ability to communicate with impact and confidence.
  • Experience in driving service maturity efforts, promoting value, stakeholder management, driving adoption and onboarding, and implementing service and process enhancements.
  • Supporting stakeholders and customers through product releases and platform upgrades.
  • Developing and sustaining effective business relationships skills at all levels of the firm and across territories.
  • Aligning with product support, including knowledge sharing and maturation of product support model.
  • Collaborating with external partners, third-party suppliers, and internal teams as needed.
  • Driving alignment to established technology standards, practices, and processes.
  • Driving continuous improvement and identifying best practices methodologies.
  • Experience with ServiceNow Platform Implementation.
  • Resolving conflicts constructively.
  • Using analytics tools to identify opportunities to improve service performance and customer experience.

Benefits:

  • Work flexibility: hybrid working model, flexible start of the day, workation, sabbatical leave.
  • Development and upskilling: full support during onboarding process, mentoring from experienced colleagues, training sessions, workshops, certification co-financed by us, and conversations with native speakers.
  • Medical and wellbeing program: medical care package, mindfulness, psychological support, education through dedicated webinars and workshops, financial and legal counseling.
  • Possibility to create your individual benefits package.
  • Additional paid Birthday Day off.
  • Recommendation of friends to work with us when enjoying our company culture.

Recruitment Process:

  • Apply,
  • Talk to our Recruiter on a short HR screening call,
  • Get to know each other better during an interview with the recruiter and hiring manager.

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