Job Description

On-Demand Group is currently seeking for a Product Owner for a 6-month contract engagement.

Title: Product Owner - ITSM and ServiceNow

Location: Hybrid

Duration: 6-month contract

Job Description:

The Product Owner is part of a team responsible for managing and supporting IT Service Management and the entire ServiceNow product offering. This role involves facilitating decisions that determine the outcome of ServiceNow. This Product Owner works in close partnership with business stakeholders, product managers, other product owners, vendors, developers, and product administrators in support of current, and new, applications and processes. The Product Owner also assists in the stability and health of products in their scope of responsibility. They are expected to quickly become a subject matter expert in their respective application(s) and work in partnership with cross-functional teams to help inform product roadmaps, deliverables, and provide clear user stories and guidance to Product Development teams.

ESSENTIAL FUNCTIONS

· Responsible for completing specific tasks within their respective application(s).

· Conduct research and provides input into delivery roadmaps for their respective application(s)

including analysis and understanding of entire product backlog.

· Serve as a dedicated partner in product and solution delivery, developing close relationships with

business stakeholders, product managers, and third partner vendors to understand challenges and

needs to distill into functional requirements and inform business cases for large projects and initiatives.

· Translate functional requirements into detailed and focused user stories with proper acceptance

criterium, definition of ready, definition of done, and all available supporting documentation and

information necessary for successful development of solutions.

· Organize disparate information from multiple sources, analyze, and refine through stakeholder follow-

up to ensure the problem is understood correctly, and provide potential approaches to the

development of solutions needed.

· Partner closely with the software development team to build the product, set timelines, and evaluate

developers’ work against customer/business requirements.

· Collaborate with other Product Owners and Development Lead(s) to analyze backlog, identify

incomplete tasks and/or outstanding critical bugs, and contribute to helping to understand technical

debt and product obsolescence/EOL planning.

· Deliver status updates to the stakeholders, analyze and document responses, and update the Scrum

Masters and Development Leads regularly to ensure the team building the product functions

effectively and accurately.

· Lead critical incident response for high-priority incidents.

· Leads the organizations ITIL practice in accordance with industry standards · Remain current with the latest

IT system/services/applications information, changes, and updates

· Write and review business justifications to fund projects that improve the IT Service Management and ITIL practice.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

· Bachelor’s degree or 4+ years of relevant work experience in lieu of a degree

· 5-10 years of experience with ServiceNow · 5-10 years IT Service Management experience to ITIL standards

· 2-4 years advanced development, programming, or configuring ServiceNow

· 2 years work with CMDB, Service Mapping, or Event Management

· Asset management experience · Understanding of software and application development, including contributing to their delivery roadmaps and lifecycles · Experience and clear understanding of technical details about project management, development, design, user interface, and software engineering that translates into decisions on what to develop and prioritization of user stories

· Customer-oriented with a natural curiosity to dig deeper and understand customer needs · Critical thinking skills and an ability to identify a potential or existing problem in the product, analyzing viable alternatives, and selecting the most suitable option to maximize the product development efforts

· Strong organizational skills with the ability to set clear objectives, develop a plan on how to execute, and provide detailed reports and user stories

· Effective interpersonal, verbal, and written communication skills · Self-motivated attitude and comfortable with ambiguity and change

PREFERRED SKILLS

· Travel or aviation-related experience a plus

· ITIL Certification

· Site Reliability skills

· Experience implementing or supporting OmniChannel communications platforms for VoIP, call handling, chat, virtual agent, or text

· Call center experience

· Project Management experience or certification

The projected hourly range for this position is $60 to $70.

On-Demand Group (ODG) provides employee benefits which includes healthcare, dental, and vision insurance. ODG is an equal opportunity employer that does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, disability, or any other characteristic protected by law.

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