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ServiceNow Product Owner
2 months ago
As the Servicenow Product Owner, you will be responsible for the governance and oversight of the ServiceNow platform which is supported within a Managed Service (MSA) support model. You will create and manage the platform and/or product vision, strategy, and roadmap, working with all stakeholders to ensure that their needs and demands are a part of the prioritization process. You will work cross functionally as a part of the 'discovery' team to flush out concepts, create features, groom the 'master' backlog, and developing success and acceptance criteria for Pod stories. This role will also be responsible for maintaining the Pod budget.
Primary responsibilities include
- Oversee execution and delivery to ensure the supplier is operating within the constraints of the statement of work (SOW) and meeting or exceeding service level agreements (SLAs)
- Aligns delivery with engineering, Agile and Sourcing Office practices as they evolve
- Serves as the single point of contact and escalation point for all aspects of the platform within scope of the managed service agreement (MSA)
- Ensure strong financial governance as it relates to monthly invoicing licensing costs
- Assess MSA Story Point consumption by vendor. Hold vendor accountable for Story Point estimates and burn.
- Perform Product Owner Role for the ServiceNow Platform POD and collaborate with Management to support Production Owner responsibilities.
- Improve processes to audit the data the supplier provides on a bi-annual basis
- Partner with Strategic Sourcing Office & Lines of Business across the Enterprise to understand and incorporate best practices into BI managed service agreements
- Assist Centralized Onboarding Group as it relates to hardware, software, and application access requests
- Demonstrates a personal commitment to learning and expanding technical and business knowledge
- 6+ Years of experience providing leadership and direction for ServiceNow and/or other ITSM systems
- Has working knowledge of all programming disciplines and an understanding of the business that the assigned systems are supporting.
- Has conceptual knowledge of ServiceNow and varying technologies and the ability to make decisions based on that knowledge.
- Has thorough understanding of staff responsibilities, abilities and development needs.
- Able to develop business partnerships and influence business priorities through solution identification aligned with business objectives and goals.
- Ability to create an atmosphere where business partner's issues are dealt with professionally, and in a timely manner.
- Communicates openly and effectively in a manner consistent with the audience.
- Maintains effective partnerships across the organization and is able to influence senior management, peers and subordinates through an inclusive style and recognition of their abilities and knowledge.
- Balances team and individual responsibilities.
- Identifies those unit tasks that are most important and maintains a clear sense of priorities and the larger picture.
- Anticipates and effectively responds to changes in workload and resources.
- Is able to influence management, peers and subordinates through an inclusive style and recognition of their abilities and knowledge.
- Knowledge of Agile methodology and ability to apply them to projects of moderate complexity.
- Completes SOX certifications for all applications
- Manages Field Glass Statement of Work for all engagements
- Ensures approval is received for production data updates
- Ensures approval of Tech Currency exceptions and communication of exceptions and timeline with Value Stream Partners
- Vets and assists MSA Team gain various approvals, ex. Hard Freeze, emergency changes
- Proactively manages lifecycle changes of all applications
- In coordination with GSO and stakeholders provides monthly vendor performance feedback
- Bachelor's degree in a related field preferred.
- 6 years of technology or business related experience preferred.
- 1 year of experience managing others preferred.
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About Us
Equal Employment Opportunity
At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.
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Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.
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Background Check
Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.
