Sr. Technical Product Specialist
Found in: Resume Library US A2 - 7 days ago
The Sr. Technical Product Specialist, Configuration Management, is a member of the Change & Configuration team within the Digital Transformation & Technology department. This role will collaborate with a cross-functional group of Support Center staff members to design, implement, and maintain a best of breed Configuration Management System (CMS), enabling Chick-fil-A's multi-service-provider ecosystem to operate together efficiently, make informed decisions, and deliver innovation and benefits to allow the Support Center to scale with the unprecedented growth and future of the enterprise. Housed within this Configuration Management System is Chick-fil-A's Asset Tagging, which enables the vision of the Enterprise Asset & Field Service Management program. The Sr. Technical Product Specialist will serve as a key member of the Asset Pod, which is a multi-disciplinary product team, to ensure that all assets (whether hardware or equipment), are tagged and tracked appropriately for each Chick-fil-A location.
Our Flexible Future model offers a healthy mix of working in person and virtually, strengthening key elements of the Chick-fil-A culture by fostering collaboration and community.
Responsibilities:
Serves as the Product Owner of ServiceNow Configuration Management Database (CMDB), Discovery and Service Mapping solution.
Responsible for sprint backlog prioritization and requirements discussions, ensuring all priorities for the team are in alignment with the business stakeholder roadmap.
Partners closely with the Product Owner of the Asset Management Database to ensure alignment between the databases to benefit the Enterprise Asset and Field Service Management Program.
Contribute to processes including sprint planning, scoping, retrospectives, climbing camp and other ceremonies as a Product Specialist on the Asset Pod.
Works to maximize the business value delivered by the team in each development sprint. Ensures that user stories, themes and epics are written, refined and clearly define a universal definition of done.
Facilitates and oversees the immediate needs of the development team as they arise by being fully available to the team.
Facilitates estimation sessions, backlog refinement efforts, and sprint reviews.
Coordinates user acceptance testing and all necessary external validation efforts.
Accepts stories after they are deemed complete by the development team.
Attends all team retrospectives and assists with driving continuous improvement across the team.
Define, Own and Manage the data model for overall taxonomy, configuration details and relationships of CI’s, across the enterprise.
Set the vision for and implement robust policy and processes for gathering, populating, and maintaining configuration data for services and assets throughout the enterprise.
Work with Business Service owners and other stakeholders across the enterprise to understand Configuration Item tracking needs and deliver value added outcomes in coordination with Chick-fil-A's ServiceNow platform team.
Ensure ITSM and CMDB alignment with Chick-fil-A's use of ITIL framework.
Communicate CMDB activities to enhance general awareness of processes and standards. Liaise and train internal partners whenever necessary.
Create, own and manage the enterprise Business Service Map providing effective use with key processes like Incident, Change, Problem, Asset, & CyberSecurity.
Architect new configuration management solutions and processes in the SerivceNow CMDB to support high demand for automated services at the Support Center and in support of Restaurants and other entities.
Represent DTT in collaborative efforts with SupportNow to define and implement service categories, and process to leverage CMDB to escalate tickets.
Guide and review the work of consultant resources in collaboration with Enterprise Asset Management ensuring the data and taxonomy are consistent with Chick-fil-A requirements and standards and to effectively deliver outcomes and results.
Supervise and direct the work of contingent workers to perform daily configuration management analyst activities.
Design, prepare and maintain the CMDB to support initiatives in support of scaling Restaurant capacity, including Asset Tagging and Field Service Management.
Minimum Qualifications:
Self-starter who completes tasks without excessive supervision
Strong analytical and problem-solving skills
Strong attention to detail
Strong business acumen
Strong interpersonal skills
Strong written and oral communication skills
Experience with Service Management and configuration management.
Ability to understand business needs and translate them to functional / technical requirements.
Strong process improvement skills
Understanding of data structures, databases, and event management.
Preferred: Experience with ServiceNow, product ownership and database ownership
Preferred Qualifications:
ITIL
Certified ServiceNow Administrator
Certified Scrum Product Owner
Minimum Years of Experience:
2
Travel Requirements:
10%
Required Level of Education:
Bachelor's Degree
Preferred Level of Education:
Bachelors Degree
Major/Concentration:
Technical or Business-related field of study
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