Description

Product Manager - Catalog & Knowledge

Responsibilities:

• Drive the ITSM strategy and best practices related to Technology & Data Catalog, Service Request workflow and Knowledge Management.

• Champion Service Desk strategy of chatbot, and chat-first, through management of a clean, robust Technology & Data knowledge base.

• Define best practices and the governance framework, including metrics for performance of Technology & Data teams.

• Hold stakeholders accountable for their performance.

• Partner with ServiceNow platform stakeholders outside of Technology & Data (e.g. HR, Procurement, Finance) to deliver a best-in-class user experience via ServiceNow's Employee Center.

• Represent Technology and Data interests with regards to shared Portal (Employee Center).

• Oversight and governance for the portfolio of technology services and offerings provided by the Tech & Data organization, including the process used by Product Owners to manage products and services throughout their lifecycle.

• Advocate for end-user experience across ITSM products, with emphasis on the IT Catalog and Portal.

Qualifications:

Education:

B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM).

Experience and Skills:

Required:

• At least 8 years of relevant technology experience.

• Relevant experience managing internal-facing product catalog and/or knowledge base.

• Experience working in and leading Product, Agile and Scrum teams.

• Proven knowledge and understanding of IT Service Management and ServiceNow.

• Strong analytical skills and demonstrated experience delivering process improvement resulting in measured business value.

• Demonstrated experience utilizing technology and automation to achieve ITSM outcomes.

• Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.

• Experience working in a global organization and/or in an organization with complex networks of stakeholders and business partners.

Preferred:

• Hands on experience developing and driving digital capabilities.

• Experience managing or governing portfolios of technology products and/or services.

• Experience focused on measuring, quantifying, and improving user experience.

• Understanding of web analytics for usage and trends.

• Experience with and understanding of design thinking principles and UX design.

• Experience working with data, analytics, and visualization tools (e.g., Performance Analytics, Tableau, PowerBI).

Experience working with automation and AI tools to achieve ITSM outcomes