Key Responsibilities

Product Strategy and Vision

• Develop and maintain a comprehensive product strategy and vision for ServiceNow ITSM solutions, ensuring alignment with the organization's overall IT and business strategies.
• Conduct market research and competitive analysis to identify trends, opportunities, and potential areas for improvement in ITSM offerings.
• Collaborate with stakeholders to define and prioritize product features, enhancements, and roadmap initiatives.

Product Development and Management

• Lead the end-to-end product development lifecycle, from concept and design to development, testing, and deployment.
• Work closely with cross-functional teams, including developers, engineers, and quality assurance, to ensure successful product delivery.
• Define and manage product requirements, user stories, and acceptance criteria, ensuring clarity and alignment with business objectives.
• Utilize agile methodologies to manage product backlogs, sprints, and release cycles, ensuring timely delivery of high-quality ITSM solutions.

Stakeholder Engagement and Communication

• Serve as the primary point of contact for stakeholders, including IT teams, business units, and executive leadership, providing regular updates on product status, milestones, and performance metrics.
• Facilitate communication and collaboration between technical and non-technical teams to ensure a shared understanding of product goals and requirements.
• Gather and incorporate feedback from users and stakeholders to continuously improve ITSM solutions.

Performance Monitoring and Optimization

• Establish and monitor key performance indicators (KPIs) and metrics to evaluate the success and impact of ITSM solutions.
• Analyze data and user feedback to identify areas for improvement and optimization, driving continuous enhancement of ITSM products.
• Ensure compliance with industry standards, best practices, and regulatory requirements.

Professional Experience

• 5+ years of experience in product management, with a focus on ITSM solutions and the ServiceNow platform.
• Proven track record of successfully delivering complex ITSM projects, from inception to deployment.
• Experience working in an agile development environment, with a strong understanding of agile methodologies and practices.

Technical Skills

• In-depth knowledge of the ServiceNow platform, including ITSM, HAM  modules, workflows, and customization capabilities.
• Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.

Soft Skills

• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Strong leadership and team management abilities, with a focus on fostering collaboration and driving results.
• Adaptability and flexibility to manage changing priorities and demands in a fast-paced environment.

Key Competencies

• Strategic Thinking: Ability to develop and execute a strategic vision for ITSM products that aligns with organizational goals and objectives.
• Customer Focus: A commitment to understanding and meeting the needs of users and stakeholders, with a focus on delivering exceptional value and user satisfaction.
• Innovation: A proactive approach to identifying and implementing innovative solutions that enhance ITSM capabilities and drive business growth.
• Collaboration: A strong emphasis on teamwork and collaboration, with the ability to build and maintain positive working relationships across diverse teams.

Providencene
Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.
Contact our Integrity hotline also, read our Code of Conduct.
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