ITSM - Product Owner at Ford Global Career Site

Dearborn, Michigan, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jan, 26

Salary

0.0

Posted On

08 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITSM, Product Management, Agile Methodologies, ServiceNow, Change Control, Data Integrity, User Acceptance Testing, Continuous Improvement, KPI Monitoring, Automation, Risk Management, Stakeholder Engagement, Scrum, Kanban, Process Optimization, Communication Skills

Industry

Motor Vehicle Manufacturing

Description

Facilitate requirements gathering sessions with process owners (Incident, Problem, Change, Request, Knowledge, CMDB, etc.). Ensure backlog items are ready for development (well-defined, estimated, and testable). Participate in Agile ceremonies (planning, refinement, sprint review, retrospectives). Coordinates closely with process owners and development teams on development status, including environment deployments, changes, and testing/UAT requirements. Participates in and provides final sign-off for User Acceptance Testing (UAT) to ensure implemented solutions meet business requirements and process integrity. Ensure ITSM configurations follow ServiceNow best practices to maintain upgradability. Align process design with ITIL/ITSM frameworks. Partner with governance teams to enforce change control, security, and data integrity standards. Collaborates with process owners to ensure ServiceNow configurations and product documentation accurately reflect and support defined ITSM processes and procedures. Ensures consistent execution of ITSM processes across the organization 6. Continuous Improvement Monitor KPIs and metrics (MTTR, first call resolution, SLA compliance, etc.) to measure ITSM performance. Drive iterative improvements and process optimization. Stay current on ServiceNow releases and features to identify enhancement opportunities. Proactively evaluates requests and changes for broader efficiencies and organizational applicability across the ITSM landscape. Ensures the Virtual Agent continuously provides value by enhancing topics, logic, and workflows to improve automation and reduce human intervention. Drives automation of workflows for onboarding, monitoring, and other ITSM processes to enhance efficiency and reduce manual effort. Champions Automated Test Framework (ATF) as a core strategy to improve the quality and reliability of the ITSM module. 7. Risk & Issue Management Identify and escalate delivery risks or blockers. Maintain open communication with leadership on dependencies and issues. Ensure user adoption and change management strategies are in place. Deliverables: ITSM Product Owner: Product vision & roadmap Prioritized product backlog User stories with acceptance criteria Sprint and release plans KPI dashboards and reports Stakeholder engagement updates Bachelor's degree in Business, Computer Science, Product Management, or similar. 5+ years of experience working in Product Management. Proven experience in leading and managing an organization of junior resources. Proven track record in leading large, global software & product teams. Experience with software including JIRA, ServiceNow, and other products used within the Ford ecosystem to deliver exceptional employee experiences for our employees. Ability to work effectively with many diverse cross-functional teams and manage multiple priorities. Establish and maintain relationships with Product Managers across all scrum teams, to evaluate and manage dependencies. Strong oral & written communications skills, ability to articulate business implications Familiarity and experience working with Scrum, Kanban, and/or relevant agile methodologies Proven track record of identifying and deploying process improvements to improve employee efficiency & productivity Devise and design solutions using data driven insights, and drive them through completion, to address user needs

Responsibilities

The ITSM Product Owner will facilitate requirements gathering sessions, ensure backlog items are ready for development, and participate in Agile ceremonies. They will also monitor KPIs to measure ITSM performance and drive process optimization.