Product Owner expertise with strong ServiceNow background and UX expertise

Product Owner expertise with strong ServiceNow background and UX expertise

02 Jun 2022
California, Sanfrancisco, 94101 Sanfrancisco USA

Product Owner expertise with strong ServiceNow background and UX expertise

Job Title:

Product Owner expertise with strong ServiceNow background and UX expertise
Work Location:

Bay Area, OR San Francisco OR San Diego, CA
Duration: 6 Months plus extendable role

What you get to do in this role:

Be the digital customer experience expert in both ITSM and CSM product suites and provide continuous guidance on processes that need to be improved to build impactful digital experiences

• Create transformative digital customer experiences that are based on a human centered design and user productivity • Work with the business, design, engineering, and product teams to create digital transformation experiences for internal stakeholders and customers • Define and prioritize the backlog of work for assigned projects including the creation of features and stories for new products, enhancements to existing features, functionalities, and improving digital experience quality based on customer satisfaction or feedback • Build proofs-of-concept (POC) for potential new solutions and technologies by working closely with product management and engineering teams. • Facilitate requirements gathering and process mapping workshops. Perform gap analysis (as is functionality versus to be functionality) • Participate in end to end implementation planning including project management, issue management, communication and change management • Document the support journey and identify ways to improve existing pain points based on process optimization, technology, change management, or communication • Help uncomplicate the work environment of tomorrow by forecasting scalable solutions and when they need to be ready to be delivered in order to positively influence the customer journey • Work based on Agile digital execution and communicate across multiple cross teams to ensure successful project delivery • Translate your findings and recommendations to senior leadership to gain alignment, affect change and influence long term digital strategies.

To be successful in this role, the ideal candidate has:

5+ years of experience as a Product Manager, Product Owner, Consultant, or technical Product Analyst in a commercial software product company

• Experience in creating digital customer experiences and self-service technologies such as virtual agent and service portal

• Knowledge of Machine Learning algorithms, AI and chatbot technologies

• Strong decision making based on data and business benefit to determine the best investments for the future

• Experience working with development teams in an Agile environment across vast geographies • High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change • Must enjoy working in a highly collaborative environment •

Experience creating digital experiences in either CSM, CRM, or HCM • Comfortable presenting solutions to large audiences and senior executives in person, virtual, and via webinars • Thrives in ambiguity with proven track record of out of the box problem solving skills • Leads from the front with a willingness to take on tasks that sometimes would fall outside of their scope in order to get the job done • Demonstrated ability to have successfully completed multiple, complex technical projects • Passion for technology and innovation to improve the way people work using our products and the possibilities that come from building world class customer experiences • Strong written and verbal communication/presentation skills • Prior history working with the ServiceNow platform a major plus

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