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Posted about 1 year ago

Job CategoryProducts and Technology

Job Details

The Product Manager (PM), is the "CEO" of the product and is focused on long and short term product vision of a product line. The PM also represents users and stakeholders' interests and represents the product to the outside world.

The IT Service Management Applications team is looking for an experienced PM who is knowledgeable and enthusiastic about leading the design, execution and strategy for effective, scalable, end-to-end business solutions. The domain includes tooling to service helpdesk requests from our employees, manage our hardware and software assets, as well as our service catalog and operations for release and environment management servicing hundreds of engineers in IT.

Responsibilities: The PM has a "Seat at the table" with the business unit and is responsible for long and short term product vision. The PM is responsible for market, business case, and delivery analysis. The PM prioritizes the backlog and translates requirements into user stories, writes (Story Level) Acceptance Criteria and business value scoring and success metrics.

Other Key Responsibilities:

+ Owns the delivery of a product roadmap incorporating projects, features and other key initiatives

+ Effectively negotiates work scope with business partners to align on objectives around time to market, effort and scope

+ Drives the definition of detailed requirements that represent business needs, and works closely with engineering in conveying and clarifying scope details.

+ Contributes to business partner vision at the initiative level, influencing scope and delivery options with feedback

+ Looks ahead to identify delivery capacity needs based on roadmap and works with management to address them

+ Anticipates blockers, conflicts and obstacles, and marshalls appropriate resources to align and solve

+ Guides business partners through the work intake process, highlighting milestones and artifacts, and understands the value behind them

+ Participates in cross-functional initiatives as a delivery component, representing his/her team's work with a small number of dependencies

+ Prioritizes work backlog

+ Manages and communicates tradeoff decisions between scope and schedule

+ Responsible for dependency management

+ Review technical solutions for compliance to business process and objectives

+ Manage to the definition of done from feature acceptance criteria and meets business value requirements

+ Work with Delivery Scrum Team on product execution

As the Product Manager in the IT Service Management Automation space, you will work primarily with our IT team delivering technology solutions, requests or projects of moderate scope and complexity. Some examples of projects in this space include work to improve engineering and devops operations, as well as improve IT Helpdesk operations through automation and technology. You respond to problems, prioritize correctly, systematically gather information, sort through issues, seek input from others, develop accurate conclusions from findings, and make timely decisions to prioritize and adapt to change. As a PM you work on some cross functional dependencies. You communicate effectively to ask and answer questions and share your knowledge with the larger team.


+ 4+ years of relevant experience in product management or lead business analyst experience.

+ One to two years in the following roles: product management, project management, consulting.

+ One to two years of experience in ITSM, Service desk/case management applications, Customer Support, CRM (especially Salesforce Service Cloud) or other relevant domain.

+ Experience with agile delivery methodology and scrum

Able to:

+ Work proactively on customer issues and resolves them in a timely manner

+ Communicate at both the business and technical level (written and verbal)

+ Work very comfortably with stakeholders at the department or division level.

+ Juggle multiple issues, set expectations and prioritize accordingly

+ Research and respond to customer questions

+ Navigate complex situations involving multiple parties

Familiar with:

+ IT Operations and Helpdesk

+ Devops and Application engineering services such as release and environment management

+ ITSM concepts and tooling

+ Salesforce Core product and features, especially Service Cloud

+ features and capabilities

+ Business Applications (CRM) and Automation

+ Web / SaaS Application development

+ Agile development methodology

+ Internet Architecture and Cloud Computing Concepts

+ General IT (database, security, networking) concepts and basic programming concepts

+ General Software Business Processes (Sales, Renewals, Service, Support)

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