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Title – Service Product Manager

Grade – Supervisory Associate

Job Summary:
The ServiceNow Product Manager is responsible for the overall management of one or more technology solutions for EY ServiceNow. This position is expected to manage the solutions in line with the EY ServiceNow strategy, ensuring solutions fit consistently within the suite of technology enablers, as appropriate, solutions operate as designed and are of high quality.

The product manager is the ‘face of ET ServiceNow’ and ultimately responsible for the success of a product or service with content authority for the product backlog. The product manager works heavily with the requesting business team and is an advocate for their business solution. They are responsible for Product Planning and execution through out the product lifecyle and works hand in hand with the Product Owner. In the project space, they are responsible for delivering projects on schedule, within budget, and with quality. They are responsible for identifying customer needs, prioritizing features, and developing the product’s vision and roadmap. The product manager has clear content authority to take responsibility for continuously defining, prioritizing, and validating requirements.

Essential Functions of the Job:

• Successfully execute the project to agreed schedule, budget and scope
• Perform the relevant product management processes – as per Agile methodology.
• Defines, maintains and communicates product roadmap
• Manage project scope variance(s), anticipate time and budget overruns, and communicate appropriately any project-related challenges.
• Support development of business cases with the customer team including leading on the solutions estimate
• Partnering with business and process owners by building strong relationships with customers and understanding their needs
• Be the liaison between the delivery team and customer. Product Manager will be the customer’s advocate ensuring solutions are delivered within the guardrails of ET ServiceNow process.
• Work within defined governance processes and lead solutioning abiding the guiding principles
• Provide guidance for User Stories and Acceptance criteria ‘greening’
• First Point of Contact for customers/ stakeholders and be their trusted advisor
• Delivery of projects aligned to overall business and technology strategies and architectures
• Ensures that quality project standards are met as prescribed by EY Technology through the effective implementation or use of approved processes, guiding principles, methodologies and deliverables
• Defines the actual work that will be accomplished and the features that will be built within each release
• Plans the overall capacity for the release, objectively measuring each feature to ensure they are always delivering the most value to customers
• Grooms existing product backlog with the business stakeholders and delivery team
• Support alignment of business objectives with the product vision
• Recommends the nature and scope of present and future products by reviewing product backlogs, specifications and requirements; appraising new product ideas and/or product changes
• Review service level performance for product and outline service improvement plan where necessary
• Maintains professional and technical knowledge by reviewing professional publications; establishing personal networks; participating in professional societies.
• Recommend courses of action and manage relationships for positive progress.
• Contributes to team effort by accomplishing related results as needed.

Knowledge and Skills Requirements:

• Advanced comprehension of agile SAFe project management methodology, tools and templates (includes project planning, schedule development, scope management and cost management)
• Customer focus, based on openness, trust, and delivering on promises
• Extensive experience of delivery that includes the use of supplier and off-shore resources
• Management skills to manage one or more large, complex projects simultaneously.
• IT background with experience across the systems development life cycle with experience in all project phases utilizing SAFe Agile framework
• Strong team working skills across matrixed client, supplier and geographically dispersed virtual teams
• Strong communication and interpersonal skills (includes negotiation)
• Excellent written and verbal communication skills – must be able to communicate fluently in English both verbally and in writing
• 3-5 years of ServiceNow product knowledge with clear understanding of out of box table schema and processes.
• Ability to look at new products within ServiceNow to understand and advocate their potential value to customers
• Highly proficient presentation skills including use of PowerPoint
• Analytical/Decision Making Responsibilities:
• Determines priorities (and processes) needed to achieve business objectives and ensures these are aligned to collaboration strategies
• Adheres to all firm policies, guidelines and standards in relation to responsible use of platforms and solution configuration

Supervision Responsibilities:

• Works across ServiceNow oriented Agile delivery team
• Product manager is expected to act independently to deliver project to schedule, budget and scope; support provided as required and requested, and is self-driven and motivated
• Product manager leads/coordinates project teams consisting of cross functional, global, and virtual groups;
• Coaches, mentors and supports other product managers as well as other project resources as needed

Other Requirements:

• The role may also require the periodic allocation of additional time on the job to support multiple demands and escalating issues and some travel to support change or planned project activities
• Flexibility in working hours to accommodate workload and multiple time zones as needed
• National and international travel may be required

Job Requirements:
Education:

• College degree in related technology field (Computer, Engineering, Science, etc.) or comparable job experiences

Experience:

• 6 to 10 years in a corporate IT environment
• 2 to 4 years’ experience in project / product management or service owner role
• 3 to 5 years of ServiceNow product knowledge
• Able to exhibit a progression of increasingly complex job responsibilities
• ITIL Service Manager certification or equivalent work experience is a plus
• Other relevant experience in a related technical field (application development, deployment/implementation and infrastructure)
• Work experience in a professional services industry, preferred

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