Product Manager – Catalog & Knowledge - 2407020443W

Description

Product Manager – Catalog & Knowledge Responsibilities: Drive the ITSM strategy and best practices related to Technology & Data Catalog, Service Request workflow and Knowledge Management.Champion Service Desk strategy of chatbot, and chat-first, through management of a clean, robust Technology & Data knowledge base.Define best practices and the governance framework, including metrics for performance of Technology & Data teams.Hold stakeholders accountable for their performance.Partner with ServiceNow platform stakeholders outside of Technology & Data (e.g. HR, Procurement, Finance) to deliver a best-in-class user experience via ServiceNow’s Employee Center.Represent Technology and Data interests with regards to shared Portal (Employee Center).Oversight and governance for the portfolio of technology services and offerings provided by the Tech & Data organization, including the process used by Product Owners to manage products and services throughout their lifecycle.Advocate for end-user experience across ITSM products, with emphasis on the IT Catalog and Portal. Qualifications: Education:B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM). Experience and Skills: Required:At least 8 years of relevant technology experience.Relevant experience managing internal-facing product catalog and/or knowledge base.Experience working in and leading Product, Agile and Scrum teams.Proven knowledge and understanding of IT Service Management and ServiceNow.Strong analytical skills and demonstrated experience delivering process improvement resulting in measured business value.Demonstrated experience utilizing technology and automation to achieve ITSM outcomes.Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.Experience working in a global organization and/or in an organization with complex networks of stakeholders and business partners.Preferred:Hands on experience developing and driving digital capabilities.Experience managing or governing portfolios of technology products and/or services.Experience focused on measuring, quantifying, and improving user experience.Understanding of web analytics for usage and trends.Experience with and understanding of design thinking principles and UX design.Experience working with data, analytics, and visualization tools (e.g., Performance Analytics, Tableau, PowerBI).

Qualifications

Qualifications: Education:B.A/B.S degree is required, preferably in Science, Technology, Engineering or Math (STEM). Experience and Skills: Required:At least 8 years of relevant technology experience.Relevant experience managing internal-facing product catalog and/or knowledge base.Experience working in and leading Product, Agile and Scrum teams.Proven knowledge and understanding of IT Service Management and ServiceNow.Strong analytical skills and demonstrated experience delivering process improvement resulting in measured business value.Demonstrated experience utilizing technology and automation to achieve ITSM outcomes.Excellent written and verbal communication skills; ability to communicate effectively with all levels in the organization.Experience working in a global organization and/or in an organization with complex networks of stakeholders and business partners.

Primary Location Asia Pacific-India-Karnataka-Bangalore

Travel No

Job Function Technology Operations

Req ID: 2407020443W