Description

In this role, you will partner with cross-functional teams to deliver streamlined, user-centric solutions that enable employees to request services, resolve incidents, and fulfill mission-critical operational needs.

Responsibilities

• Manage the end-to-end product strategy and roadmap for the platform
• Partner with teams to define and deliver core foundational workflows and capabilities for ITSM
• Partner closely with business, IT, security, and compliance teams to gather requirements and translate them into clear product specifications and priorities
• Deeply understand user needs and pain points across different personas, and use that insight to drive intuitive, scalable, and compliant solutions
• Lead discovery efforts including user research, journey mapping, and workflow design to ensure solutions are usable and aligned with real-world processes
• Balance short-term delivery with long-term platform strategy to support scalable solutions
• Define success metrics and continuously measure, iterate, and improve the product based on usage data and user feedback
• Communicate product vision, progress, and tradeoffs clearly to both technical and non-technical stakeholders

Qualifications

• Required
  • Minimum 6 years of direct product management experience, with at least 3 years managing enterprise platforms
  • Proficiency in requirements gathering, data analysis, and KPI-driven prioritization and decision-making
  • Expertise in stakeholder management
  • Proficiency in user story writing and backlog management
  • Experience with Agile/Scrum delivery methodologies
  • Proven experience delivering user-centric workflow management solutions and experiences
  • Deep understanding of ITSM principles and frameworks
  • Experience managing helpdesk/service desk operations and workflows
  • Knowledge of change management and incident management processes
  • Experience working with ServiceNow

Key Skills

Education

Any Graduate