Description

You will lead product vision and backlog management for Service Center operations.

This role is on-site.

Responsibilities

• Define and prioritize the product backlog based on business value and stakeholder requirements.
• Write and refine clear, actionable user stories related to IT service management.
• Act as the primary liaison between stakeholders and the Service Center team to align requirements with service delivery.
• Participate in sprint planning and reviews to guide service evolution and ensure alignment with business goals.
• Monitor operational performance using metrics to drive data-driven service improvements and mitigate risks.

Required Skills

• 8+ years of experience in IT service management, product management, or project management.
• Strong understanding of ITIL frameworks and agile methodologies.
• Proven experience with ServiceNow and ServiceNow SAFe modules.
• Ability to translate customer needs into actionable service requirements.
• Proficiency in analyzing data and identifying trends to make informed decisions.
• Bachelor's or Master's degree in Business Administration, Computer Science, IT, or a related field.
• Experience managing Service Center operations or similar initiatives.
• Strong communication skills for collaborating with cross-functional technology teams.

Preferred Skills

• Experience with Genesys Cloud.
• Certifications such as Certified Scrum Product Owner or SAFe Framework.

Key Skills

Education

Bachelor's or Master's degrees