ServiceNow ITSM ManagerDescription -Job Summary• This role is responsible for defining, planning, and executing the product strategy, collaborating with various teams to deliver software solutions that delight customers and meet business goals. The role plans and manages technical programs or projects, effectively steering them to meet specific roadmap and feature objectives. The role develops a comprehensive software vision and roadmap for product initiatives.A large portion of the duties of this role will be performing as ITSM ServiceNow capabilities and Business Process Engineer (BPE).As ITSM ServiceNow capabilities lead - you will be in charge of defining & designing new capabilities/services that will be developed on HP Services ITSM platform. At the core of this job, grooming user stories, worming with Architects and development teams to ensure a good understanding of the capabilities requested, validate/test stories, drive adoption/management of change.Once the capability is in operation, you will be in charge of enhancements as well as deep technical expertise support.The process engineering role involves “thinking process”. BPEs draws inferences from process details and link these inferences to the big picture by considering business objectives in identifying process improvements and the creation of new processes. A Business Process Engineer typically has the ability to structure a large amount of information within a process framework.In fact, the BPE will work with the Global Service Delivery team , engage with other services organizations and other HPI entities (RBUs/GBUs) to find the best way to design new digital workflows that will translate into a set of capabilities in HP ITSM ; as well solve existing service delivery agent and workflow process-related problems. This will often involve analysing existing processes and designing improved ones. BPE will be required to interpret business requirements, holding meetings, researching processes, collecting data, analyzing information and performing related tasks.Next, to the BPE responsibilities, the individual must be able to act as a Project/Program Manager, providing direction to team activities and facilitates information validation and team decision-making process. The projects are usually cross-organizational - affecting two or three Business Units. Aside from that, The individual will need to coordinate and integrate the work efforts and deliverables of a multi-function project team related to the execution of complex projects within the Managed Services business of HP Inc.Responsibilities• Leads through the entire product development cycle, ensuring quality and delivery.• Collaborates closely with engineering, design, and other relevant teams to ensure the successful development and delivery of high-quality software solutions on time and within scope.• Strategically partners with stakeholders to understand needs and processes• Translates complex market and stakeholder needs into product requirements and definitions.• Translates customer feedback and assesses the external environment to identify potential changes that could enhance the differentiated product roadmap.• Provides thought leadership to stakeholders to guide feature development and prioritization.• Translates user requirements into executable and workable feature items with the software engineering team.• Provides guidance for junior team members on product management strategies.• Tracks and reports key metrics to drive future product developments.• Advises key stakeholders on the portfolio strategy across all phases of the lifecycle.• SME on HP ITSM ServiceNow capabilities - deep understanding of workflows, fundamental data and possible configurations• Write stories for future capabilities development, Run Test, Plan for enhancementsEducation & Experience Recommended• Four-year or Graduate Degree in Computer Science, Software Engineering, Information Systems, or any other related discipline or commensurate work experience or demonstrated competence.• Typically has 7-10 years of work experience, preferably in product management, digital or software product development, or a related field.Preferred CertificationsNAKnowledge & Skills• Agile Methodology• ITIL and Service Management tooling• Automation• JIRA• Kanban Principles• Lean Manufacturing• Milestones (Project Management)• New Product Development• Process Improvement• Product Management• Project Management• Project Planning• Risk Management• Scrum (Software Development)Cross-Org Skills• Effective Communication• Results Orientation• Learning Agility• Digital Fluency• Customer CentricityImpact & Scope• Impacts function and leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives.Complexity• Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors.Disclaimer• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.Job -SoftwareSchedule -Full timeShift -No shift premium (India)Travel -NoRelocation -NoEqual Opportunity Employer (EEO) - HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement
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