Position Description

Commonwealth of Pennsylvania
POSITION DESCRIPTION FOR JOB POSTING
Position Number: 50640955	Description Activated On: 9/27/2024 10:30:50 AM

Position Purpose: Describe the primary purpose of this position and how it contributes to the organization’s objectives. Example: Provides clerical and office support within the Division to ensure its operations are conducted efficiently and effectively.

As the Product Manager for IT Service Management (ITSM), you will lead the management, configuration, and optimization of the ServiceNow platform to deliver exceptional IT service delivery experiences. This role is critical for enhancing the employee experience, both for internal IT staff and the broader organization, ensuring that services are user-friendly, efficient, and aligned with our business needs.

Description of Duties: Describe in detail the duties and responsibilities assigned to this position. Descriptions should include the major end result of the task. Example: Types correspondence, reports, and other various documents from handwritten drafts for review and signature of the supervisor.

You will be responsible for the full product lifecycle, from ideation and strategy development to implementation and continual improvement. Your goal is to streamline IT processes, enhance the usability of the ServiceNow platform, and ensure that IT and company employees can easily access and interact with IT services through user-centric processes.

Product Strategy and Vision:
Define and communicate a clear product vision, strategy, and roadmap for ServiceNow, aligned with company and IT strategic goals.

Drive continuous improvement of ITSM processes, focusing on user experience, efficiency, and scalability.

Work closely with business and IT leadership to understand customer needs and ensure the ServiceNow platform evolves to meet both IT and broader employee requirements.

ServiceNow Platform Management:
Lead the configuration, customization, and administration of the ServiceNow platform, including ITSM, ITOM (IT Operations Management), ITAM (IT Asset Management), and other modules as needed.

Manage a team of developers, business analysts, and process owners to drive effective platform deployment and usage.

Collaborate with process owners to ensure the platform's features align with user needs and are easy to use for both IT employees and end-users.

Stakeholder Collaboration:
Partner with IT teams, business units, and senior leadership to ensure that the ServiceNow platform supports cross-functional initiatives and meets organizational goals.

Act as a liaison between technical and non-technical stakeholders, ensuring seamless communication and effective alignment of objectives.

Drive user engagement and adoption by leading training sessions, workshops, and communications about new features or process changes.

User Experience and Process Optimization:
Champion a user-centric approach by collaborating with UX/UI teams to ensure that the ServiceNow interface is intuitive, efficient, and tailored to the needs of both IT and business users.

Implement best practices for service catalog design, workflow automation, and process optimization to enhance service delivery.

Continuously gather user feedback to identify areas for improvement and develop action plans to optimize platform usage.

Understand, comply with, and actively support the established service management processes and procedures

Data-Driven Management:
Define and track key performance indicators (KPIs) to monitor platform performance and identify opportunities for process optimization.

Use data analytics and customer feedback to inform decisions and iterate on platform design and service offerings.

Establish a governance framework for ServiceNow to ensure data quality, compliance, and consistency across all service delivery processes.

Vendor Management:
Collaborate with third-party vendors and consultants to ensure successful implementations, system updates, and long-term platform viability.

Oversee vendor relationships and ensure that service providers meet performance and budgetary goals.

Perform related duties, as required.

Travel as needed

Decision Making: Describe the types of decisions made by the incumbent of this position and the types of decisions referred to others. Identify the problems or issues that can be resolved at the level of this position, versus those that must be referred to the supervisor. Example: In response to a customer inquiry, this work involves researching the status of an activity and preparing a formal response for the supervisor’s signature.

To achieve a successful ServiceNow implementation, it is vital to identify and drive effective methodologies and processes. A primary responsibility is prioritizing the product roadmap for all enhancements within the ServiceNow platform. This involves evaluating business cases and conducting detailed cost/benefit analyses to inform technology spending and initiatives. Additionally, assessing and communicating risks associated with enterprise-wide technology services is crucial for informed decision-making. This also includes supervising a team, managing employee performance while providing coaching and mentorship to help them grow. Establishing performance measurement standards allows us to evaluate the effectiveness and health of services in the OA/OIT Service Catalog. By integrating these strategies, we can ensure that our ServiceNow implementation meets organizational goals and sets a standard for excellence.
Establish performance measurement standards and evaluate the performance of subordinate employees as required.

Requirements Profile: Identify any specific experience or requirements, such as a licensure, registration, or certification, which may be necessary to perform the functions of the position. Position-specific requirements should be consistent with a Special Requirement or other criteria identified in the classification specification covering this position. Example: Experience using Java; Professional Engineer License

Experience:

Proven experience in IT product management, particularly with ServiceNow or other ITSM platforms.

Deep understanding of ITIL processes and frameworks, with experience implementing them in a complex organization.

Strong knowledge of ServiceNow modules (ITSM, ITOM, ITAM, etc.), with hands-on experience managing platform deployments and upgrades.

Expertise in Agile methodologies and experience leading cross-functional teams through iterative development processes.

Analytical mindset with a focus on using data to drive decision-making and improve platform performance.

Exceptional leadership, communication, and collaboration skills, with a demonstrated ability to manage relationships between technical and non-technical teams.
Experience in UX/UI design or collaboration with design teams to optimize user interfaces and workflows.

Ability to manage multiple projects simultaneously, balancing competing priorities to meet deadlines.

Understanding of risk management principles and experience navigating complex governance structures

Licenses, registrations, or certifications:

1.   OTHER

2.   N/A

3.   N/A

4.   N/A

5.   N/A

6.   N/A

Essential Functions: Provide a list of essential functions for this position. Example: Transports boxes weighing up to 60 pounds.

1.	Communicate effectively, both verbally and in writing
2.	Interact with executives and management
3.	Develop and apply strategic financial management goals and objectives
4.	Evaluate and improve OA financial management processes
5.	Plan, direct, organize and evaluate OA financial management initiatives
6.	Develop and implement financial management policies and procedures
7.	Work effectively within a collaborate team environment
8.	Establish and maintain effective working relationships
9.	Maintain a sufficient level of technical competency to understand OA chargeback scenarios
10.