SR PRODUCT MGR, ESM | Talent500 | 12 - 16 Years | T850-1102

ENTERPRISE SERVICE MANAGEMENT (ESM) PRODUCT MANAGER, SENIOR

As an ESM Senior Product Manager, you will work within the Product Management & Agile Delivery group within the ESM department. ESM is responsible for many areas that fall within the larger Service Management umbrella:

IT Service Management

Operations Management

Business Management

Asset & Configuration Management

Governance, Risk & Compliance

Procurement

HR Service Delivery

Platform User Experience

Understanding our customers and the capabilities that we provide to them is a key part of this role. Building and managing customer relationships allows us to understand their business and deliver value to them.

As a Product Manager on the ESM team, you will be expected to play multiple roles:

Product Manager

Capability Owner

Story Owner

Knowledge Article Owner

Incident Ticket Owner

Request Ticket Owner

The responsibilities for each of these roles are outlined below.

PRODUCT MANAGER

o Understand your stakeholder's business and priorities while fostering collaborative engagement, sharing relevant information, and ensuring that their feedback is welcome and acted upon

o Advocate for our capabilities and their value to our stakeholders

o Map business needs to our capabilities to identify opportunities and gaps

o Drive and monitor stakeholder adoption and satisfaction

o Conduct quarterly business reviews with stakeholders

o Provide input and potential improvements to the Product Owner based on your stakeholder's business needs and operational usage

o Understand capabilities and capability roadmaps in order to provide information to stakeholders and inform their requirements

o Create and maintain a stakeholder roadmap for the next 1-4 quarters

o Manage the story backlog for your stakeholder requirements

o Work with the Capability owners to ensure that the necessary documentation and training are provided to stakeholders

o Manage the queue of incoming incident and requests assigned to the Product Management group

o Act as the story owner for stakeholder requirements

o Identify, escalate and remove roadblocks, triage defects, and provide clarity for customers on issues where appropriate

o Address stakeholder issues, including removing roadblocks and triaging defects

CAPABILITY OWNER

o Responsible for the overall capability, apart from any specific stakeholder group

o Drive capability alignment to industry best practices as well as overall simplification and automation

o Ensure that the capability meets business needs and provides effective and efficient operations

o Ensure that we have a complete, cohesive, scalable and supportable solution

o Define and establish appropriate policies, standards & guidelines

o Create and maintain a capability roadmap for the next 1-4 quarters

o Create and maintain training materials and delivery methods

o Create a maintain a prioritized backlog of ESM-driven stories to support the capability

o Identify and pursue opportunities for continuous improvement with a focus on maturing the solutioning, improving efficiency and effectiveness as well as automation

o Act as the KBA owner for all documentation to support the capability

o Act as the story owner for ESM-driven stories to support the capability

o Review and provide feedback on proposed enhancements and solutions

o Review and provide feedback on defect solutions

STORY OWNER

o Align updates and solutions with the capability owner

o Provide accurate and complete stakeholder requirements, including business justification, use cases, priority and acceptance criteria

o Manage stakeholder communications

o Work with Engineering on story requirements and solutions, highlighting risks and impacts on solution options

o Present story at sprint planning and/or submitting into a kanban process

o Perform and/or coordinate unit, functional and user acceptance testing, product demos, and production validation

o Provide story information for release notes

KNOWLEDGE ARTICLE OWNER

o Ensure that the KBA meets the language and style guidelines.

o Create additional KBAs as needed, while avoiding duplication within the knowledge base.

o Ensure that all KBAs are accurate and complete, keeping KBAs as concise and modular.

o Act as the subject matter expert for the KBA, including responding to feedback.

o Perform regular reviews of the KBA and retire the KBA when it is no longer relevant.

INCIDENT TICKET OWNER

o Resolve incidents according to the defined service level agreements

o Perform analysis of the issue to determine what is happening and resolution options

o Recommend workarounds, when applicable

o Engage the right groups to help resolve the incident; create incident tasks to track work to be done by others

o Ensure everyone assigned to tasks on the incident are working to resolve the incident

o Ensure the information in the incident ticket is current, accurate and complete

o Keep the customer informed on the progress of their incident

o Escalate critical incidents as appropriate

REQUEST TICKET OWNER

o Review request tasks assigned to your group and assign to individuals for fulfillment

o Complete the work associated with the task in a timely manner

o Ensure the information in the request is current, accurate and complete

What Were Looking For:

Bachelors Degree in related field and minimum 2 years of relevant business experience

In-depth understanding of the Agile principles and methodologies (such as Scrum, Kanban, LEAN) and how theyre applied in workplace culture; related certifications are a plus

Hands-on experience working with Agile teams as a product manager, owner or related role

Knowledge and experience of Service Management and ITIL principles, methodologies and tools; related certifications are a plus

Strong process and project management knowledge and experience

Able to solve complex problems and take a new perspective on existing solutions

Critical thinker with proven track record of effectively leading execution and value through highly matrixed teams

A completer-finisher taking accountability for ideas from inception to delivery, including robust metrics to confirm success

Must be able to operate in a transforming, fast-paced, complex, high-visibility environment with multiple competing priorities

Comfortable under pressure with the ability to manage to tight deadlines while maintaining quality and managing to an acceptable level of risk

Strong skills in building positive relationships with internal and external customers, with a strong commitment to customer service and teamwork

Must excel working in team-oriented roles that rely on ability to collaborate with others

Self-directed and comfortable working in ambiguous environments

Strong information seeking skills and drive to make things happen and get results

Must be results oriented and make constant progress towards goals

Ability to work independently while making sure that you have alignment on direction

Must be able to understand business issues, find creative ways to solve problems, and make sound decisions that benefit Nike

Strong analytical skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements

Hands-on creation of key artifacts including use cases, user stories and user acceptance criteria

Ability to see the big picture and implications while still being detail-oriented

Exceptional written, verbal, and interpersonal communication skills and the ability to interact professionally with a diverse group of stakeholders, developers and subject matter experts

Ability to elicit information, actively listen, dialogue freely, verbalize ideas effectively, negotiate tense situations successfully, and manage and resolve conflict

Proven presentation and facilitation skills

Company
Talent500
Posted
10/04/2021
Location
Bangalore, KA, IN
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